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Skills

  • Conflict resolution under pressure
  • Aviation software proficiency - Asana
  • Customer service enhancement
  • Problem resolution
  • Data-driven decision making
  • Crew scheduling and coordination
  • Aircraft emergency protocols
  • Team management
  • Airfield safety expertise
  • Business operations

Work Experiences

  • Coordinated with air traffic control.
  • Cut manual labor by 81% over 2016.
  • Achieved Top Performer for enhancing customer service training and reducing customer queries by 13.
  • Coordinated across 4 teams.
  • Achieved system efficiencies.
  • Had an excellent attendance record and was always on time for work.
  • Collaborated with technology teams to upgrade check-in kiosks, cutting average processing time from standard to category.
  • Cut average processing time from framework to program.
  • Coordinated with metric and local agencies.
  • Championed a diversity and inclusion initiative, boosting team engagement scores by 16% in 2023.

Summaries

  • Contributed to program achieving recognition for environmental excellence after leading a waste reduction program resulting in 34% less waste.
  • Achieved a 29% reduction in security breaches.
  • Achieved 36% less waste.
  • Consistently delivered performance reports for senior leadership, identifying and acting on framework operational issues to improve efficiency.
  • Boosted terminal retail sales by 3 in 2020.
  • Contributed to revenue growth.
  • Achieved significant on-time departure improvements.
  • Accomplished in implementing new safety procedures, leading to a 64% reduction in security breaches at Chicago.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Collaborated with method to enhance customer satisfaction.

Accomplishments

  • Partnered with HR to develop and implement a new diversity training program, which increased inclusivity and morale, reflected in a 17% employee engagement score improvement.
  • Oversaw a passenger service recovery program, coordinating with team leads to resolve disruptions, resulting in a 42% improvement in rebooking and refund handling times.
  • Monitored and mediated all escalated travel-related complaints, successfully reducing conflict incidents by 36%.
  • Implemented workforce optimization strategy, reducing labor costs by 16% while improving efficiency during peak operational hours.
  • Supervised the rollout of a new gate-assignment system, ensuring a more even distribution of resources, and reducing delays caused by gate crowding by 52%.
  • Coordinated with airside operations to streamline de-icing procedures during winter months, which resulted in faster pre-flight turnaround by 47%. Improving on-time performance consistently.
  • Managed daily gate operations and provided coaching to team members, resulting in a 16% reduction in customer wait times and an overall smoother check-in process.
  • Developed a multi-tiered emergency response plan that significantly improved the reaction time of concourse staff by 61% during high-priority incidents.
  • Resolved product issue through consumer testing.
  • Chaired the implementation of a security protocols overhaul, cutting security breach risks by 37% and ensuring continuous compliance with TSA regulations.

Affiliations

  • Jaycees
  • American Customer Satisfaction Index (ACSI) Consulting Initiative
  • Freemason
  • Society for Human Resource Management (SHRM)
  • International Association of Emergency Managers (IAEM)
  • Passenger Service Agents Association
  • Global Aviation Talent Training and Development Initiative
  • International Civil Aviation Organization (ICAO)
  • National Coalition of Aviation and Airport Security (NCAAS)
  • Airport Terminal Services Association

Certifications

  • Certified Manager (CM) - Institute of Certified Professional Managers
  • Occupational Safety and Health Administration (OSHA) 30-Hour General Industry Certification
  • SHRM Certified Professional (SHRM-CP)
  • International Ground Handlers Certification (IGOM) – IATA
  • Aviation Professional Association Certified Supervisor (APACS)
  • Certified Homeland Security Professional (CHSP)
  • IATA Dangerous Goods Regulations (DGR) Certificate
  • Ramp and Terminal Safety Training Certification (IATA)
  • Certified Facilities Manager (CFM)
  • ServSafe

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