Experience

Intervine

• United States
• Food and Beverage Services
• 1 - 100 Employee

• Chairman of the Board | Independent Board Member

  • Oct 2019 - Present

  I currently serve as Chairman of the Board with Intervine, Inc. a global wine, snacks and beverages management company that has served the travel industry for over 25-years. I also Chair the Executive, Compensation and Finance Committees and am a member of the Nominating & Governance Committee. Joined the board of this private ESOP (employee stock ownership plan) company in 2019, became Chairman in 2020. Partner with the CEO, executive management team and fellow board members in the review and annual update of the corporate vision including strategic goals and objectives. Lead board meetings and drive committee oversight through effective planning, processes and procedures. Instrumental in developing and executing action plans related to governance, crisis management, revenue generation, financial performance, executive compensation and succession planning. Show less



The Hayward Partnership

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Partner

  • May 2018 - Present

  The Hayward Partnership is a global team of independent industry and industry-relevant experts that provide boutique consultancy services for the Travel Catering and Retail Industry. As a virtual team, we offer flexibility and the ability to tailor and optimize resources based on the specific needs of each project. Our primary motivation is to exceed our customers’ expectations and grow our business through a personalized and collaborative approach. - Conducted an organizational review for a transportation company to optimize the structure of the onboard services team resulting in increased productivity and improved customer service. - Led an in-depth strategic assessment for an airline evaluating all aspects of their customer experience providing the CEO and senior executives the data, research and insights to determine their future vision. - Developed and identified growth and expansion opportunities for an airline catering company, identifying key customer acquisitions and market dynamics. Show less



GLG

• United States
• Information Services
• 700 & Above Employee

• Council Member

  • 2017 - Present



IFSA (International Flight Services Association)

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

• President | Board Member Foundation

  • Jan 2010 - Present

  Serve as President of the International Flight Services Association (IFSA) Foundation Board, a non-profit organization generating scholarships to further the education of IFSA members, their families and students pursuing a career in the onboard hospitality industry. Have served as President since 2018 and as a board member since 2010. From inception, the foundation has raised more than $1.4M, awarded to more than 295 recipients across the globe. As President, have raised on average $150K annually. Show less

• President | Board Member Association

  • Jan 2001 - Jan 2010

  Served as President of The International Flight Services Association (IFSA) 2005/2006, while also serving on the board for over ten years. IFSA is a global professional association created to serve the needs and interests of airlines and railway personnel, inflight and rail caterers, and suppliers responsible for providing onboard passenger services on regularly scheduled travel routes. Responsible for the overall business requirements for the International Flight Services Association including leading board meetings, financial budget reviews, networking events, annual conference and membership development. Show less



Oliver Wyman

• United States
• Business Consulting and Services
• 700 & Above Employee

• Senior Advisor

  • 2017 - 2020

  Provided expert advice for client engagements to optimize their business, improve their operations and accelerate their organizational performance. Extensive knowledge in the airline industry including catering, contract negotiations, customer experience, finance, food services, logistics, onboard service, operations and reservations. Collaborate cross-divisionally with all levels of the organization to develop strategy and vision to impact positive change. Provided expert advice for client engagements to optimize their business, improve their operations and accelerate their organizational performance. Extensive knowledge in the airline industry including catering, contract negotiations, customer experience, finance, food services, logistics, onboard service, operations and reservations. Collaborate cross-divisionally with all levels of the organization to develop strategy and vision to impact positive change.



United Airlines

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

• Senior Vice President Customers

  • 2015 - 2016

  Responsible for the airline’s customer experience, food service, lounge and customer contact center divisions with ~8,000 employees and a budget of $1.6BN. Led efforts to identify and make positive change across the company based on customer satisfaction metrics including service recovery, policies and procedures across all divisions.- Directed overall strategy and definition of customer experience, identifying each customer segment and outlining product and service standards to align with expectations. Socialized across company to provide insight in support of future product, policy and investments.- Invited to an participated in numerous speaking engagements and panel discussions at industry events including the Phoenix Sky Harbor International Aviation Symposium, Future Travel Experience Global Conference, Argyle Customer Care Forum, AWESOME (Achieving Women's Excellence in Supply Chain Operations, Management and Education), National and Illinois Diversity Council, Women in Aviation Conference and numerous corporate and business events. Show less

• Senior Vice President United Express

  • 2013 - 2015

  Oversaw all aspects of regional flying and ground handling partnerships supporting United Express network with division budget of $4BN. Worked with 10 regional flying partners operating 3,600 daily departures for 135,000 passengers per day with 630 aircraft. Managed approximately 20 ground handling partners providing customer service and ramp operations across 260 domestic airports, approximately 20,000 team members. Developed and maintained company’s vision and strategy to be an industry leader by providing seamless, high-quality product across the Express network. Show less

• Vice President Customer Contact Centers

  • 2012 - 2013

  Led all aspects of customer contact centers (reservations), customer care and refunds. Supervised team of approximately 4,000 employees working in 12 cities worldwide in addition to supplier partner centers with approximately 2,500 employees located in six cities internationally. Developed and maintained company’s strategy to remain industry leader with high-quality product and commitment to great customer service.

• Vice President Food Services

  • 2009 - 2012

  Led development and implementation of company’s strategy to maintain industry-leading, high-quality product with commitment to premier customer service encompassing 130 catering locations providing 55,000,000 passenger meals annually. Managed all aspects of catering and related onboard service, overseeing team of 2,700 employees at Chelsea kitchens in Cleveland, Denver, Honolulu, Houston and Newark, headquarters in Houston and Chicago and multiple supplier partners system-wide.



Continental Airlines

• Airlines and Aviation
• 700 & Above Employee

• Vice President Food Services

  • 2005 - 2009

  Managed all aspects of catering and related onboard service for Continental Airlines, overseeing team of 2,500 employees working at six Chelsea kitchens, Houston headquarters and numerous supplier partners. Led company’s strategy to maintain industry-leading, high-quality product encompassing 100 catering locations while providing 40,000,000 annual passenger meals.

• Director/Manager Leadership Positions

  • 1990 - 2005

  Various leadership positions in Operations, Finance, Management, Production, Planning and Design.Senior Director Planning and Design 2002-2005Director Financial Controls and Systems 1996-2002Regional Manager 1995-1996Assistant Manager Cafeteria/Liquor Room/Food Production 1990-1995 Show less