Manage the 24x7 Network Operations Security team. Together, we work closely with our front line to ensure a safe and secure global operation. We’re located in our Network Operation Center and work with leadership from all other key operational roles.

Manage multiple lines of businesses with our outstanding parter IGT Technologies. This includes our Flight Attendant Support Team and Cargo Team in Manila as well as our Reservation Call Center in Bogota. We partner closely with the goal of providing our customers a seamless end-to-end experience.

• Transitioned team of three Contact Center Senior Staff Representatives to Customer Experience Senior Analysts as part of an organizational change. Provided team with opportunities to lead meetings with various divisions to promote visibility and build cross-functional relationships. Team remained motivated and engaged throughout changes which resulted in the launch of 14 successful projects within first year.• Analyzed customer experiences and identified gaps to make positive changes for our internal and external customers. Through this effort, trained the VIP desk to reach out to customers and/or their family members during medical emergencies that take place during travel, implemented a policy for nursing mothers and created a Q&A guide for the frontline to support proper implementation, and wrote inflight announcements that incorporated a friendly tone and promoted areas to improve safety. • Led four focus groups within the Inflight and Refunds teams to gain a better understanding of their roles, as well as gather feedback on ideas that could improve customers’ experiences. Feedback was leveraged to improve messaging in Inflight announcements and responses to refund requests.• Led a Pilot Engagement effort that included creating a children's activity book that Pilots could use to engage with our youngest customers. These books have become very popular and over 50,000 have been distributed among the bases. In addition, we tested another opportunity to place our Pilots in the Houston and Chicago lounges for engagement opportunities. This was very popular among our club members but it was put on hold while we focused on the United Polaris expansion.

• Led a team of three Senior Staff Representatives who implemented and maintained set policies and processes for Contact Centers. • Worked directly with various divisions to ensure Contact Centers effectively understood and administered their policies through the reservations systems and communications.• Led two-day quarterly meetings with U.S. Contact Center Product Specialists to discuss challenges and concerns they were facing. Integrated International Contact Centers into these meetings in subsequent quarters. Obtained 100% attendance at the final Product Specialist meeting from all Contact Centers, resulting in improved communication and consistency within Contact Centers worldwide.• Provided Contact Centers worldwide a central location to escalate issues that had been preventing them from providing customers with the best service.

• Rolled out Customer Satisfaction Surveys for Europe and Hong Kong Reservations Point of Sale in order to obtain key measurements from customers to track agents’ performance.• Managed four different lines of businesses that stretched over five countries. Offices were consistently exceeding customer satisfaction, average handle time and internal quality scores. The office in Poznan, Poland specifically outranked onshore offices by increasing customer satisfaction goals by 25% to 35%. • Transitioned offices in Delhi, Poznan, Shanghai and Monterrey successfully during merger by providing constant communication during visits and conference calls. Ensured offices continued to provide customers with excellent customer service with minimal disruptions. • Partnered with another Supplier Manager to expand to a 24-hour operation in for a week in April, 2010 due to the major disruption caused from the volcanic ash. Ensured European customers, as well as customers stranded in Europe, received assistance. Special acknowledgement and praise from Vice President was published through a United Daily news story.

• Rolled out International Premium Travel Experience product by educating all Reservation offices through briefings and office visits.• Improved correspondence throughout International Reservation and Sales locations by taking on the role of primary contact.• Represented United Reservations for the Star Alliance organization and ensured new members were in compliance with policies and procedures.

Actually began in 1990 as a general clerk. I held various other roles through Contact Centers and Customer Care that eventually led to my current leadership roles. I was actually furloughed for a short time but later returned and had my seniority bridged. During that time I was fortunate to have some amazing opportunities at Hewitt Associates when I realized my heart will always be with United.

Lead the monthly contemporary style worship music at church. This includes putting the music together, picking the musicians, and leading the service with the congregation.