CAROL ANNE NICHOLLS
Bloomington,IL
Summary
Goal Oriented Leadership | Operational & Customer Service Excellence | In Alignment with Company Core Values Passionate, driven, and goal-oriented leader with over 30 years of experience in customer service, operations, and team development, excelling in fast-paced, dynamic environments. Proven ability to lead high-performing teams, prioritize operational safety, and consistently deliver exceptional customer experiences. Highly skilled in coaching, employee engagement, and fostering workplace cultures rooted in mutual respect, accountability, and core company values.
Overview
35
35
years of professional experience
Work History
Ramp, Lead Agent, Supervisor, Designated GM, & General Manager
ENVOY
10.2012 - 12.2024
- Led, coached, and developed all team members, achieving a 60% improvement in operational efficiency across multiple stations.
- Performed financial audits to ensure adherence to corporate policies, resulting in a 10% reduction in annual operational expenses.
- Directed ticket counter and ramp operations, optimizing workflows to achieve over 90% on-time performance rate and enhance operational excellence.
- Promoted effective and interactive pre and post briefings among all departments and team members for all flights fostering collaboration to achieve common goals.
- Delivered impactful training as a Trainer-to-Trainer (TTT) for Passenger Interaction, Aircraft Familiarization (ERJ 145, 175, CRJ 200, 700, 900), Security & Aircraft Search; and Cabin Appearance, resulting in a 100% compliance rate in training certifications for all team members.
- Responsible for the improvements for the Bloomington station achieving an A rating for on time performance within a 24-month period.
Principal & Administrative Support
CG & Associates
12.2009 - 12.2011
- Coordinated daily operations with international teams in Poland, India, and Vietnam, resolving administrative and operational issues efficiently.
- Managed logistics, scheduling, and travel arrangements, ensuring seamless operations and administrative support across global teams.
- Provided executive-level administrative support, including preparing correspondence, reports, and organizing meetings for senior manager.
Administration Manager
TRICON Construction Services
02.2005 - 11.2009
- Managed operations for virtual and physical offices in Europe, Asia, and India, coordinating staff, special projects, and daily administrative tasks.
- Led the hiring and training of administrative support staff, improving workflow efficiency and team performance.
- Provided marketing and sales strategies for estimating services, expanding business operations and client base.
Staff Assistant to General Manager, International Security Agent, Senior International Security Agent, Cargo Security Liaison
American Airlines
08.1989 - 05.2000
- Introduced and managed work processes leading to improved efficiencies; thereby increasing productivity by 75% annually.
- Prepared materials for contract cargo training, made hotel arrangements, processed travel expenditure reports.
- Prepared all written communication, invoices and administrative reports for General Manager.
Education
A.S. - Spanish for Business & Tourism with majors in Literature
BARBADOS COMMUNITY COLLEGE
01.1988
Certificate - English Language & English Literature, Advanced
BARBADOS COMMUNITY COLLEGE
01.1985
Certification Course - Office Administration
BARBADOS COMMUNITY COLLEGE
01.1984
Skills
- Leadership & Team Development
- Operational Safety & Reliability
- Employee Coaching & Mentorship
- Customer Service Excellence
- Conflict Management & Resolution
- Workflow Optimization
- Committed & Passionate
References
Deborah, Osborne-Fish, 802.730.9397 Personal. Known her for 20 years.
Kathleen Rice, 817.941.9614 Business. Regional Managing Director Envoy Air. Known her for 2 1/2 years
Joanna Bradshaw, 407.749.9274 Personal & Business. General Manager Envoy Air. Known her for 5 years
Awards
Agent of the Year – Dallas Fort Worth, presented by American Airlines CEO – Mr. Robert Crandall., Agent Awards of the Year – 1996
Training
- Leadership training development for Managers
- CARE training
- Leadership 101 for Managers
- International Security Training
- Train the Trainer Program
- Internal Control Manual Training
- Ground Security Coordinator
- CRO
Timeline
Ramp, Lead Agent, Supervisor, Designated GM, & General Manager
ENVOY
10.2012 - 12.2024
Principal & Administrative Support
CG & Associates
12.2009 - 12.2011
Administration Manager
TRICON Construction Services
02.2005 - 11.2009
Staff Assistant to General Manager, International Security Agent, Senior International Security Agent, Cargo Security Liaison
American Airlines
08.1989 - 05.2000
Certificate - English Language & English Literature, Advanced
BARBADOS COMMUNITY COLLEGE
Certification Course - Office Administration
BARBADOS COMMUNITY COLLEGE
A.S. - Spanish for Business & Tourism with majors in Literature
BARBADOS COMMUNITY COLLEGE
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