Duvina "Dee" S. Email and Phone Number

Investigate security-related incidents reported onboard and at airports that United Airlines serve. Recommend actions that keep our employees safe, customers, and assets safe and secure. Collaborate with other departments and governmental agencies as required.

Managed security-related incidents worldwide related to United aircraft, crews, employees and customers ensuring the secure and safe operation of our assets as a member of the Network Operations Center (NOC) “Bridge” including collaboration with other NOC stakeholders.Ensured timely risk assessment conducted to offer guidance to our employees when faced with security-related incidents. Reported incidents to governmental agencies and other UA departments when security-related incidents occurred with thorough follow-up and hand-off to other Corporate Security Investigators.As an operational 24/7 position, experienced at working all shifts.

Successfully completed a 12 week (135 hours) Paralegal Internship with United Airlines Corporate Legal Litigation team and Employment Law team. Reviewed, researched, and responded to subpoenas from law enforcement agencies and third party attorneys.

Led AO Planning groups in effectively communicating policy and procedures to airport operation groups. Coordinated updates to manuals, websites and internal resources. Coached and mentored in leadership skills development.

As Subject Matter Expert for United’s baggage policy and procedures, developed and communicated Hub Baggage Recovery Data to all Terminal Hub ManagersWorked with Hub Baggage Service leadership, frontline employees, and Service Partners to identify performance gapsDirected attention to specific areas of opportunity, such as baggage claims closed within 24 hours, by determining training needs.Managed team of 11 union employees from Customer Service and Ramp Services on the System Baggage Control Center (SBCC) teamPositively impacted system and Hubs' performance with baggage movement and created escalation path in each Hub.Increased focus on reviewing delayed bag charges for accuracy for Department of Transport (DOT) reportable claims.

Managed the safe and secure operation of up to 175 UA and/or UAX flights on-shiftSupervised a team of up to 6 Supervisors and up to 50 CS employees to comply with UA and UAX Partner Carrier's business standards to ensure attainment of department, station and corporate goals with on-time departure performance, customer courtesy and helpfulness ratings, and customer/baggage check-in through measurable audit toolsCollaborated cross-functionally with UA/UAX Ramp Services and Station Operations to sustain performance improvements, promote Focus on Five and strengthen working relationshipsCommunicated training needs, safety concerns and Standard Operating Procedures to Supervisor team and employee groups Mentored and identified development opportunities for CS management and frontline employees to successfully matriculate to other positions within the company to retain these talented individuals in United

Effective engagement with UAX Partner Carrier representatives, Station Control, ISD, Ramp, Facility Maintenance, Ground Equipment, WHQ, Service Partners and CS employees to identify training, tools and processes required for effective UAX ground-handling per each carrier's standards through UAX Transition (2005)Coached group of 18 CSRs as Mentors to support UAX Differences trained employees with on-the-job training and Passenger Loading Bridge (PLB) qualificationDirected up to 90 frontline employees as Lobby, Gates, and New-Hire Probationary Supervisor (1999-2005) to attain department, station and corporate goalsExhibited valuable inter- and intra-departmental relationships with O'Hare, Hub, line stations, and WHQ to develop and implement check-in improvement plans, increased usage of EasyCheck-In kiosks, up-to-date computer outage processes to for increased customer satisfaction and employee productivityPositively impacted Direct Intent to Repurchase goals through timely follow-up with appropriate departments such as 1K desk and Customer Relations

Supported standard work in security and safety procedures as a Service Director; Professionally provided technical assistance with ticket transactions and succeeded at effective customer problem resolutionCollaborated with Supervisors team to gain efficiencies in CSR work assignments

Consistently met and/or surpassed $1000. daily sales, 90% productivity goals and call handling goals for increased customer purchases and satisfactionProduced and distributed daily and monthly office statistical reports to office managers and supervisors to identify trends requiring increased focus and attention

Coordinated voter registration education activities in Chicago/Suburbs.

Recruited Chicagoland High School sophomores and juniors for the NHI's Lorenzo de Zavala 8 day leadership conference.