Senior Manager

• Aug 2021 - Present

Manager, Airport Customer Services

• Jul 2020 - Aug 2021

• Managed diverse ACS departments to include customer care, customer operations and airport workforce management.• Trained and developed new Customer Service Managers as their mentor in diverse departments.• Vacation Relief Manager on Duty (L5) to oversee the total operation of management and unionized work members on duty.• Deice coordinator helped instituted training and help transition the deicing operation from a vendor business partner to our delegation. • Trained and developed managers in the Ramp Control Center which oversaw ramp staffing and the baggage transfer (ABR) department. • Assisted Station Compliance Coordinator with areas of accountability from developing FAA security sheets audits and key audits.• Oversaw plenty of diverse projects and reported to senior leadership for the stations improvement.

Customer Service Manager- Airport Customer Experience (Above/Below Wing/Administration)

• Nov 2018 - Jul 2020

• Effectively lead a team of managers, supervisors, lead agents and agent workgroup to include vendors. • Oversee special projects to promote team unification and develop future leaders. • Administrative duties diversities and implementations of adjudication/mitigation processes of non-compliant items. • Create a customer friendly operation and ensure the operational success to ensure customer satisfaction while upholding policy. • Provide innovation to promote operational success and ensure all performance metrics were met/exceeded.• Management Sponsor and Station Founder of the first Inclusion Circle among the EBRG’s (Employee Business Resource Group) for American Airlines.

Customer Service Manager- Customer Care and Compliance (Above and Below Wing)

• Mar 2018 - Nov 2018

• Oversee the daily operation to include managers, supervisors and agents. • Promote a compliant culture reaching our metric goals and maintain a customer friendly atmosphere. • Ensure customer satisfaction and elevate the customers experience. • De-escalate any customer or employee issues sustaining a safe environment.• Perform audits for FAA airline regulated documents and place processes in place to ensure compliance.• Oversee projects for team unification and strengthen the ACS departments above/below wing.• Strengthen relationships with our unionized workers and it’s leadership.

Compliance Manager (CSM/Acting Duty Manager- Customer Operations)

• Jul 2017 - Nov 2018

• Promote a safe work environment. • Ensure compliance with ramp operations, customer service compliance, station accounting, OSHA audits and compliance of dangerous goods logging. • Oversee projects of special training to promote company policy and changes. • Random unannounced ramp audits, customer experience audits and conduct seminars with diverse unionized employee workgroups while creating the most restrictive station specifics with union agreement. • Led a group of managers, supervisors and agents. • Issue disciplinary and corrective action to ensure company compliance in a safe work environment.

Customer Service Operations Manager (Below Wing)

• Oct 2016 - Jul 2017

• Oversee the ramp operation and ensure a high level of safety. • Manage a diverse unionized work group to include crew chiefs, leads and agents.• Oversee staffing allocation to ensure resources were moved to the areas most needed to ensure operational excellence while performing safely.• Issue mandatory assignments while in compliance with our unionized collective bargaining agreement and communicating with the front line team to include leadership to ensure a smooth process.

Customer Care Duty Manager (US Airways Express/American Eagle)

• May 2014 - Oct 2016

Manage unionized team members above (Gates and Express Training). Cross utilized in all aspects of the operation including the Tower. Ensuring manpower was best utilized, metric goals were met and drive for the best performance while maintaining excellent customer service. In addition, acted as Duty Manager (Manager of Unit Managers) for the operation on the E-Concourse (50 Gates with 364 daily departures) in which was the largest regional operation for US Airways.

Customer Service Supervisor/Acting General Manager (Above and Below Wing)

• Nov 2013 - May 2014

Supervise unionized team members above (Gates/ticket counter/BSO) and below the wing (ramp). Cross utilized in all aspects of the operation including the Tower. Ensuring manpower was best utilized, metric goals were met and drive for the best performance while maintaining excellent customer service.

Customer Service Agent

• May 2013 - Nov 2013

Ticket counter agent, gate agent, jet way trainer and handled all rebooking of customers. Worked baggage service and handled all customer services. Ticket counter agent, gate agent, jet way trainer and handled all rebooking of customers. Worked baggage service and handled all customer services.

Ramp Agent (US Airways Express)

• Mar 2012 - Jan 2013

Loading of customer baggage, baggage room agent, pushing out of aircraft and ABR agent. Worked all areas of the ramp. Loading of customer baggage, baggage room agent, pushing out of aircraft and ABR agent. Worked all areas of the ramp.