Adriana Jimenez
Longmont,CO
Summary
Bilingual and results-driven supervisor with experience in leadership, training, and customer-focused operations in both airport and hospitality settings. Skilled in team development, scheduling, and conflict resolution, with a track record of building high-performing teams and enhancing customer experiences. Proven ability to work collaboratively with major vendors, including TSA and airline partners. Eager to continue growing within leadership roles and contribute to organizational success.
Overview
4
4
years of professional experience
Work History
TQM Supervisor
American Automation – Denver International Airport
09.2024 - Current
- - Train all new hires on floor operations and DEN airport procedures
- - Lead a team of up to 14 PM shift agents with daily oversight and support
- - Facilitate weekly supervisor meetings and bi-weekly full team meetings
- - Identify and mentor agents with potential for leadership roles
- - Coordinate with airport operations managers to implement new procedures
- - Deliver excellent customer service and streamline passenger experience
- - Collaborate with TSA, airlines, and other vendors for smooth operations
- - Manage wayfinding, line control, and safety during peak travel times
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
TQM Lead
American Automation – Denver International Airport
11.2023 - 09.2024
- - Diverted passengers to the fastest available security checkpoint (North or South) based on TSA PreCheck, standard, or special accessibility needs
- - Provided guidance to wheelchair passengers and individuals with physical limitations
- - Ensured smooth wayfinding and access through restricted areas
- - Collaborated with Operations, TSA, and airline staff to optimize passenger flow and maintain safety standard
- -Assisted over 30K passengers a day
Supervisor – Players Club
Seminole Casino Hotel – Immokalee, FL
03.2021 - 03.2023
- - Supervised front-line Players Club staff of up to 10 employees to ensure high guest satisfaction
- - Managed scheduling, employee support, and conflict resolution
- - Trained new hires in hospitality standards and rewards system operations
- - Resolved guest concerns professionally to enhance customer retention
- - Coordinated promotions and worked closely with marketing and hotel teams including high end guest's
- Managed approximately 25 calls, emails, and faxes per day from customers
- Managed tax records and managed 50 emails per day touching base with guest's during tax season
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Education
GED - General Educational Development
University of Rio Grande Valley
Edinburg, TX11.2012
Skills
- - Bilingual: English & Spanish
- - Team Leadership & Staff Development
- - Conflict Resolution & Customer Relations
- - Scheduling & Time Management
- - Training & Onboarding
- - Vendor & Partner Collaboration (TSA, airlines, hospitality)
- - Airport Operations & Safety Support
- - Meeting Coordination & Communication
Timeline
TQM Supervisor
American Automation – Denver International Airport
09.2024 - Current
TQM Lead
American Automation – Denver International Airport
11.2023 - 09.2024
Supervisor – Players Club
Seminole Casino Hotel – Immokalee, FL
03.2021 - 03.2023
GED - General Educational Development
University of Rio Grande Valley
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