Susan Lee Email & Phone Number

Richmond, British Columbia, Canada

• Provide program oversight including: developing, documenting, reviewing and updating program operational plans; facilitating decision-making on program development and changes; analyzing operational data to make informed decisions• Manage service contracts and provide day-to-day operational oversight and direction to contractors • Develop, manage, and communicate operational processes• Provide project management support and leadership

Vancouver, British Columbia, Canada

• Provide managerial oversight to 100+ front-line unionized staff in Airside Operations (Ramp and Baggage)• Manage daily operations, enforce standard operating procedures and workplace safety• Responsible for daily manpower planning, conflict resolution and customer recovery• Coordinate with various departments daily and demonstrate strong team-oriented skills• Communicate with employees through crew briefings and creating documents and bulletins

Vancouver, British Columbia, Canada

• Provide exemplary front-line customer assistance as a Customer Service and Sales Agent at the Airport (In-Terminal Operations)• Demonstrate effective problem-solving and soft skills in handling various challenges such as Irregular Operations (IROPS)• Promoted to Lead Customer Services and Sales in July 2017• Selected to help train and guide newly trained agents as a Peer Coach during 2016-2017• Involved in the Joint Health and Safety Committee as Employee Co-Chair during 2014-2017o Training Received: Air Canada Incident Investigations and HFACS (2016), Air Canada CLC Part II (2016), Air Canada Risk Assessment (2016), UNIFOR Accident Investigations (2016), BC Federation of Labour Ergonomics (2016), Violence in the Workplace (2016), WHSC Level I Health and Safety (2015), Air Canada Web-OHS and SIMS (2015)

Canada

• Selected by the union to facilitate union-run national and regional courses• Facilitate courses in Occupational Health and Safety to representative leaders of various industries

Toronto, Ontario, Canada

Certificate In Business Analysis

Associate Certificate In Business Administration, Graduated With Distinction

Courses completed in: Business Management, Accounting, Project Management, Organizational Behaviour, Communications and Marketing

Bachelor Of Music, Piano Performance, Graduated With Honors