· Guide and support the airport’s focus on customer experience and delivery of quality service.· Monitor all facets of airport operations, service quality, and customer engagement through audits/inspections at all customer touchpoints (terminals, welcome centers, frontages, ground transportation areas, buses, and AirTrain) to ensure positive customer engagement and ongoing evaluation of the customer experience.· Communicate real-time issues and information to the Airport Operations Center for a coordinated response across relevant airport stakeholders.· Prepare summaries of key metrics, inspection data, and customer feedback to the Assistant Manager, and key staff in Landside Operations, the Airport Operations Center, and the Customer Experience organization.· Identify and track follow-up actions to mitigate or rectify issues observed in the field.· Provide project management support for the implementation of CX projects and initiatives across all customer touchpoints, including the ASQ plan.· Provide real-time operations support for critical operations and customer experience needs as they arise.· Conduct regular inspections of signage, wayfinding, and ADA / Title VI compliance throughout all airport terminals to ensure compliance with applicable standards and regulations.

Aviation Commercial Properties and Safety & Regulatory Compliance Intern:The Aviation Commercial Unit is responsible for managing a portfolio of transactions and revenue strategies across five airports and focuses on projects ranging from terminal redevelopment to cargo operations, ground transportation, concessions, and rental car operations. -Hosted internal feedback sessions with Airport teams to better understand ground transportation data needs- Developed a series of dashboards and visualizations of data for future policy development- Supported improvement initiatives. The Safety & Regulatory Compliance Unit works with several regulatory stakeholders ranging from the FAA to the Terminal Operators to ensure compliance of standards, proper certification, and that airport operations are created and adhered to within proper standards. - Attended meetings with project staff- Assisted and observed safety inspections- Worked on airport the compliance and creation safety standards.

- Provided customer service and help guests to settle any concerns- Cleaned and organized cinemas to maintain a clean and safe environment- Managed my own register and sales, up sells and suggestive sells- Monitored environment to ensure safety of all guests

Port Authority Aviation Department Intern:- Oversaw the day-to-day operations, maintenance and customer experience of all of the Port Authority Airports- Experienced the complexity of the Customer Experience and JFK Air Train units- Focused on facility operations, maintenance, and human resources- Interacted with the airport facilities, Port Authority Staff, and training contractors- Provided support for overall project management efforts- Coordinated with project leads to ensure projects are on schedule- Creation of documents and presentations for meeting with internal and externalstakeholders- Tracking of ridership and maintaining financial spreadsheets- Analyzed and interpreted statistical information on initiatives that are beingimplemented airport systems worldwide.

- Experienced the day-to-day management of an airport- Worked on program content and assigned projects- Coordinated with project leads to ensure projects are in schedule- Created documents and presentations for meetings with internal and externalstakeholders- Tracked and maintained financial spreadsheets- Analyzed and interpretated of statistical information on initiatives that are beingimplemented airport systems worldwide