Product owner, superuser & SME for JSX's relationship with the Navitaire PSS system. Work closely with departments across the company and external partners to ensure our booking system and all inter-related products work optimally, identifying and recommending enhancements as necessary.Customer lead on upgrading Navitaire core PSS & DCS functionalities, guiding cross-departmentally and with Navitaire/Accenture resources for successful UAT, go-live and smoke testing to maintain operational stability while rolling out new feature enhancements.Customer lead for database migration from on-prem data centers to Microsoft Azure cloud environment in a "lift and shift" model, minimizing operational impact and downtime.

Product owner, superuser & SME for JSX's relationship with the Navitaire PSS system. Work closely with departments across the company and external partners to ensure our booking system and all inter-related products work optimally, identifying and recommending enhancements as necessary.

Governed near-term product management, development and coordination of aircraft scheduling plan for a fleet of 330 aircraft across five countries, with a particular focus on iterative, agile design and continuous improvement based on key metrics of safety, finance & operations data using Excel, Tableau, SQL & proprietary BI platforms & databases. Led project management integration of Virgin America strategic intangible assets (flight schedules and airport access portfolios) into Alaska Airlines post-acquisition. Senior strategist and leader of company delegation for IATA worldwide airport access affairs, providing internal consulting for access at capacity-controlled airports.

Responsible for product development, analytics and distribution of Virgin America’s core product, focusing on dual goals of operational integrity and accelerated profitability through schedule-based strategic initiatives. Program managed the strategic schedule plan for a 62 aircraft fleet to 30 destinations across the United States and Mexico. Developed Excel-based reporting and communications for schedule metrics, delivering actionable business insights to influence operational excellence for the executive team and departments across the organization. Launched three new destinations encompassing five new routes, working across the organization internally and with external partners at regulatory agencies & airline partners.Spearheaded standing cross-departmental meeting comprised of representatives across numerous departments (up to eight) with a centralized focus on delivering notification on upcoming development and gaining buy-in on initiating changes.Collaborated with Sabre system partners on augmenting system functionality, along with corresponding user acceptance testing; collaborated with internal/external stakeholders on fostering commercial and operational relationships with six global airline partners, effectively accelerating annual revenue by $12M.

Honed strategy implementation, service delivery and product development as company’s first policy specialist on contact center leadership team. Developed consistent communication and documenting strategy for change management and QA program management, including error tracking, trend analysis and coaching/procedure development.Boosted new call center development via procedure development and coaching, effectively driving QA metrics by 400% (five-fold) and slashing complaints by 75%. Collaborated with Corporate Sales teams on maximizing guest experience for contracted clients and corporate travel agencies.Spearheaded internal change management plan for contact centers during the conversion and cutover to Web 3.0, Virgin America's award-winning third-generation web presence and booking platform.

Provide consulting for small businesses in marketing, service design and associated design concepts across web, print and physical spaces.Designed and developed a refreshed online presence for a wholesale nursery, adding inventory query functionality and modern design to drive customer self-service options. Updated printed and online marketing materials for a local music business. Analyzed physical service flows and marketing materials for medical supply store, providing recommendations for improvements.

Operational lead for local passenger handling of Air Berlin long-haul flights to Dusseldorf. Resolved escalated passenger issues from front-line staff at check-in and boarding.Identified, researched and resolved passenger-facing departure control system irregularities, either self-contained within the Codeco DCS or between Codeco and dual reservations systems (Amadeus GDS & airberlin internal booking system).Compiled operational reports for tracking and regulatory reporting. Interfaced with 8 vendors and 4 government regulatory agencies (USA and Germany) to ensure safe, proper and efficient service delivery and to deliver optimal passenger experience.

Handled airside passenger services and gate management for over 130 average daily departures under the United Express brand, ensuring compliance with all relevant regulations and delivering exceptional customer service. Served in both official and unofficial training and support capacities in local and systemwide arenas, assisting and mentoring new employees as well as supporting experienced colleagues and superiors.Deployed as a STAR Team member to support start-up phases of new ground handling locations, as well as existing locations requiring support beyond local resources.Emergency Response Process Coordinator trained for United Airlines' Special Assistance Team, deployed to provide humanitarian response for critical incidents, including aviation incidents and natural disasters.