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Skills

  • Airport Ground Operations Management
  • Cross-departmental collaboration
  • Sales and marketing
  • Airport Lounge Management
  • Operational improvement
  • Strategic planning
  • Team building
  • Communications
  • Budgets
  • Business operations

Work Experiences

  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • Achieved recognition as the top airport service provider.
  • Allowed for scaling during peak travel times.
  • Welcomed new members and established and updated memberships in Brightline standard programs.
  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across method calendars and programs.
  • Shared best practices with on-site and external personnel to align efforts and goals.
  • Achieved customer satisfaction index above 21%.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Achieved improvement over 2020.

Summaries

  • Commended for cutting operating costs by 9% and supervising 6 employees, including sourcing, interviewing, and hiring.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Forward-thinking manager with 18 years of manufacturing project management experience.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Achieved 100% compliance during 2021's safety inspection.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Passenger Service Manager Administrator.
  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved high customer satisfaction in Seattle year after year.

Accomplishments

  • 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.
  • Increased first-contact resolution for passenger complaints by implementing targeted service recovery workflows that led to a 82% increase in customer loyalty metrics.
  • Resolved product issue through consumer testing.
  • Awarded Miscellaneous Certification in passenger service management, resulting in the adoption of best practices on resolving complex customer escalations.
  • Designed and implemented new training programs in customer service, raising overall passenger satisfaction scores by 26% within two years.
  • Successfully supervised complex international travel arrangements and coordination of ground services for VIP passengers, maintaining a 51% client retention rate.
  • Successfully implemented cost-saving initiatives in lounge operations, resulting in $12 of operational expenses saved yearly while maintaining or improving service levels.
  • Reduced operational overhead by $16 through the introduction of automated systems for passenger service check-in and registration processes.
  • Reduced incidences of airport service-related delays by 44% through enhanced team scheduling and cross-training of staff on key operational procedures.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • International Air Transport Association (IATA)
  • Airline Passenger Experience Association (APEX)
  • Commercial Aviation Safety Team (CAST)
  • Society of Human Resource Management
  • Project Management Institute (PMI)
  • Institute of Transportation Management (ITM)
  • Passenger Terminal Expo and Conference
  • Project Management Institute
  • Association of Flight Attendants (AFA)

Certifications

  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Travel & Tourism Executive (CTTE)
  • Advanced Passenger Facilitation and Processing (ACI)
  • Lean Six Sigma Green Belt - 2024
  • Apple Certified Associate (ACA)
  • International Air Transport Association (IATA) Dangerous Goods Regulations Certificate
  • Certified Public Accountant
  • IATA Passenger Ground Services Professional Certificate
  • Cisco Certified Network Associate (CCNA)

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