Experience

TEC Canada

• Canada
• Professional Training and Coaching
• 100 - 200 Employee

• Operations Manager

  • Apr 2022 - Present



WestJet

• Canada
• Airlines and Aviation
• 700 & Above Employee

• Regional Catering Coordinator

  • Jun 2019 - Apr 2022

• International Operations Manager

  • Sep 2017 - Jun 2019

  • Provide support, leadership and mentorship to local WestJet team and to our handling partners across their regions • Responsible for holding all 66 International WestJet bases to strong On Time Performance and safety through development of KPI’s.• Conduct regular meetings (internal and external) to build effective, balanced decision making towards problem resolutions• Prepare and deliver quarterly and annual performance reviews for direct reports• Participate in the development of budgets and forecasts • Support growth, guest satisfaction and productivity while managing project teams, plans, timelines, budgets and results.• Direct all integration and development of all Guest Experience operational processes effectively and ensure that all handling partners are aligned with our requirements• Identify strategic opportunities within the operation and work with internal business units and external handling partners to ensure productivity and continuous improvement• Develop plans for ongoing improvements and integration of new business processes to ensure compliance and communicate all plans to leadership• Coach, train and advise business units, handling representatives and team members as it pertains to International Operations• Responsible for completion of Accident/Incident checklist and action plan• Responsible for management and relationship of third parties’ contractors• Identify strategic opportunities within the international airports communities and facilities that will enhance service and improve operations• Handle all ability management and return to work cases completing WCB forms when required• Directly responsible to initiate, lead and execute vital plans for complex projects with multiple disciplines across the organization and with external partners.

• Guest Experience Manager Calgary Airports

  • Sep 2013 - Sep 2017

  • Development of all guest service processes and procedures, as well as provide guidance on contingency plans for degraded modes of operations• Ensure team compliance with policies, procedures and processes and that measures are in place to validate that they are being consistently followed• Roll out of front-line initiatives and associated change management strategies to ensure successful launches and long-term team compliance.• Identify strategic opportunities within the Airport community and facility that will enhance service and improve operations• Ensure Guest Experience targets are met and that the team consistently maintains guest focus.• Responsible for ensuring manpower and recruitment plans are in place to support operational and guest experience requirements• Monitor relevant key performance indicators and develop and implement strategies to ensure that established targets are met• Develop strategies to efficiently manage operations within the airport, reducing facility utilization and associated airport fees• Provide guidance on long term staffing requirements consistent with service standards and ensure that these are within established budgets• Establish cost and monitoring processes for the management of third-party providers contracted by WestJet.• Prepare and deliver quarterly and annual performance reviews for 16 direct reports

• Guest Experience Manager Edmonton

  • Jan 2010 - Sep 2013

• Duty Manager Edmonton Airpor

  • Jun 2000 - Jan 2010