Performance-focused leader specializing in driving operations growth, building dynamic teams, creating strategic business initiatives, providing world-class services, and cultivating a solid company image with superior quality eager to offer progressive experience toward maximizing an employer s bottom-line results.

Multi-Site Operations Management Customer Relationship Management Team Building / Training Budget Management

Logistics / Operations Support Sales Performance / Analysis Strategic Planning Safety Compliance Regulatory Compliance

Investigations / Assessments KPIs Process Improvement Client / Business Relations Vendor Relations Italian Fluency

         Ambitious self-starter who offers proven experience in large-scale customer service and operations optimization, including developing and implementing policies and processes to achieve continued productivity and services success.

         Top performer who makes decisions to reflect positively on company well-being in alignment with vision, value, and goals.

         Integral leader with a demonstrated record of success in exceeding operational and position expectations in a high-demand business environment, along with developing a solid rapport with diverse clients and colleagues to boost results.

         Serve in an essential leadership capacity; liaise with colleagues and supervisors at all levels to ensure development of a sound foundation, focused on delivery of high-caliber service.

         Act as a role model to leverage example-focused leadership within the Station to advance the Virgin America vision.

         Sustain communication channels and act as a willing, enthusiastic communicator in individual and group capacities; recognize instances of exceptional individual and group performance.

         Supervise all guest service operations and deliver useful technical guidance to bolster levels of productivity.

         Effectively interpret company and local policies and procedures and communicate them clearly to all personnel.

         Analyze operating performance to confirm that professional development is a continual part of the team s goals.

         Drive the station s interaction with the FAA, TSA, OSHA, internal security and safety departments, and other external agencies to ensure adherence to regulatory standards.

         Guarantee overall adherence to the station budget in establishing partnerships with baggage delivery companies and other external service providers.

         Develop and maintain lasting guest relationships to assess their needs and offer services accordingly; manage all guest services including ticketing, check-in, gate management and completion of boarding announcements.

         Manage baggage services; field and process lost luggage claims and track each using World Tracer.

         Drive the Jet-Bridge for guest loading and unloading purposes.

         Clean and organize the aircraft cabin to ensure smooth and seamless operations.

         Communicate pertinent information to flight crew personnel, including information specific to guest capacity or weight restrictions to ensure adherence to safety measures.

         Inform flight crews on local weather, guest loads, mail/cargo/fuel loads, gate changes and air traffic control holds.

         Complete reports at the close of each shift; assess levels of efficacy and gauge the need for process improvements.

         Utilized broad scope of industry knowledge toward directing service and operations related to general aviation; led all service deliveries and provided service recovery as required.

         Liaised among customers to resolve issues, e.g. tenant relations, transient sales, to comply with critical policies that meet ramp, safety and security guidelines.

         Drove operations growth by recruiting, training, mentoring, and managing a top-performing team, including leading shift briefings, conducting annual reviews, and managing performance of direct reports to ensure optimal services.

         Ensured a culture that promoted comprehensive safety through daily observations, shift briefings, routine audits, maintenance of SHEBBA, monthly safety meetings, and training and documenting of safety procedures.

         Formulated policies and procedures for effective use in the event of aircraft accidents, fires, or other emergencies.

         Contributed strong communication skills toward meeting with customers and assisting with hotel reservations, ground transportation, catering, and other services, along with serving as a company liaison within the community.

         Conducted key accident investigations to determine root causes, including all reporting involved with the incidents.

         Strategically steered safety and security for all transportation-related operations to ensure the proper servicing of flights, including actively monitoring crew member performance and implementing appropriate corrective actions.

         Expertly prevented aircraft departure delays by continually exceeding customer requirements, along with optimizing use of resources to meet goals by planning and prioritizing staff workflow and scheduling to ensure solid coverage.

         Cost-effectively reviewed budgets, along with directing compensation and enforcing corporate policies / procedures.

         Led targeted establishment of team processes and protocols to achieve success, including coordinating direction and vision for team members, developing and growing team through a focus on continuous employee training and performance monitoring, and working in active partnership with the company s Area Leader to ensure best results.

         Achieved positive financial results and met set Knowledge Performance Indicators (KPIs), along with efficiently researching trends and patterns in agent and team performance to take action for continuous overall improvement.

         Applied solid leadership talents toward directing high-volume airport operations, including ensuring all customers were verified and processing customers onboard aircrafts, as well as announcing flight arrival, departure, and pre-boarding information; preparing cabin for departure; and maximizing compliance with all airline and federal safety standards.

         Planned and prioritized daily manpower scheduling, assigned teams, and used Datamatics to complete payroll efforts.

         Completed Care Team Training in preparation for helping family and friends of customers involved in airline disasters.

         Played a vital role in directing branch teller operations, including scheduling staff, performing annual performance appraisals, and facilitating coaching, as well as recruiting, screening, and interviewing all job candidates as necessary.

         Conducted accurate monthly branch audits and certifications of branch proofs, and performed general ledger review.

         Built and sustained productive operations by conceptualizing and delivering employee training in customer service.

International Trade & Business Management Studies (3.65 GPA)

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Windows / Mac OS MS-DOS WordPerfect Internet Applications

Excellent Professional References Provided Upon Request