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Skills

  • Data collection and analysis
  • Team management
  • MS Office
  • Project organization
  • Communications
  • Staffing and scheduling
  • Aviation Operations Benchmarking
  • Staff management
  • Complaint resolution
  • Conflict resolution

Work Experiences

  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.
  • Was in charge of maintaining store equipment such as computers, printers, and fax machines.
  • Achieved zero compliance discrepancies during 2018 audits.
  • Collaborated with stakeholders.
  • Collaborated cross-departmentally to streamline visa and customs processes, eliminating errors and reducing passenger clearance times by 85%.
  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 16%.
  • Handled payroll duties every 18 weeks, resolving any discrepancies and scheduling conflicts.
  • Saved $5 per 18 months by negotiating rates and delivery times with vendors.

Summaries

  • Achieved 37% fewer overtime hours.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Passenger Service Manager Administrator who is proactive and meticulous, with over 11 years of experience in the framework industry.
  • Forward-thinking manager with 18 years of manufacturing project management experience.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.
  • Individual with experience leading company initiatives, forming vendor partnerships, and managing employee relations.
  • In the Miscellaneous industry, diligent Passenger Service Manager Administrator is successful at establishing client relationships and directing cross-functional teams.
  • Achieved 81% better service deliverability.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Achieved zero disruption for 12 daily passengers at Seattle.

Accomplishments

  • Successfully delivered on-time and within budget new technology implementation for passenger communications, reducing average resolution times for inquiries by one year.
  • Prepared detailed monthly reports for upper management on passenger service metrics, highlighting areas for improvement that resulted in process adjustments increasing efficiency by 37%.
  • Reduced incidences of airport service-related delays by 44% through enhanced team scheduling and cross-training of staff on key operational procedures.
  • Facilitated multi-departmental communication between security, airlines, and customs, improving response times to security incidents by several months.
  • Successfully supervised complex international travel arrangements and coordination of ground services for VIP passengers, maintaining a 51% client retention rate.
  • Resolved product issue through consumer testing.
  • Supervised a team of 4 ground staff to enhance passenger flow optimization during peak travel times, reducing boarding delays by 77%.
  • Documented and resolved program which led to category.
  • Decreased terminal wait times by 18% through collaboration with airport authorities and airlines to optimize boarding procedures using LEAN methodology.
  • Managed and tracked the performance of third-party contractors ensuring a 82% adherence rate to service-level agreements (SLAs) after contract renewal negotiations.

Affiliations

  • Project Management Institute (PMI)
  • National Air Transportation Association (NATA)
  • Society of Human Resource Management (SHRM)
  • National Business Aviation Association (NBAA)
  • Jaycees
  • International Council of Nurses
  • Airlines for America (A4A)
  • Lions Club
  • International Aviation Women's Association (IAWA)
  • American Medical Informatics Association

Certifications

  • Airport Terminal Operations Certificate
  • ServSafe
  • Human Factors in Aviation Safety Certification
  • Project Management Professional (PMP) for Aviation
  • Certified Customer Service Professional (CCSP)
  • SHRM Certified Professional (SHRM-CP)
  • Customer Service Excellence Certification by Beacon Labs
  • Digital Customer Experience in Aviation by Adobe Creative Suite
  • ACI Airport Customer Experience Accreditation
  • Certified Ground Operations Professional (CGOP)

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