WORK EXPERIENCE:

Confidential

General Manager

Responsibilities:

• Played an essential role in revolutionizing the travel experience through assuring the flawless execution of Confidential operations in security, sales, and service.
• Responsible for fostering a team environment and instilling an effective customer - centric, sales and security culture.
• Fostered a customer-centric environment whereby team members are accountable for delivering an exceptional customer experience and exceeding customer experience metrics.
• Drove membership enrollments and conversion by creating a proactive sales and service environment through ongoing training, coaching and recognition programs.
• Monitored and analyzed key metrics, customer feedback, and direct “on the floor” observations so that data-driven decisions are at the foundation of business decisions.
• Collaborate with leadership to assess opportunities on a regular basis in order to identify strengths, opportunities, weakness, and threats.
• Assessed and deployed equipment and processes to optimize allocation of resources within the station.

Confidential

Customer Support Quality Improvement Manager

Responsibilities:

• Assist ed the Federal Security Director ( Confidential ) of the airport in managing and assuring attainment of quantitative and qualitative customer satisfaction goals. Independently planned and organized work, addressing the needs of customers through improvement of current processes and recommended new initiatives supporting continuous improvement. Served as primary point of contact and managed airport customer service and quality assurance program.
• Responded to internal and customer inquiries in support of the security workforce and Confidential .
• Served as a liaison between the Confidential and concerned parties at the airport, i.e. the traveling public, air carriers, on-site vendors/retailers, and various groups and representatives from the aviation industry on customer support and quality improvement matters.
• Worked in conjunction with Confidential staff to identify needs and implement efficient screening process improvements. Served as coordinator for Confidential and staff involvement in community activities.
• Developed and maintained customer feedback loop to improve techniques for gathering data and information. Conducted studies and surveys aimed at improving customer support programs and operating policies and procedures.
• Analyzed data for process improvement opportunities, identification of performance measures, and resource allocations.
• Utilized Performance Management Information System and Business Intelligence Tool to review critical data and make action plan recommendations.
• Recommended highly-visible, national-level customer support programs and quality improvement action plans and continuously evaluated those implemented against established performance baseline measurements.
• Effectively managed customer concerns and resolved issues or complaints in a timely fashion.
• Collected, maintained, and created reports utilizing standard data and survey information.
• Provided technical and administrative direction to the Confidential ’s staff on customer support and quality improvement matters.
• Oversight for employee concerns and respond by assisting with customer service guidance in their response to the public on questions and concerns. Mentored front line employees with stakeholder and the traveler inquiries.
• Maintained a Customer Support iShare site with information that relates to screening passengers with disabilities, included links to other relevant links in iShare.
• Managed the daily briefing video to address security changes to include SSI, RBS, redress, ombudsman, SOP and any operational information that would benefit the front line.
• Collaborated to obtain participation with other departments at the airport for briefing content. Participated in other department staff meetings to stay informed with changes and to brief findings that have been brought forward. Conducted and managed passenger support program training for officers.

Confidential

Master Coordination Center Officer

Responsibilities:

• Analyze and evaluate data from available sources to make risk assessments and identify inter-relationships including those that relate to the affected modes of transportation. Respond to critical security incidents and apply SOP, designed to minimize loss of life and damage to property and other resources.
• Assist senior employees or supervisors in preparing reports and briefings for superiors on issues related to significant security incidents such as bomb threats, on-board disturbances, security access control events, airport screening operations, airport statistical data, and inspection and law enforcement activities using security management information systems.
• Maintain working relationships with other related entities throughout Confidential including headquarters and other airport operations. Brief Senior Staff. Assist in the coordination and distribution of communications courteously and with respect. Assist special operations events which include, but are not limited to, screening tests, Aviation Direct Access Screening Program ( Confidential ), Confidential, media events, screening exemptions, and special events screening.
• Receive calls from other Confidential entities, airlines, airport authorities, Federal, state, and local agencies, the media, and the general public. The purpose and extent of each contact may be different requiring the identification of the role and authority of the party and determination of the best resource for response. Participate to assist in the planning, development and coordination of portions of the Continuity of Operations Program ( Confidential ) for airport operations.
• Assist in the evaluation of crisis management plans in support of the continuation of essential functions and key personnel, vital records/data, logistics, and telecommunications support. Mitigate difficult interpersonal situations to minimize negative consequences. Assist in Confidential emergency operations which may involve natural disasters, military or terrorist attacks, technological emergencies, or other emergencies that may threaten national security.

