Experience

• 

  Amazon

  • Baltimore, Maryland, United States

  • Senior Operations Manager

    • Apr 2021 - Present
    • Baltimore, Maryland, United States
• 

  Delta Air Lines

  • United States
  • Airlines and Aviation
  • 700 & Above Employee

  • General Manager

    • Mar 2020 - Apr 2021

  • Department Manager

    • Dec 2017 - Mar 2020

  • Operations Service Manager

    • Jun 2013 - Dec 2017

    Responsible for leading efforts on Airport Experience and Service Recovery at Seattle-Tacoma International Airport. Motivates and coaches direct reports for the Red Coat Program and overall growth within Delta through mentoring, delegation and on the job training. Oversees and coordinates operational performance for on-time departures, safety, customer service delivery and connection ratio in Seattle. Champion for the Delta People Care fund in SEA. Measures and analyzes the stations key performance indicators for opportunities in improving customer service Net Promoter Scores.

  • Ops Station Coordinator - Passenger Service Lead

    • Sep 2011 - May 2013

    Responsible for driving performance at Delta mainline and business partner KLM Royal Dutch Airlines through exceptional customer service, striving to meet or exceed the station's metrics, specializing in aircraft quick turns, and serving as coordinator between passenger service and ramp operations. Monitor and report KLM's SCB/HUB baggage performance and cargo/ freight load planning. Expert in gate operations, which includes boarding time management, promoting in-flight upgrades, communicating with in-flight crew and ramp personnel to ensure a safe and on-time departure.

  • Passenger Service Lead

    • Jan 2011 - Sep 2011

    Responsible for delivery exceptional customer service for our Delta/ KLM elite passengers and serving as a leader in passenger service operation. Responsibilities includes assisting our elite passengers during service failures, managing staff daily schedules, coaching front-line employees throughout the process, reporting baggage and airline products sales to KLM's station management.