Responsible, trustworthy, professional with experience in airline operations, administration and training, who enjoys
working in a diverse, fast-paced, team-oriented environment. Solid organizational, communication and time management
skills. Adept at bridging performance gaps to complete business interests, developing process improvement initiatives,
and conveying complex concepts in a simple and compelling manner.
MS Word, Excel, and PowerPoint
Charismatic and confident public speaker
Delta Air Lines, IncJanuary 2013 to January 2016Operations Service Manager Philadelphia, PA
Assumed the role of acting Station Manager for Delta Air Lines at PHL from January to June 2014, ensuring that all company procedures and Federal Aviation Regulations were adhered to.
Provided leadership to front-line work team, oversaw and coordinated operational performance including consistent customer service delivery and mentoring change, which enabled PHL to rise from number 8 to number 1 and winning Delta Air Lines Category A "Station of the Year 2014" award.
Integrated a culture of continuous improvement in all areas of business operations.
Coordinated with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees.
Provided effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
Attended daily staff briefings to give feedback on key work related issues.
Coached, mentored, and developed staff, including overseeing new employee onboarding and providing career development planning and opportunities.
Managed cost within each shift by controlling overtime and by identifying other unnecessary cost efficiencies Conducted briefings and facilitated meetings with team members, peers and business partners.
Served as an operations liaison between Delta Air Lines and all contracted business partners within the station - working closely with those business partners, which included WFS, PrimeFlight, US Aviation, TSA, CBP and other organizations to ensure compliance and performance.
Participated in Incident Analysis reports, Injury Prevention Groups sessions and applicable stations safety meetings - STARS reports, safety team and committee with all business partner participation and ensured adherence to the station Safety Business Plan.
Responded to and investigated Internal or DOT disability complaints as the Lead CRO for the station.
Maintained qualification as a Ground Security Coordinator (GSC), serving as liaison for security and operational issues/concerns as required by the ACSSP/PCSSP.
Responded to and reported in-flight emergencies and malfunctions.
Ensured the completion of all required aircraft forms, logs and reports in compliance with all Federal, State, Local, and foreign regulations.
Fostered a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed.
Created and executed an action plan which improved PHL new check in system usage from 3% in Feb14 to over 80% in Apr14 and then further improved Service Recovery and Airport Experience scores.
Tasked by the NE Regional Director to travel to stations in the region which were deficient in SNAPP, the new check in system, usage to mentor those teams as a subject matter expert.
PIT, IAD and BWI were three stations that recorded 100% SNAPP usage immediately after my visit.
January 1997 to January 2013Lead Customer Service Agent
Led the frontline airport customer service agents for Delta Air Lines at Miami International Airport.
Provided for the safety and comfort of passengers and satisfied their needs and requests, within the limits of sound operational procedures.
Responded politely to passenger complaints regarding ticketing and baggage handling.
Successfully coordinated and improved safety and security focus at the Miami station.
Increased on time departures and other key performance indicators as reflected in Miami's KPIs for 2012.
Decreased at risk behaviors through safety observations conducted along with Operation Service Managers.
Administered local station training and facilitated information updates through leading team meeting in and accurate and timely manner for agents.
Contributed to the MIA baggage handling scores which increased 38% YOY in 2013.
Assisted MIA team with the implementation of all new technology including the new SNAPP check in system.
University of Maryland CollegeBachelor of Arts: EconomicsPark, MDEconomics
business operations, Business Plan, communication skills, conflict resolution, continuous improvement, customer service, delivery, Staff training, focus, forms, Human Resources, Injury Prevention, leadership, Director, meetings, mentor, mentoring, Excel, PowerPoint, MS Word, public speaker, Safety, Scheduling, sound, teamwork, Team player