Jeffrey Ebert Email & Phone Number

Orlando, Florida, United States

• Ensure safety of customers and crewmembers by maintaining FAA regulations and JetBlue safety standards
• Administer First Aid and other life saving techniques when necessary
• Provide outstanding hospitality and customer service to all Customers

Orlando, Florida Area

• Managed highest rated Crewmember service training from 2014-2017 which included the hiring, onboarding, and mentoring of twelve instructors
• Organized the successful transition of Mint Service Training from Onboard Service Delivery to JetBlue University Hospitality Team
• Facilitated Crewmember focus groups to guide the design of aircraft seats, galley space, and Customer facing monuments on current and future aircrafts
• Standardized the Inflight Core Service Manual during the rewrite for cart transition
• Collaborate with cross-functional departments to design new aircraft configurations and interiors
• Create, streamline, and improve Mint and Transatlantic service procedures, standards, and sequence of service by utilizing Crewmember feedback and Customer surveys to increase NPS and WOW scores

• Developed expertise in writing detailed standard operating procedures for Mint Service
• Continued evaluation and adjustment of service procedures resulted in a Mint NPS of over 80
• Developed comprehensive five day classroom training curriculum for Mint with additional on-the-job training
• Introduced knowledge assessment and Crewmember remediation in order to ensure course completion

• Assisted in the development of the Advanced Qualification Program (AQP) - Analyzed instructor/evaluator position to create job task list and job task analysis for AQP Training  - Designed instructor notes for normal.
• Co-developed and launched Threat and Error Management Training (TEM) to Inflight Crewmembers
• Updated recurrent curriculum with any changes and released to instructors

• Facilitated 121 Initial/Recurrent Training, AQP Qualification Training and Evaluations, and Business Partner Training for local and foreign business partners
• Acted in supervisor capacity for Initial Training Classes - Created instructor schedules to cover all Initial Training modules and Flight Emergency Training  - Coordinated with Administration and Logistics Team to.
• Mentored and assisted in the training of Adjunct Instructors
• Analyzed training survey feedback, on a monthly basis, to identify areas of opportunity for Recurrent Training, Initial Training, and personal performance

Master Of Science (M.S.), Management Communications

Bachelor Of Arts (B.A.)