SUMMARY:

• To utilize my 10+ years in the Travel IT/Airline industry and transfer that into a Leadership role where I can contribute to a growing team with an industry leading company.

TECHNICAL SKILLS:

• IT Project Coordination
• Analysis
• Customer Service
• UAT
• Process Evaluation
• Travel
• Compliance
• Agile Methodology
• SDLC
• Management
• Airline Operations
• Relationship Building
• Vendors
• TSA Security Budgeting
• Goal Setting
• Organized
• Bilingual
• Leadership

PROFESSIONAL EXPERIENCE:

Confidential, Texas

Senior Business Analyst/Customer Validation Testing

Responsibilities:

• Evaluate and develop systems and procedures that are cost effective and meet our customer requirements.
• Provide consultation to users, addressing testing issues, presenting demonstrations of product and usability, developing test cases based on BRD functionality presented.
• Responsible for developing customer training on new products and all delivery - planning aspects for deployment of a service or product during customer UAT.
• Proficient using Agile methodologies during testing and delivery phase of SDLC and coordinating with development Scrum teams in daily stand up meetings during interactive pilot phase.
• QA of Sabre Interact program during customer testing periods
• Provide post cutover Interact product support and future development assistance; utilizing JIRA and Siebel ICRM tracking and reporting systems.
• Proficient in Interact GUI system check in and ticketing, as well as back end native Sabre language.
• Worked with Ancillary Services EMD project group in the final testing phase of this initiative with over 10 different airlines through the implementation phase, both onsite with customers and offsite/remote.
• Coordinated Interact program releases in an effort encompassing up to 25 of our airline customers, including Virgin Australia, Aero Mexico, LAN and Etihad.
• Coordinated testing onsite with Lion Air Indonesia encompassing testing efforts of new airline partition deployment.

Station Manager

Responsibilities:

• Responsible for oversight of complete US Airways operation above the wing and ramp vendor below the wing operations.
• Managed a team of 25 agents and supervisors for customer service and contract group of 1 manager and 28 ramp workers
• Ensured all station facilities, equipment and activities complied with US Airways regulations, policies and procedures.
• Managed Allentown, PA (ABE) station and Harrisburg, PA (MDT) stations along with my own in two-month interim periods while new managers were chosen for those locations.
• Successfully increased self-service technology usage by 10% at both stations during the Kiosk Awareness initiative. In station, deployed/tested/startup of Kiosk release enhancements,
• Conducted production testing and provided feedback during deployment of SHARES qik releases on day 1 of system upgrade phases three times yearly.

Customer Service Manager

Responsibilities:

• Responsible for managing day to day operation of over 100 TWU union represented employees responsible for TSA security search procedures and documentation filing for passenger aircraft
• Ramped operations and movement, including aircraft catering, provisioning and cleaning, lavatory servicing and passenger service gate side activities.
• Customer survey scores for department consistently reached and exceeded set goals.
• Responsible for daily man power scheduling and personnel allocation, as well as participated in periodic headcount disbursement meetings and job allocation planning.
• Communicated with customers regarding complaints and concerns about the general operation of the airline.

Customer Service Manager

Responsibilities:

• International Security Team, Ticketing, Gates and Ramp. Station baggage champion.
• Oversaw Fort Lauderdale CS operation at the ticket counter, baggage service and gates, ensuring team of 50 agents adhered to company regulations for ticketing, money collection and deposit as well as gate functions.
• Developed along with my team, station wide initiatives for dependability that were later adopted system wide.
• Oversaw below the wing ramp side operations of aircraft arrivals, departures, and baggage transfer and delivery.
• Ensured that Fort Lauderdale security search documentation was correct and ready for audit at any time. Fort Lauderdale station went from audit failing to 100% compliance under my direction.
• Prepared written self-audit reports, and reported findings to local General Manager, American Airlines Security at Headquarters, as well as local TSA management.

Day of Departure Operations Analyst/Revenue Management

Responsibilities:

• Provided primary interface with airports and System Operations Control as well as reservations and sales offices, resolving inventory related operational problems and issues.
• Update flight loads and day of forecast using Oracle database revenue management tools.
• Provided feedback to market specialists regarding booking levels and passenger trends.
• Responsible for monitoring weather conditions nationwide and weather related cancellations system wide, making recommendations to airport management when warranted.
• Participated in operational conference calls during times of severe off schedule operations, including incidents where the TSA had declared security emergencies.