Confidential

Manager Incident Command Center

Responsibilities:

• Managed communications between Confidential executive leadership and on site incident managers and Confidential employees; developed and maintained systems that ensure constant awareness of airport conditions that have impact on security including, but not limited to construction, training, crime, aircraft arrivals and departures, aircraft diversions, VIP movements, weather, traffic patterns, intelligence information, and law enforcement activity; developed and maintained information management systems for the collection, analysis, archival, and/or distribution of information generated from within the Confidential, including specific details of all law enforcement and security related events as well as administrative and other matters that involve Confidential employees and/or Confidential areas of responsibility; developed and maintained security systems
• Responsible for the management of personnel charged with the communication systems within Confidential and coordination of communications between Confidential and other organizations that provide protection for airport passengers and employees, at Washington Dulles International Airport. As a primary component in the incident management infrastructure for the Confidential at Washington Dulles International Airport, the position requires an exceptional capacity to oversee complex technical systems and effectively analyze complex information for timely re-distribution in a high pressure environment.
• Assisted senior employees or supervisors in preparing reports and briefings for superiors on issues related to significant security incidents such as bomb threats, on-board disturbances, security access control events, airport screening operations, airport statistical data and inspection and law enforcement activities.
• Provide local support to Confidential daily mission operations while monitoring transportation-related information sources within the Confidential domain. Facilitated the gathering, dissemination, communication, and reporting of information to the Transportation Security Operations Center (TSOC), where applicable. Conducted routine ongoing operations and provided an incident management communication and coordination framework for Confidential initial-response actions while communicating and reporting information to the TSOC and other Federal and/or local agencies.
• Core functions include communication, coordination, planning, and multimodal situational and domain awareness. Participated in testing a Confidential, Continuity of Operations Program, at the Dulles airport.

Confidential

Manager Operations and Facilities

Responsibilities:

• Directly responsible to ensure solid leadership for a growing team of new leaders.
• Accountable for employee accountability, station performance and facility compliance.
• Managed the movement of appropriate resources to deal with unexpected events, while maintaining sufficient focus on critical activities.
• Adjusted operational strategies to ensure performance standards are met.
• Managed security programs and personnel in an operational environment.
• Served as a liaison or representative to interagency, departmental, or other working groups and teams for short-term, often high profiled projects, studies, or other tasking relating to airline planning and direction or organizational transition and change; strategic planning and alignment; internal consulting (analyzing and solving problems involving process and performance optimization and technology assessments; threat assessment and risk management; program evaluation; and process improvement).
• Responding to requests for assistance in all matters relating to protocol procedures.
• Managed multiple, current projects and priorities.
• Having skills in interpersonal communications, leadership, delegation, collaboration, critical-thinking, and problem solving - providing support for several different departments.
• Having responsibility for operational and financial objectives, assuring all goals are established, communicated, monitored and obtained.
• Developed contingency plans to overcome possible risks or threats to achieve organizational objectives.

Confidential

Director Tower Operations

Responsibilities:

