Managed Premium Customer Service product for American Airlines. Including Admirals Clubs, High Value customer travel, and revenue management.

OVERVIEW:Oversee the Customer Experience and related functions within Premium Guest Services (with 1.2Mguests in the Charlotte Hub in 2019). Lead and coach a team of 60 direct reports, including Elite ServiceManager, Staff Administrator, and 58 CWA union employees, along with 120 vendor team members.Report to the Senior Manager in Premium Guest Services, with dual reporting to the Charlotte Hub VP.Plan and administer 8-figure annual budget.Work with HMS Host in managing the Food & Beverage program. Address and resolve issues daily withina fast-paced, constantly changing environment (e.g. flight irregularities, employee issues, vendor staffing,supply and delivery issues, and external/internal policy changes).HIGHLIGHTS:☑ Earned award for “A” rating on scorecard for Customer Service Delivery and Lounge Operations,maintaining “A” rating throughout entire management tenure.☑ Selected among 30K team members to open up hubs throughout Europe, including Madrid, London,Munich, Amsterdam, and Frankfurt. Initiated training for new team members and ensured full compliancewith corporate standards for all requirements across all cities.☑ Led the Premium Guest Services program execution in 8 cities (Charlotte, Washington, D.C.,Baltimore, New York, Pittsburgh, Tampa, Greensboro, and Raleigh-Durham). Built top-performing teamsin each location, as well as mentoring and promoting emerging leaders.☑ Played key role in creating training materials for new customer-facing programs, including ExecutiveServices at Washington, D.C. Delivered training to AA and business partner team members.☑ Participated in the Admirals Club design in Charlotte and Raleigh-Durham operations, as well asoverseeing various construction projects in Charlotte, Raleigh-Durham, and Greensboro.☑ Met and exceeded all goals on an 8-figure annual budget. Managed departmental budgets to achievefinancial targets and maximize performance.

OVERVIEW:Completed a lateral move to leverage prior U.S./international experience in Customer Service, as well asbroaden company knowledge and overall skill sets.HIGHLIGHTS:☑ Drove significant reduction in customer complaints through correspondence, with a heavy emphasis onensuring full satisfaction for high-value European customers and key domestic/global accounts. Wrotecorrespondence for Managing Director, Service Recovery based on strong writing skills.☑ Contributed to a decrease in wait times for European customers through assisting offices in Liverpooland Frankfurt with customer data and correspondence.

OVERVIEW:Promoted due to extensive customer service background. Worked directly with the Government Affairsdivision on high-level government office travel, including Presidential cabinet members and members ofCongress, the U.S. Secret Service, TSA, and multiple international embassies (including members of theRoyal Family). Assisted in educating key Congressional members on legislation impacting the aviationindustry.HIGHLIGHTS:☑ Contributed to the launch of the Executive Service program for US Airways as a member of the initialteam, working with corporate offices on defining the position role and responsibilities.☑ Earned award from the U.S. Secret Service for “excellence and discretion in handling national andinternational government officials.”☑ Represented the company on aviation issues at various political functions, including multiple politicalconventions and Congressional offices.☑ Assisted with crisis management for Washington, D.C. during 9/11 tragedy, including assistance withterminal evacuation, rebooking of customers, and full restart of operations several days later with newlyimplemented FAA regulations.** Prior experience as Customer Service Agent. Worked international gates, ticket counters, baggageservices, ramp operations, dining and cabin service, and air cargo functions. Achieved high levels ofcustomer satisfaction and retention. Dispatched flights with a high percentage of on-time air departures,increasing turn times on late departures to make up lost time. Transferred all designated items on timeand with efficiency while working ramp and cargo areas.