Ruth Hakalo
Auckland,Favona
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude, adept in resource planning and team leadership, with a focus on enhancing operational efficiency. Leveraged GroundStar software expertise and analytical skills to upgrade real-time systems, ensuring optimal staffing and customer experience. Proven track record in staff training and support, underpinning a results-driven approach to workforce management.
Overview
22
22
years of professional experience
Work History
Workforce Coordinator
Air New Zealand
03.2012 - Current
- Produce preplans that are safe, cost effective and deliver to operational requirements for FOH and BOH workareas across INTL and Domestic ports.
- Manage the allocation of resources on the DOP using the RealTime application, ensuring all critical tasks are adequately resourced at all times to ensure the smooth running of the operation.
- Manage changes post roster publication and prior to the day of operation, including the late Unallocated Duties processing from -5 / -1 DOP up to the DOP, where required. This involves adhering to the local business rules whilst ensuring that all activities are carried out in accordance with the rules in the Collective Employment Agreement (CEA).
- Attend regular rostering and planning meetings to evaluate staffing needs, provide regular communication, direction and feedback to enable effective deployment of staff across Pax and Ramp operations on a frequently changing basis.
- Manage the approval and processing of overtime, shift swaps and post roster leave using the WFP SharePoint systems.
- Managed the Time and Attendance application for the business on the day of operation including processing timesheets, clearing exceptions, investigation of any irregularities with the TMs and ensuring the accuracy of data prior to the end of each pay period for Payroll.
- Coordinate and deliver technical and 'on the job' training for new team members.
- Review engagement standards, made recommendations and assisted in implementing profile changes in rosters and Real-Time system.
- Provide relief coverage for Team Manager – Resources during leave/sickness.
Workforce Planning Systems Analyst
Air New Zealand Airport Campus
04.2021 - 09.2021
- Worked as the operational SME alongside different stakeholders and vendor to upgrade Real Time system from version 9.6 to the current version 2022.
- Lead the defining of rule requirements for each area to be implemented in Real Time system.
- Reviewed and analysed different data and information from old system that contribute to different rules and set up for new system.
- Tested and provided feedback to vendor before finalising rule requirements for profiles to be implemented in production environment.
- Co-ordinated and delivered training of new system for the WFCs and leadership teams.
- Drafted and communicated details of project and expectations to the leadership teams during the upgrade.
- Worked alongside CHC and WLG ports to understand their rules and requirements to assist in setting up rules for AKL and also the opportunity to combine and have global Real-Time rules that work for NZ ports.
- Enhanced system efficiency by identifying and resolving technical issues with the vendor and systems squad.
Customer Services Agent
Air New Zealand
11.2008 - 03.2011
- Managed the gates for departure flights, ensuring the safe and smooth running of boarding, disembarkation and assisting passengers as well as supporting our gate staff.
- Communicating and liaising with AOC, Ramp and BOH teams about any c
- First point of contact when meeting arrival flights, safe operation of airbridges, liaising with cabin crew, AOC and concourse teams about any issues as well as assisting passengers from the gate.
- Checking in AIRNZ and customer airlines' passengers.
- Checking and processing appropriate documentation for different destinations ensuring all are valid prior to accepting passengers and printing boarding passes.
- Managing fragile counter, queues at the welcome wall and Special assistance desk for those passengers that require special assistance.
- Communicating and escalating any issues with flights or passengers to the correct areas and support teams.
- Helped large volume of passengers every day with positive attitude and focus on customer satisfaction.
Psychology Tutor
University Of Auckland
03.2007 - 03.2008
- Mentored second-year undergraduate Pacific Island students studying Psychology
- Liaised with students through emails and one-on-one meetings in regards to any issues they have with their studies or Psychology.
- Provided guidance and support with student assignments and exams including facilitating workshops.
- Had weekly office hours for student walk-in time.
- Meeting with other mentors or coordinators to organise for workshops and put together ideas on issues related to mentoring and how to better support our PI students.
Research Assistant
University Of Auckland
03.2007 - 02.2008
- Gathered, arranged, and composed reports on the topic of ‘changing status symbols in post-industrial society’.
- Researched and summarised findings for presentation to Supervisor in charge.
Duty Manager
Foodtown Supermarket
04.2006 - 02.2008
- Managed the store's eight departments and staff ensuring the smooth and efficient running of operation during peak hours.
- Monitored and managed the sale of Liquor and Tobacco ensuring sale laws are enforced.
- Addressed and responded to customer complaints and concerns providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Secured money safe and setting alarms when locking up the store.
- Secured check-outs’ end of day money bags, documents and reconciliation sheets.
- Qualified first aider responsible as first point of contact for emergencies and accidents within the store.
- Responsible for completing emergency checks within the store and addressing any issues should any arise during shift.
- Managed shoplifters, dealing with the police and documenting reports for store's records. These include trespass notices and theftec civil recovery reports.
- Undertaking regular health & safety checks for fresh food departments (meat/deli/seafood) to ensure the sale of fresh food and removal of any old and expired products.
Checkout Supervisor
Foodtown Supermarket
11.2003 - 03.2006
- Managed check-out operators and the processing of customers and their shopping needs.
- Dealt with customer complaints escalating any issues to the management team when needed.
- Processing refunds and product returns.
- Managed roster, coverage for sickness and staff breaks.
- Undertaking produce tests for staff to ensure they're up to date with product codes.
- Ensured that the liquor and tobacco sales acts are enforced at all time within store trading hours.
- Secured and monitored cash-up time for operators when they finish their shifts.
Checkout Operator
Foodtown Supermarket
10.2002 - 11.2003
- Maintained a clean and organised checkout area, ensuring a positive shopping experience for customers.
- Worked flexible schedule and extra shifts to meet business needs.
- Accurately counting, cashing up and signing off till at the end of shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Provided exceptional service to customers, promptly addressing concerns and answering inquiries.
- Addressing and escalating any issues to the check-out supervisor and management when required.
Education
Bachelor of Commerce (Honours) - Business Management
University of Auckland
Auckland, NZ2008
Bachelor of Arts - Psychology & Management
University of Auckland
Auckland, NZ2007
NCEA Level 3/Level 2/Level 1
Mangere College
Mangere, NZ2004
Skills
- Resource Planning
- Data and Trends Analysis
- Staffing requirements
- Customer Experience
- GroundStar software (GS Real-Time, GS Rostering, GS Planning) experience
- Team Support/Leadership
- Verbal and written communication
Timeline
Workforce Planning Systems Analyst
Air New Zealand Airport Campus
04.2021 - 09.2021
Workforce Coordinator
Air New Zealand
03.2012 - Current
Customer Services Agent
Air New Zealand
11.2008 - 03.2011
Psychology Tutor
University Of Auckland
03.2007 - 03.2008
Research Assistant
University Of Auckland
03.2007 - 02.2008
Duty Manager
Foodtown Supermarket
04.2006 - 02.2008
Checkout Supervisor
Foodtown Supermarket
11.2003 - 03.2006
Checkout Operator
Foodtown Supermarket
10.2002 - 11.2003
Bachelor of Commerce (Honours) - Business Management
University of Auckland
Bachelor of Arts - Psychology & Management
University of Auckland
NCEA Level 3/Level 2/Level 1
Mangere College
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