• Principal advisor to Senior Director, Hub Operations. Direct oversight for operational improvement and support for Customer Service strategic plan and objectives. Director leads team of specialized Zone Controllers conducting assessments of operational performance.
• Providing operations and support services for as many as 200 daily domestic and international departures.
• Continuously strive to improve processes to enhance safety and security. Knowledge of quantitative techniques to assess work processes to provide the capability to collect, organize and process information to support airline and headquarter management.
• Coached, promoted and demoted as part of new structure, by setting goals, establishing priorities by means of mission support programs. Created training manuals. Sustained record of achievement and performance excellence in increasingly demanding supervisory, staff, and management assignments in operations environments with commercial airline.
• Managed and supported the collection of performance metrics to identify vulnerabilities, inefficiencies, or areas in need of improvement by conducting studies by examining records in the airline database to track and trend problems.
• Intensively applied advanced organizational/operations management skills, leadership and problem-solving skills in a manner that resulted in the Company development of program/policy to advance. Managed Operational Performance metrics using fact-finding and investigative techniques.
• Managed Attendance performance, determined action plans, carried out a wide range of administrative and human resource activities. Communication distribution utilizing all Microsoft products.
• Communicated to all levels of employees, management, and stakeholders.
• Recommend program changes for Company progressing as it relates to Customer Satisfaction, Departure reliability and Baggage reliability performance.
• Identify and resolve highly complex problems or issues by applying knowledge of the principles, methods and tools for developing and implementing program measures and metrics which often crossed organizational boundaries and impact the accomplishment of the airlines strategic objectives. Meeting the expectations of internal and external customers. Conducted studies and quantitative and qualitative analyses of organizational effectiveness, efficiency, and productivity; and reviewed, edited, audited and prepared correspondence and reports on performance. Built workforce team that was goal oriented, and delivered high quality service to meet customer needs, through appropriate recruiting and mentoring. Adhered to federal anti-discrimination laws and the American with Disabilities Act.
• Headed up a six sigma project to stream line communication between the System Operations Center and the Denver Operations Tower for improved performance and reliability by performing analytical research and reporting regarding current processes and procedures concerning correspondence and protocol. Developed guidelines and provided leadership advice on the program.
• Attend airport stakeholder meetings and collaborate on decisions that affect the airline and our customers. Recommended and persuading others to support operational, policy, or procedural changes that impact operations, prepared project reports to deliver recommendations to Airport Managers. Made presentations to small and large groups of work and non-work related groups.
• Responsible for creating and managing a million dollar operating budget. Oversee Station Operations staff, policy-making activities by providing formal and informal briefings regarding protocol related issues, customer relations, human resources management functions, manpower utilization requirements, contracting activities, employee communications, diversified management improvement initiatives, and other critical functions including periodic high-profile special projects.
• Monitored compliance with airline security policies, directives and/or regulations. Modified existing practices and procedures to conform to changes in security policies, directives and/or regulations.
• Managed the tracking of trends based off data provided by my Operations Department and provide direction and support for Strategic Planning, Safety Mitigation and Project Development.
• Analyzed incoming email to determine proper action assignment, significance of correspondence and special distribution.

Confidential

Manager of Operations

Responsibilities:

• Complete responsibility for all aspects of hub operations planning, performance, reporting and safety and security compliance.
• Participated, on behalf of Confidential, and the City of Denver Development Group on the airport concourse expansion project. Developed employee operational space requirements. Established hold room requirements for customer convenience.
• Coordinated and prioritized an operational concourse move in Denver. Managed team of specialized Zone Controllers conducting assessments of operational performance.
• Providing operations and support services for domestic and international departures. Monitored compliance with airline security policies, directives and/or regulations.
• Modified existing practices and procedures to conform to changes in security policies, directives and/or regulations. Managed the tracking of trends based off data provided by my Operations Department and provide direction and support for Strategic Planning, Safety Mitigation and Project Development. Attend airport stakeholder meetings and collaborate on decisions that affect the airline and our customers. Recommended and persuaded others to support operational, policy, or procedural changes that impact operations, prepared project reports to deliver recommendations to Airport Managers. Presented trends to small and large groups of work and non-work related groups.
• United/ Confidential Station Operations Project. Author of SOC Manual for standard operating procedures and communication flow in the Denver and Chicago Hub. Skilled written and oral communications, standard word processing software to draft, review and revise correspondence, reports or other documents. Spreadsheet software (e.g., Microsoft Excel, Numbers) to enter data, track information and generate reports and SOP. Standard presentation software (e.g., Microsoft PowerPoint) to draft, review and revise presentations and/or other documents. Airline tracking Software applications and databases to gather and/or analyze data.
• Opened the Confidential hub for Confidential /Air Wisconsin. Recruited, trained and organized the Operations Center. Managed arrangements for senior leadership and United leadership all aspects of visits during the opening of the station, to include facility selection, procurement of awards, public relations, meal arrangements, meetings, invitations.