Connie Ellis

I currently work for Ryanair, Blue Handling as a HR Administrator. I work in a team of two, which includes myself, supporting/managing over 900 employees.

My duties include the following:

• Maintaining employees’ records and databases, both physical and digital
• Advised line managers on correct disciplinary procedures for compliant issue resolution.
• Educated line managers on policy and process changes for implementation.
• Oversaw exit interviews and off-boarding process for resigned and terminated employees.
• Facilitated new hire on-boarding programme by scheduling training initiatives, resolving issues and processing paperwork.
• Provided expert HR advice to line managers to tackle obstacles such as conflict resolution, pay disputes and under-performance management.
• Prepared all human resource documentation, including new hire letters, employee contracts and corporate policies and procedures.
• Managing employees’ queries and proving support, escalating to higher management if necessary
• Collating and checking all new starter documentation and maintaining all associated platforms
• Facilitating employee onboarding and offboarding
• Creating and amending HR documents such as contracts and policies
• Performing administrative tasks such as payroll
• Scheduling and note taking in a range of employee relation matters such as: investigations, disciplinaries, probation reviews, attendance management meetings, appeal hearings, grievances, flexible working requests, mediation meetings
• Built and cultivated lasting rapport with employees, peers and upper management.
• Preparing HR reports
• Ensuring HR policies and the staff handbook are up to date
• Created succession plans and promotion paths for staff.

Responsibilities included:

• Using numerous systems daily, including CRM and reservation systems
• Dealing with passengers daily
• Applied conflict management to stressed and concerned customers.
• Working under pressure to ensure flights are closed on time
• Adhered strictly to policies and procedures for continued company compliance.
• Multi-tasking
• Money reconciliation
• Working in a team and on my own to ensure daily tasks are completed
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.

Responsibilities included:

• Dealing with customers daily
• Prepared necessary forms to complete transactions.
• Applied conflict management to stressed and concerned customers.
• Money reconciliation
• Delivering exceptional customer service
• Ensuring orders are correct
• Multi-tasking
• Built customer rapport by providing friendly, genuine service, to increase customer retention