United Airlines and United Express operate an average of nearly 5,000 flights a day to 352 airports across six continents. In 2014, United and United Express operated nearly two million flights carrying 138 million customers. United is proud to have the world's most comprehensive route network, including U.S. mainland hubs in Chicago, Denver, Houston, Los Angeles, New York/Newark, San Francisco and Washington, D.C.Directed team of Specialists responding to legal claims against United Airlines ensuring they satisfactorily address customer concerns in a manner consistent with audit and international regulatory requirements, including but not limited to, Department of Transportation and European Regulations.

Responsible for Quality Assurance measurements for Continental’s worldwide call centers. Lead, direct, manage team to ensure quality standards and best practices are being supported. Responsible for the Quality recording tool used by the call centers.

Directed projects impacting International Reservations including; station openings, interviewing, hiring, training as well as establishing goals. Collaborated with the Sr. Director of International Reservations to achieve service standards and correct operational efficiencies. Extensive travel required to conduct site visits and facilitate train in our Latin America, Europe and Asia/Pacific call centers.