Southwest Airlines

Electronic Flight Bag Specialist.
Mobility Analyst for Mobile Apps: CrewHub / CrewView.
Liaison to Technology pods for Flight Operations.
Perform Targeted, Smoke and Full Regression tests on updated versions of apps.

Flight Operations EFB & Mobility Technical Analyst 

Support 11 Bases and their respective Chief Pilots with Contract related inquiries as well as processing Military Orders, Jury Duties, Pilot Leave, Charters, etc.
Audit Crew Scheduling to adhere with Company guidelines and report pilot data via Quickbase, Pullsheets and Docuware.
Analyze pilot trips for Crew Payroll to ensure accurate pay.
Work with Crew Scheduling in cross-functional capacity as a subject matter expert to reduce errors and costs.
Collaborate with Flight Operations departments on the "Sunset of Pullsheets" project - Workday implementation.
Develop and implement plans of action to improve processes within departments that we support.
Communicate and execute SWAPA Union pulls in timely and accurate manner.
Train new team members with processes and procedures.
Ad hoc projects from leadership.

Flight Operations Diversity, Equity and Inclusion (DE&I) 2022 Task Force member.

Flight Ops Crew Support Specialist

Adhere to pilot contract daily to provide the best customer experience for the pilots.
Strictly follow FAA/ FAR 117 mandates that pertain to pilots as well as their CBA – contract.
Focus on maintaining a high daily OTP through effective routing.
Collaborate with Routers and the Dispatchers to make real-time analytical decisions.
Maintain cost-effective measures relative to operations and communicate enhancements for cost reduction.
Effectively managed a high volume of inbound and outbound Crew member calls.
Deescalate tense situations with professionalism, empathy and found harmonious solutions to immediate problems.
Facilitate timely communication with crew members regarding necessary schedule adjustments or additional duties.


Opentime Continuous Improvement Team - team especially created to reduce errors when running Opentime and reduce company costs produced from errors. (2019-2020)

Flight Ops - Crew Scheduler II

Flight Ops - Crew Scheduler I

American Airlines

Ensured the safety and security and welfare of all.  Elevated the experience by anticipating the needs and expectations of every guest. Evaluated and analyzed changes in customer needs, enhancing their experience on the aircraft. Maintained a warm and professional environment in all situations, to ensure the comfort of each guest.

Flight Crew

Omni Hotels & Resorts

Supervised a team of both in office and remote associates, maintained corporate policies through coaching, training, development and support.  Aid to resorts throughout the United States and Mexico. Promoted and sold our 60 luxury properties to clients. Built a strong and competitive team to provide the best experience for our customers. Monitored the progress of agents through productivity analysis and coached agents on how to maximize sales. 
Analyzed the business needs daily and determined necessary cuts to maximize productivity in the center. Analyzed a selection of daily calls to ensure compliance with Company standards and guidelines. Deescalate customer concerns, providing top service clients.

Sales Supervisor/Resort Liaison

InterContinental Hotels Group (IHG®)

Increased hotel sales through corporate accounts and leads-exceeding budget expectations.
Sales Blitz and Cold Calls. 
Expanded networking opportunities to procure more business.
Established strong relationships with local companies and groups, yearly increase of 27%
Increased Business meetings on property through tactful sales methods.
Fostered new business through marketing-design methods of advertising to increase revenue.
New LNR/KNR accounts with national and local businesses.-SMERF and Corporate Accounts.
Strategic pricing for revenue for the hotel-groups as well as transient travel-weddings/groups
Event planning for receptions and business meetings, Resume's and BEO execution. 
Time management and scheduling banquet staff based on budgeted allotment. 
Front Desk Manager on Duty- assisted in the training of agents and managed front office staff.
Accounts Receivable duties for the Hotel-Processed incoming payments for Direct Bill accounts.
P&L Planning and review for General Manager and Corporate office.
STR Report Analysis  as well as Hotelligence Review.
HotelSalesPro system for banquets and corporate account information.

Sales, Catering and Marketing Manager

Manager on duty during evening hours as well as daytime. 
Managed and trained a staff of 8 for the front of house, managers reception.
Audited company funds during overnight shifts and training night auditors.
Trained new associates in areas of customer service, support, computer skills, etc.
Established long relationships with guests-created new business accounts.
Group planning and travel with the Hotel-tour groups and wedding blocks.
Balanced credit card and cash sales.
Assisted Guests with questions and concerns, resolved issues in house.

Front Office Manager

Learner•Woo•Communication•Includer•Positivity

I am a highly experienced, customer-oriented, enthusiastic, and self-motivated professional with extensive working knowledge of the hospitality, guest relations and airline industry; enhancing customer response strategies, resolving complaints and escalations, and coordinating customer service functionality to drive productivity and growth. Accustomed to high-pressure environments where every minute counts and acknowledged for capacity to identify issues, resolve problems, capitalize on opportunities, and ensure that high standards of quality and service delivery are maintained. Effectively communicate company products and services to the customer and always put an extra effort to enhance customer satisfaction.


Feel free to connect with me!

Specialties: Customer Service, Sales & Marketing, Contracts, Leadership, Change Management and Employee Development

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