Angela Kier
Sr. Analyst, Airports Execution & Change Management
Irving,TX
Summary
Experience managing various aspects of research projects in Operations Performance from development to data collection and reporting. Ability to train, mentor and encourage process improvements through teamwork. Uses Six Sigma analytics and company insights to make unbiased decisions and recommendations to improve operational effectiveness and profitability.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Sr. Analyst, Airport Execution & Change Management
American Airlines
Dallas, TX
07.2022 - Current
- Specialize on the people side of change, including changes to business process, systems and technology, job roles and organization structures.
- Deliver and execute change management strategies that maximize team member adoption and minimize resistance.
- Manage system wide projects through tracking and reporting to senior airport leaders throughout the organization.
- Responsible for executive level content support, meeting facilitation, airport alignment to company’s goals, building project plans and monitoring execution.
- Focus on ensuring change initiatives meet objectives on time and on budget by increasing employee adaption and usage.
Fleet Service Clerk
American Airlines
Houston, TX
05.2021 - 07.2022
- Pick-up and deliver mail at mail facility, baggage in bag room; cargo facility or staging areas.
- Arrival and departure activities of aircraft including; pushing, towing and related guide person functions.
- Reads and fills out documents and forms necessary to the operational requirements of the airline. Includes ability to perform data entry.
- Transporting furnishings and supplies to and from aircraft interiors.
- External servicing of the aircraft including lavatory, potable water, external electricity, air start, and preconditioned air; includes checking all fluid levels.
- Operate air stair lifts, pushback, tugs and beltloaders as needed.
Customer Service Manager
American Airlines
Denver, CO
11.2020 - 04.2021
- Supervised employees and assessed performances to determine training needs and define accurate plans for accomplishing AYR.
- Reviewed repeated issues within operations to solve delay issues and improve company outcomes.
- Set team goals and collaborated with staff members to implement customer service initiatives.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Mentor and coach frontline team members in skill development, customer service elevation and company culture behaviors.
- Establishes and promotes effective relationships with external and internal business partners.
Operations Performance Assurance
American Airlines
Fort Worth, TX
07.2015 - 11.2020
- Ground Operations Compliance (Gocom) is part of the Safety Management Systems group within the Cargo and Airport Excellence organization.
- A Certified training instructor committed to reporting facts, explaining the "why" behind policies and procedures.
- Dedicated to establishing a partnership with station personnel and acting liaison between field and HDQ.
- Develops and performs detailed audit programs of AA and AAL subsidiary field locations.
- Evaluation of ramp controls, assessing compliance with established policies and procedures to ensure that employees and assets are properly safeguarded.
- Adequacy and effectiveness of policies and procedures and the overall performance of the area being audited.
- Prepares and discusses audit findings with appropriate members of management, recommends changes to corporate policies and procedures, as necessary and summarizes audits and prepares final reports.
- Builds/Maintains strong cross-departmental relationships and pursues training to stay with industry and audit risks.
Education
Bachelor of Arts - Agricultural Leadership, Education, & Communication
University of Nebraska
08.1996 - 01.2004
Skills
Critical thinking, Multi-tasking and Problem-solving skills
Building vendor relations to support needs of an operation
Facilitate station improvements from beginning to end
Client management
Security regulations
Accomplishments
- Collaborated with team of six in the development of perfecting ground compliance using white belt technique's
Certification
Yellow Belt Certification
Timeline
Sr. Analyst, Airport Execution & Change Management
American Airlines
07.2022 - Current
Fleet Service Clerk
American Airlines
05.2021 - 07.2022
Customer Service Manager
American Airlines
11.2020 - 04.2021
Yellow Belt Certification
05-2020
Operations Performance Assurance
American Airlines
07.2015 - 11.2020
Bachelor of Arts - Agricultural Leadership, Education, & Communication
University of Nebraska
08.1996 - 01.2004