High energy leader who drives performance and teamwork across divisions and partners with airport authority to accomplish necessary airport support for successful operations.
Strong communicator and visionary with outstanding organizational skills.
Champion of a Safe Working Environment and committed to SOP.
| Management Communicate effectively company policy and safety to all internal/external customers. Skilled mentor, coaching and counseling techniques. Highly effective in setting expectations and holding co-workers accountable for expectations. Effectively utilizess positive attitude to direct, motivate and lead team of co-workers. Strong delegator with oversight for proper and efficient functionality of station operations. Encourage engagement of team members for operational solutions. Excellent management/union relationship. Strong communication, presentation and sales skills with internal/external customer. | Adminstrative OSHA 10 Hour Certification Project Management Training Manpower planning, budget, shift bid, dependability and ATW/BTW audit experience Ground Security Coodinator Emergency Response Team Member Customer Correspondence Develop and lead recognition activities and awards |
Co-leader of team for developmental program for AO supervisors to retool the AO supervisory role. Responsible for disecting AO supervisors roles and responsiblities, identifying "overlapping" tasks, non-value added responsibilities and "white" boarding overall functionality of roles & responsibilities, to subsequently develop tools, training, coaching and mentoring to enhance the success of the AO supervisory role.
Directed overall customer/ramp acitivities, overseeing all airport and cargo acitivities which included lobby, ramp, gate, ground transportation security and vendor management. Responsible for safety, station budget, fueling, ground equipment maintenance, all vendor contracts, hiring, training and all financial, ramp, UAX and OSHA audits. Served as Primary Liasion with Aiport Authority, TSA and OA.
Supervised all customer service/ramp service operations and processes, including lobby, ticketing, gates, ramp, baggage service, lounge, security, cargo and vendor management. Identified and implement process for successful utilization of ECU kiosks and Vendor D position. Collateral responsibility included directing and developing the adminstration of all dependability, manpower, vacation and financial liability.
Performed all functions of line station agent to include but not limited to the following; Lobby check-in, ticketing and accounting; gate management of flights; loading/unloading of baggage and transportation between terminal and aircraft; baggage service; lead all safety initiatives, ATW/BTW; interior cabin cleaning; address distressed customers concerns and resolved issues; promoted and sold all ancillary products.
Served as IAM Committe Chairperson, Burbank - Public Contact Employees - 1999-2004.
Fielded customer calls in contact center for reservation sales, booking itineraries and travel packages.
In October, 2011 I was selected for the PSS Team, lead by Joanne Calabrese to accomplished the "knife" edge cutover of the SHARES computer system. This experience provided yet another invaluable insight into the amount of labor coordination within AO operations, IT and cross-divisionally with numerous departments. The incredible amount of teamwork and chorography by the team in partnership with the field and other divisional teams to accomplish this task on target and successfully was an extraordinary experience.
Following the PSS successful cutover in March of 2012, I was selected for the New Agent Application Team with responsibility, in partnership with IT, for development of new applications to increase the efficiency of customer service and processing and streamline work process for internal co-workers. Part of my responsibility was Communication and Change Management and I developed a strong communication avenue for the field and change management project plan in partnership with Corporate Communications and AO Strategy Group.
Currently I am report to Sherri Kawell, Managing Director - Lines, and have responsibility for MBR for the 77 line stations. My responsibilities include station visits for overview of baggage processes with robust recap of recommendations for improvement. Additionally I have partnered with the BRSC and field GM's for training and education as well as to enhance awareness of MBR and customer service.
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Resume Overview
School Attended
- North Branford High School
Job Titles Held:
- Director - Airport Operations - Hub
- Manager - Customer Service - Hub
- Project Manager - Frontline Leadership Development
- General Manager - Customer Service & Cargo
- Interim General Manager - Customer Service & Cargo
- Supervisor - Customer/Ramp Service
- Customer Service Representative
- Operating Manager - Customer Service
- General Manager - Ski City
- Supervisor Customer Service/Ramp
- Station Trainer - Customer Service
- Customer Service Representative
- Reservation Sales Representative
Degrees
- High School Diploma
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