• Collaborating with cross-divisional departments, while mentoring several teams on customer service standard operating procedure in hub locations, resulting in rapid improvement in station operating metrics and workgroup process compliance.• Analyzing station performance and implemented process improvement strategies, supporting management objectives, effectively communicating desired outcomes for team members. • Presenting Onboarding Training, built utilizing Microsoft Office and Microsoft Teams to familiarize new team members with scope of work roles and travel procedures during assignment.

• Partnering with multiple stakeholders to execute complex international startups, office setup, staff onboarding and mentoring through to supporting station opening while maintaining operational and safety compliance within domestic and international government guidelines.• Responsible for developing process and training the Global Services concierge group for handling of airline’s most valuable customers during Haneda Japan station opening, utilizing subject matter expertise and intercultural fluency.• Scheduled and trained new corporate service standards to Global workforce via in person and teleconference training utilizing latest presentation software and technology within six month timeframe.

• Monitoring front-line colleagues, providing motivation in meeting performance goals and ensuring consistency and compliance with Company procedures and standards, providing recognition and feedback. • Proactively identifying and creating tools to improve process adaptation and work area familiarization through quick reference guides on new technology and airline partners.• Liaising with internal and external customers for optimum service delivery resulting in over 25 commendation letters to date.• Executed Emergency Response Team plan, participating in safe and caring management of airline customers during arrival incident at IAH, resulting in commendation letters from affected passengers and management.• Adheres to disability and safety standards, security regulations and government policies as Ground Security Coordinator and Complaint Resolution Officer, meeting continuing education requirements.