Experienced In-Flight Service leader offering over 6 years working in the airline industry in various inflight service leadership positions and over 8 years military leadership experience. Proven skills in responding to emergency situations and maintaining calm demeanor under pressure. Pursuing the IFS OCC Manager position to provide servant leadership and support to line flight attendants and to help them reach their full potential and embrace diversity while connecting with our customers on the global stage.
Skills
FAA regulations
Company culture and values
Brand promotion
Emergency situations management
Business operations
Supervision
Safety procedures
Planning and coordination
Problem resolution
Operational improvement
MS Office
Bilingual - English and Spanish
Conflict mediation
Adaptable and organized
Diversity and Inclusion
Safety-oriented
Skilled multi-tasker and fast learner
Excellent judgment
Superior communication skills
Training and coaching
Experience
12/2020 to Current
Field Service ManagerCanon Solutions America – Washington, DC,
Builds positive relationships with leaders and Flight Attendants in order to maintain workforce engagement, commitment, and flexibility.
Responsible for the performance-based management of large teams of Flight Attendants on all KPIs such as safety, reliability customer satisfaction, finances, etc. through actions including recognition, coaching, and verbal and written delivery of necessary corrective action when appropriate.
Ensures safety awareness and compliance.
Promotes health, wellness, safe work environment and safe work practices.
Responsible for ensuring and addressing Quality Assurance issues such as uniform compliance, overall performance, and customer satisfaction.
Partners with base support personnel, other divisions, and internal/external partners including IFS employee involvement groups to provide information, input and solutions for continuous improvements for base operational needs and personnel or administrative issues.
Participates in leader flying program; includes on-board customer and employee engagement while supporting Flight Attendant crew.
Proactively responds to and acts upon time sensitive matters and competing priorities requiring base communication, input and/or feedback.
Provides primary support to Flight Attendants before, during and after flight departure.
Acts as liaison and support for assigned projects within the base and/or division.
Communicates frequently with remote Flight Attendant workforce from base location.
Role models Delta's Rules of the Road and core values.
Practices safety-conscious behaviors in all operational processes and procedures.
04/2013 to Current
Medical Service Corps OfficerLowell General Hospital – Lowell, MA,
Supervised and managed the administration of property and equipment totaling more than $12.3 million.
Mentored 43 combat medics (68W) to align performance with Army Values and promote personal and professional development.
Prepared operation plans and orders to support the health and welfare of an Armored Reconnaissance Squadron.
Received and implemented combat orders and directed deployment of personnel in offensive, defensive and retrograde operations.
Maintained health records for Army Soldiers.
Accomplished all assigned missions by providing exceptional leadership, equipment maintenance and consistent monitoring of platoon functionality.
Managed receipt, storage, and issue of medical supplies.
Administered medications and immunizations.
Effective decision-maker in high-pressure environments.
Trained and instructed subordinates and supported units on medical training.
Planned and coordinated resources to execute training activities and missions.
Mentored and coached soldiers to facilitate professional development and create a platform for future leadership.
02/2020 to 12/2020
In-Flight Service OCC ManagerDelta Air Lines – City, STATE,
Responsible for handling operationally critical flight attendant and customer issues in the Operations & Customer Center, a 24/7 operation.
Serves as a direct link for In-Flight Service leadership for operational awareness and is responsible for handling/coordinating all emergency action for the In-Flight Service department.
Tracks and trends maintenance data, identifies Cabin Maintenance/Customer Service Excellence item issues, manages the Everbridge divisional notifications and communicates to bases and other areas of the OCC to mitigate customer and crew impact.
Interacts with all other operational departments within the Operations/Customer Center to facilitate strong operational integrity.
Records and tracks customer and flight attendant issues handled by the Operations/Customer Center.
Participates in Emergency Action/Response drills.
Responsible to attend all OCC briefings and disseminate pertinent information to all levels.
Intercede with flight attendant scheduling and reroute situations to provide assistance to flight attendants.
Provide assistance to flight leaders and pursers for customer issues while in-flight.
First point of contact for various IFS situations during IROPS and after hours.
Provide face-to-face communication to the flight attendants through system-wide base visits as well as interaction with flight attendants in an aircraft environment.
Practices safety-conscious behaviors in all operational processes and procedures.
09/2015 to 02/2020
Flight Attendant/PurserDelta Air Lines – City, STATE,
Listened to customer feedback and responded to maintain or improve processes.
Offered answers to passengers' questions and resolved issues that arose during flights.
Served beverages and food items and provided key information about offerings to passengers during flights.
Promoted efficient use of storage space by instructing passengers on best methods for stowing luggage in overhead compartments and under seats.
Supervised up to eleven flight attendants during international flights ensuring consistent delivery of onboard service and Strive for 5 behaviors.
Demonstrated and clearly explained safety processes and emergency procedures to passengers before takeoff.
Politely greeted incoming passengers and provided direction to seat locations to facilitate the boarding process.
Ensured that prompt communications were distributed between the flight deck and the cabin crew.
Inspected interior of aircraft prior to, during, and after flights to ensure proper stowing of emergency equipment.
Promoted passenger and crew safety by maintaining airline and federal aviation regulations at all times.
06/2009 to 12/2013
ParamedicScott County Life Saving Crew – City, STATE,
Assessed scene on arrival to identify potential safety issues and hazards affecting first responders.
Cleaned wounds and applied gauze and bandages to prevent infection.
Demonstrated dedication to providing quality care through continued training and education.
Monitored patients from scene to hospital transfer while conducting in-transit care.
Treated patients suffering from variety of illnesses and ailments, including heart attacks, strokes, and motor vehicle accident injuries.
Adhered to all protocols and procedures to maintain safety of patients and paramedic crew.
Remained level-headed and proactive during emergency situations.
Administered CPR and other life-saving techniques on patients in cardiac arrest.
Managed care in field and in-transit, including performing standard testing and administering necessary medication.
Conducted equipment inspections and vehicle checks in adherence with required maintenance schedules.
Education and Training
Expected in 05/2015
Bachelor of Science: Aviation Management Middle Tennessee State University - Murfreesboro, TN, GPA:
Expected in 08/2020
Diploma: IATA Aviation Management Embry-Riddle Aeronautical University - Daytona Beach, FL GPA:
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