Experience

The New Terminal One at JFK

• United States
• Airlines and Aviation
• 1 - 100 Employee

• Vice President Operations

  • May 2023 - Present

• Asset Delivery Manager

  • Nov 2022 - May 2023



LaGuardia Gateway Partners

• United States
• Airlines and Aviation
• 1 - 100 Employee

• Director of Operations

  • Aug 2016 - Nov 2022

  Accountable for planning, coordinating and directing the operations of the Central Terminal Building with primary focus on safety, security, and customer service. Responsible for the effective and efficient overall running of the Central Terminal Building, associated airside operations and the smooth functioning of the terminal's Operation Center while closely coordinating the development of the new Terminal B facility. Accountable for planning, coordinating and directing the operations of the Central Terminal Building with primary focus on safety, security, and customer service. Responsible for the effective and efficient overall running of the Central Terminal Building, associated airside operations and the smooth functioning of the terminal's Operation Center while closely coordinating the development of the new Terminal B facility.



Dejana Industries

• United States
• Machinery Manufacturing
• 1 - 100 Employee

• Vice President

  • Aug 2014 - Aug 2016

  Responsible for companies overall operations nationally. Maintained and grew customer base while providing consistent customer service in an unpredictable environment. Established routine and preventive maintenance programs to ensure existing equipment service levels met and exceeded expectations, established contracts to introduce new equipment. Focused on development of team and recruitment opportunities to fulfill seasonal needs. Responsible for companies overall operations nationally. Maintained and grew customer base while providing consistent customer service in an unpredictable environment. Established routine and preventive maintenance programs to ensure existing equipment service levels met and exceeded expectations, established contracts to introduce new equipment. Focused on development of team and recruitment opportunities to fulfill seasonal needs.



JetBlue Airways

• United States
• Airlines and Aviation
• 1 - 100 Employee

• Vice President, System Operations

  • Aug 2013 - Jun 2014

  Led and directed all facets of the airline's operational performance driving customer satisfaction while managing a flight schedule of 900 daily departures. Oversaw a diverse workforce including the System Operations Control (SOC) group, which includes the Dispatch, Air Traffic Control, Load Planning, Customer Service Coordination, System Control (flight tracking), System Analysis Teams, Crew Services, Crew Scheduling and Crew Planning, Emergency Response and Business Continuity. Prepared team readiness for response to significant irregular operations and emergency events ensuring seamless customer experiences while ensuring all goals are aligned and met established metrics, executing decisions based on customer impact, executing best practices and governances system wide.*Established business continuity plan for operations; built and maintained a fully redundant SOC backup facility to operate the airline to avert risk associated with catastrophic loss of the primary facility. The Facility was fully functional within one year from signing contract and all protocols established and incorporated in emergency ops manual*Dedicated to driving performance through developing and fostering a participative, empowered environment. Participation in annual speak up survey was over 90% achieving the highest department rating, improved employee engagement scores by over 10% Show less

• Director Operations & Customer Service

  • Jun 2010 - Aug 2013

  Directed airport department comprised of 50 leaders and 1500 employees for JetBlue’s home base of operations. Responsible for all aspects of JFK from curb to runway. Instrumental player and champion of both customer service and operational initiatives aligned with corporate strategy of becoming Americas’ Favorite Airline. Goals are aimed at continuous improvement for customer while embracing JetBlue Values. *Administered annual budget of over $130 million. Achieved $3 million annual cost savings in voluntary salary adjustments, superseding expected reductions by consolidating and streamlining operations and managing head count through offering unique bidding assignments and voluntary time off programs. *Led and sponsored cross departmental project aimed at improving efficiency with aircraft turns. Project “Minute Made” resulted in $38 million annual savings as spare aircraft was reallocated; turn time for A320 improved by 22%*Established/maintained good working relationships with business partners ensuring seamless execution of contracts and adherence to Service Level Agreements. Performance scorecards and tracking systems were implemented to measure service; costs neutralized while coverage improved 10%; DOT complaints reduced 25%*Strengthened a solid working relationship with government agencies. As liaison for JFK community and task force member of coalition with IATA and A4A influenced CBP’s staffing and acquisition of Automated Passport Control Kiosks. As a result of this adopted program, 95% of current customers clear within 45 minutes as compared to 67% within 60 minutes, decreasing wait time and increasing throughput*Managed airport programs as a collateral responsibility coordinating system wide airport related initiatives. Created “Little Things Matter” customer service campaign and Real Time Recovery program, which earned JetBlue’s 9th JD Power Award Show less

• Director of Operations

  • Mar 2007 - Jun 2010

  Assumed responsibility of JFK Operations responsible for coordinating and executing daily schedule in safe and efficient manner. Implemented controls and established processes that improved operational integrity by mitigating delays. Maintained strong interdepartmental relations, which ensured collaboration and alignment of goals.*Spearheaded JFK runway project as lead for JetBlue, partnering with PANYNJ, FAA & airline partners to ensure operational disruptions were mitigated during 4 month closure of biggest runway in JFK. Early adopter and supporter of metering program, which reduced airport congestion; average aircraft queue length decreased from 40 to 10 *Created and executed key projects for Airport team promoting enhanced customer service. Initiated Customer Retention Program to recognize and reward good behavior and “IROP in a BOX” designed to provide team tools for use during disruptions. Compliment/complaint ratio improved to 6.30 :1 from .92:1. The number of employees receiving complaints were reduced from 44% to 12%*Formulated detailed Emergency Response and Evacuation Plan for T5 JFK. Ran tabletop exercises, conducted self audits and participated in full scale drill which validated protocols and procedures. E-learning module was created to ensure continuous training of employees. Developed Emergency Response Plan for JFK and conducted self-audits to validate processes Show less



Delta Air Lines

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

• Director, JFK Station

  • Nov 1991 - Mar 2007

  Leadership oversight included overseeing key departments of customer service, ramp operations and tower operations. *Oversaw a dual terminal facility in JFK with over 120 daily departures serving 18 international and 30 domestic markets. Station champion for safety, security and compliant operations. Fostered good employee relations and motivated team to accomplish mission goals. Leadership oversight included overseeing key departments of customer service, ramp operations and tower operations. *Oversaw a dual terminal facility in JFK with over 120 daily departures serving 18 international and 30 domestic markets. Station champion for safety, security and compliant operations. Fostered good employee relations and motivated team to accomplish mission goals.