Barbara E. Cruz
Summary
Detail oriented Administrative Professional with leadership experience in all aspects of the business environment to provide internal and external customers with the highest level of service and support the overall goals and metrics of the organization.
Overview
18
18
years of professional experience
Work History
Airport Operations Crew Liaison /Leadership Team Member
JetBlue Airlines
12.2016 - Current
- Efficiently support Boston hub in all facets of the operation (ticket counter, help desk, bag drop, baggage service office, and gates).
- Ensuring proper compliance is maintained by customers in respects to health and safety (COVID-19) as well as properly following guidelines.
- Support leadership and fellow crew members with any security related matters when called upon.
- Working with the leadership team to ensure a plan is in place for all irregular operations (staffing, customer options and communication).
- Support JetBlue University with local training initiatives, maintain communication and provide feedback regarding all training offered by JetBlue College of Airports.
- Conduct recordkeeping audits and review reports to ensure Airport Operations Crewmembers and Business Partners have accurate and compliant training records.
- Participate in conference calls and training sessions in order to obtain and disseminate information on the latest training initiatives and changes to Airports policies and procedures.
- Monitor crewmember performance and deliver training to improve crewmember development as needed.
- Taking a leading role in assisting crewmembers during an irregular operation.
Event Staff Member /Ticket Sales Associate
Lowell Memorial Auditorium / Tsongas Arena
08.2014 - 11.2016
- Directed guests to nearby attractions and distributed information on upcoming special events as part of venue's marketing strategy.
- Communicated with team members and management to obtain current information on venue attractions and related logistics.
- Stocked ticket sales counter with brochures, rack cards and other promotional materials for guest use.
- Sold tickets to concerts, plays and other performances at ticket counter and by online ticketing systems.
Front Office Coordinator
Pro Rehab, Inc.
02.2006 - 08.2014
- Maintained patient demographic, financial and medical records in accordance with HIPAA regulations and office policy and standards.
- Schedule, coordinate, and track patient pre-authorizations.
- Complied with OSHA and DOH standards.
- Coordinated marketing materials to be given to patients.
- Answered all incoming calls, scheduled, and confirmed appointments.
- Prepared billing, occasional marketing, and report statistics.
- Verified and posted accounts receivable transactions to journals, ledgers, and other records.
- Assisted in all clerical duties such as filing, typing, answering incoming calls and data entry.
Education
Bachelor of Science - Business Communications
Chestnut Hill College
Philadelphia, PA05.2023
Associate of Science - Business Administration
Middlesex Community College - Bedford
Bedford, MA05.2013
Skills
- Leadership: Encourage, lead, and recognize crewmembers
- Communication: Timely, honest, and open communication to customers and team
- New Hire Training
- Positive Reinforcement Strategies
- Employee Relationships
- Customer Reservations
- Attentive Service
- Team Meetings
- Baggage Handling Procedures
- Administrative Duties
- Multitasking and Organization
- Rational Decision-Making
- Professional Relationships
Timeline
Airport Operations Crew Liaison /Leadership Team Member
JetBlue Airlines
12.2016 - Current
Event Staff Member /Ticket Sales Associate
Lowell Memorial Auditorium / Tsongas Arena
08.2014 - 11.2016
Front Office Coordinator
Pro Rehab, Inc.
02.2006 - 08.2014
Bachelor of Science - Business Communications
Chestnut Hill College
Associate of Science - Business Administration
Middlesex Community College - Bedford
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HEATHER PETTITHEATHER PETTIT
<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company