• Provided audit and reporting functions for ground handling, cargo, fueling and deicing operations to ensure compliance and achievement of desired operational safety, security, and quality results.• Conducted audits of external service providers (vendors) included in the Customer Services Airports and Cargo divisions.• Built relationships with airport station and vendor leadership

• Provided training for new stations and support during the first few weeks of operation.• Followed up with stations on new procedures to ensure compliance and identify adjustments. • Assessed training needs related to identified operational deficiencies. • Facilitated ground services training classes, recurrent training for vendors and emergency training.• Conducted compliance visits in cities with ground vendors. • Participated in Accelerated… Show more • Provided training for new stations and support during the first few weeks of operation.• Followed up with stations on new procedures to ensure compliance and identify adjustments. • Assessed training needs related to identified operational deficiencies. • Facilitated ground services training classes, recurrent training for vendors and emergency training.• Conducted compliance visits in cities with ground vendors. • Participated in Accelerated Improvement Workshops (AIWs) as subject matter expert to achieve operational improvement. • Conducted safety investigations (e.g., TapRooT) Show less

• Provided frontline operational and employee relations leadership for station team. • Maintained excellent level of operational performance, consistent achievement of customer service standards and the promotion of Horizon’s shared values.• Achieved significant growth in employee performance while serving as interim Customer Service Manager.