Mary Kaye Wirkner
Phoenix
Summary
Diligent leader with proven ability to manage and lead teams effectively. Successfully implemented process improvements that enhanced operational efficiency and team productivity. Demonstrated strong problem-solving and communication skills to drive team success.
Overview
22
22
years of professional experience
Work History
Supervisor, IT Operations Help Desk
American Airlines
02.2019 - Current
- Manage the daily operation of an IT inbound call center that provides support to all American Airlines end users
- Assess analyst productivity and call activity in order to ensure maximum performance and support department service standards to the fullest extent
- Set and communicate goals and provide constructive feedback to create a high-performance culture. Effectively communicate decisions to achieve understanding and acceptance of changes and/or direction
- Collaborate with IT Operations to help meet the key operational objectives of the Company, along with providing seamless support to the end user
- Collaborate with internal departments to rollout new initiatives, programs, systems, automation enhancements, and other technical solutions
- Managed training team providing new hire training as well as refresher and uptraining of current teams. Worked with product owners to ensure knowledge base was relevant and up to date to provide proper support of over 1200 applications.
- Served as Hiring Manager for the department since 2019 collaborating with our RPO in the full recruiting and onboarding cycle of approximately 50 new team members
Analyst/IT Help Desk, Back up Supervisor, Training Team Member
American Airlines
07.2016 - 02.2019
- Provided first level support and troubleshooting for all hardware and software issues for approximately 130,000 American Airlines employees, retirees, regional employees and vendors
- Assist situation management during severity issues in timeline construction, provide updates to management, assist in engagement of application support teams, assist in resolution of severity events in a timely manner
- Created training materials for newly hired team members and delivered training
Staff Assistant Phoenix Reservations
American Airlines
07.2015 - 07.2016
- Processed shift trades, vacation request changes, daily payroll audits, attendance, FMLA and LOA requests, employee schedule changes and shift adjustments based to operational needs
temporary duty assignment
American Airlines
02.2015 - 07.2015
- Assisted in training of newly hired employees in classroom setting as well as on sales floor taking live inbound phone calls in anticipation of merger with US Airways
Domestic Sales Representative
American Airlines
01.2008 - 02.2015
- Ticket sales of airlines reservations throughout the U.S., Puerto Rico and the US Virgin Islands via award redemption and regular sales
- Consistent top revenue generator month over month of my team; consistent cross-seller of other goods and services to earn commissions.
American Tax Relief, Inc.
01.2003 - 01.2007
- Representation of taxpayers before the IRS to resolve delinquent tax issues
- Prepare IRS paperwork, ensure clients met deadlines for IRS
- Billing and collections of monies due company and IRS
- Work as liaison with Corporate offices in New York to ensure proper handling of clients with IRS
Education
Business Administration And Management
Baldwin Wallace College
Berea OHSkills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Employee motivation
- Decision-making
- Complex Problem-solving
- Strategic planning
- Staff development
- Team building
- Operations management
- Process monitoring and improvement
- Coaching and mentoring
Timeline
Supervisor, IT Operations Help Desk
American Airlines
02.2019 - Current
Analyst/IT Help Desk, Back up Supervisor, Training Team Member
American Airlines
07.2016 - 02.2019
Staff Assistant Phoenix Reservations
American Airlines
07.2015 - 07.2016
temporary duty assignment
American Airlines
02.2015 - 07.2015
Domestic Sales Representative
American Airlines
01.2008 - 02.2015
American Tax Relief, Inc.
01.2003 - 01.2007
Business Administration And Management
Baldwin Wallace College
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