AUDREY PHIPPEN
Summary
Accomplished aviation operations leader with over 10 years of experience in airport operations, baggage service management, and gate operations at one of the nation’s busiest hubs. Demonstrated ability to enhance safety compliance, operational performance, and team productivity while adhering to FAA Part 139 standards. Expertise in coordinating multi-department operations, implementing safety management systems (SMS), and spearheading effective crisis response initiatives. Recognized for cultivating high-performing teams, driving operational excellence, and consistently maintaining exceptional safety and service standards.
Overview
12
12
years of professional experience
Work History
Duty Manager
Piedmont Airlines
09.2019 - Current
- Lead daily operations for baggage service, ramp, operations and gate departments, ensuring compliance with safety regulations, performance goals, and FAA standards.
- Oversaw department redesign, resulting in a sustained “A” scorecard for baggage handling performance, up from a “D+” in prior operations.
- Coordinate and issue operational directives; manage communications and ensure accurate documentation.
- Develop and implement process improvement programs enhancing efficiency, safety compliance, and customer service.
- Direct quarterly bidding process for agents, supervisors, and managers across departments.
- Conduct safety inspections, resolve operational issues, and coordinate with the FAA, air traffic control, and airport leadership.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Managed and maintained all aircraft operations documentation, ensuring accurate filing, scanning, and secure storage in compliance with audit and regulatory requirements.
Customer Service Manager – Gate Operations
Piedmont Airlines
04.2014 - 09.2019
- Managed gate operations, ensuring adherence to FAA safety and operational protocols while resolving performance and safety concerns promptly.
- Led irregular operations training program, equipping agents to manage oversales, weight restrictions, and equipment changes efficiently.
- Delivered consistent improvements in on-time departures and passenger satisfaction scores.
- Coordinated closely with airport authorities, airlines, and vendors to ensure operational continuity and safety.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Gate Agent
Piedmont Airlines
04.2013 - 04.2014
- Provided front-line passenger service in a fast-paced, time-critical environment.
- Selected to train and mentor new agents in operational procedures and customer service excellence.
- Assisted in managing challenging operational scenarios including oversales and equipment changes.
- Assisted customers with ticketing and baggage check-in requirements.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Education
Bachelor of Science - Business Marketing
Grand Canyon University
Phoenix, AZSkills
- Airport operations management under FAA Part 139
- Crisis management expertise
- Safety Management System (SMS) Implementation
- Regulatory Compliance & FAA Coordination
- Operational Performance Optimization
- Team Leadership, Coaching & Development
- Customer Service Excellence
- Budgeting & Resource Management
- Process Improvement & Training Development
Awards
- Manager Award – Recognized for leadership excellence and operational presence.
- Real American Hero Award – For life-saving team effort at PHX Sky Harbor Airport.
- Customer Experience Audits Leader – Established annual training updates improving audit performance.,
- Operational Transition Leader – Managed system conversion from US Airways to American Airlines.
Timeline
Duty Manager
Piedmont Airlines
09.2019 - Current
Customer Service Manager – Gate Operations
Piedmont Airlines
04.2014 - 09.2019
Gate Agent
Piedmont Airlines
04.2013 - 04.2014
Bachelor of Science - Business Marketing
Grand Canyon University
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