• Managed reservations call center with over 850 employees.• Led customer support team which consisted of 15 Managers.• Corporate sponsor for local Diversity, Equity & Inclusion Council.• Co-leader of Delta Reservations Ops Team.

• Managed an operation of 350 agents and numerous business partners.• SFO operation consist of an average of 55 flights per day with a high of 65 in the summer.• Manages a charter operation which consist of an average of 60 flights per year.• Served on the San Francisco International Airport Managers Board Council.

• Improved Employee Surveys YOY 4.19 vs 3.97 (Better in 22/30 categories).• Leadership Engagement up from 58% to 75%.• Jan. Station of the Month for first time in over 2 years.• KPI’s significantly higher than 2017. 0 months above 4.0 in 2017, 2018 only one-month sub-4. (3.71).• ACS Learning Steering Committee.• Positive Employee Relations Core Team.• ACS & Cargo Policy and Procedure Review Committee.

• Lead the Relay for Life, Jet Drag POC, FIT, Soar –Autism for Wings Station POC and the North Pole - Flight Coordinator for area sick children. • Leading the Way Mentor.• Oversee Operational Performance which led to ATT Metrics – 2016 Go Green Champions MKE.• Lead organizer for Central Region TDY support for total station coverage for agents to attend funeral for OSM.• Environmental Coordinator – avoided $50,000 Burm Project and had 100% on compliance audit 2016.

• Serves as a critical component in ensuring that security and safety to passengers, aircraft, and facilities are not compromised.• Training of aircraft search to new hires, Green Bay Packers, and several NBA, and MLB Charters and stadium screening.• Ensuring that GRB/MKE is following the guidelines of the Air Carriers Access Act (ACAA) – 1986 and 14 Code of Federal Regulations (CFR) Part 382• Maintaining centralized records of requests in order professionals coordinated by the American Red Cross or other country's applicable agency.• Assisted in organizing one of the most successful health fairs in GRB. I brought in a Biggest Loser Contestant from Season 9 along with 50 other vendors from the community.

• Drives on time performance• Cultivates a safe and secure flight operation• Mentor & Train new hires and promote well being and positive work environment

• Gate Agent / Need Help Center Agent• Responsible for all aspects of the ticketing process - selling, printing, reissue, rebooking due to IROP’s and compensating for the inconvenience • Assists customers with seat availability, gate announcements with regard to the boarding process, flight status, checking and handling baggage, managing and initiating the boarding process.

• Organized printing department which was an $18,000-$20,000 expense per month now is a $25,000 a month profit.• Prepare human remains for public viewing.• Organized office with new computer systems and software. Trained new employees on all computer equipment.