Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Carole Cranston Smith

Summary

Collaborative professional with dedication to partnering with others to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced environments. Possesses expert team leadership, project management, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions to meet and exceed customer service needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Skilled in working under pressure, meeting challenges to best enhance the organizational brand. Hardworking and always maintaining a positive attitude and willingness to take on added responsibilities to meet team goals. Basic proficiency in Spanish and German. Honorably Discharged US Airforce Veteran.

Overview

37
37
years of professional experience

Work History

Supervisor Airport Operations - Customer Service

United Airlines
05.2023 - Current
  • Oversaw daily operations of various zones, ensuring smooth workflow and timely completion of tasks by front-line employees to ensure productivity via coaching, training and evaluations.
  • Strategic planning and execution of Airport Operations goals to help achieve and deliver consistent and excellent customer service in accordance with company guidelines.
  • Applied strong leadership talents, effective communication and problem-solving skills to maintain team efficiency and organize workflows utilizing United's Core4 principles, leading by example.
  • Handled passenger complaints, resolved issues, and adjusted policies to meet changing needs.
  • Achieved results by using innovative processes to work with frontline employees and other key stake holders to meet established targets and metrics. Collaboration with departments to achieve organizational goals, fostering teamwork across various functions.
  • UROC Certified (United Resource Operations Control) - Resource Management for ATW daily operations. Change Management champion enabling DENCS to successfully transition from Customer Service Center. Successful execution of planned gate schedules and future challenges by communicating course of action to achieve matrix and customer satisfaction.
  • CSOC Certified (Customer Station Operations Control) - Monitor and report potential Issues, delays, cancellations and unmet arrivals. Planning, management and execution of mandatory overtime. Answer operational calls and troubleshooting. Assist with diversion management and connection planning in irregular operations situations. Maintain, analyze and communicate operational performance metrics and critical issues to necessary senior leadership.

Customer Service Agent and Upgrade Lead

United Airlines
11.2021 - 05.2023
  • Provided exceptional customer service with empathetic listening and effective problem-solving skills utilizing Core4.
  • Managed passenger boarding and deplaning process effectively during assigned shift and IRROPS (Irregular Operations).
  • Upgrade CS Lead May 2022 - May 2023:
  • Provided ongoing support to CSRs through mentoring and coaching encouraging open communication.
  • Managed escalated United Airlines passenger issues, ensuring swift resolution and maintaining positive relationships with internal business groups.

Substitute Teacher and Para Educator

Cherry Creek School District
10.2016 - 04.2021
  • Developed strong rapport with students through consistent encouragement and support. Assisted in creating and fostering safe, nurturing and positive learning environment conducive to academic growth for high school students who have moderate, severe and multiple disabilities.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Promoted good community relations with school clientele, parents and various organizations.

Retail Sales Manage

Macy's Department Store
12.2010 - 12.2012
  • Supervised staff and maximized efficiency of selling floor process to ensure exceptional customer service. Assessed staffing, recovery and maintenance concerns and participated in creation for action plans for day. Resolved staffing issues and maximized hours utilization, provided recognition and redirection as needed.

Director International Merchandising

The Home Shopping Network
08.1997 - 07.2005
  • Managed promotions for On-Air merchandising of goods for HSN US, Europe and Asia to maximize and exceed sales goals.
  • Developed high-performing team members by providing mentorship, guidance, and opportunities for professional growth ensuring productivity, including writing training manual.
  • Facilitated cross-functional collaboration for improved decision-making processes within organization for plans, reports, product implementation, pricing and budgeting.

Intelligence Analyst

United States Air Force, USAF
02.1987 - 08.1992
  • Analyzed open-source intelligence data to identify potential threats and vulnerabilities and timely coordinated accurate and relevant assessments with other intelligence agencies to share information and resources.
  • Produced multi-source intelligence reports and products for different agency customers and assisted in development of intelligence strategies and policies to support operations.
  • Strengthened situational awareness among key stakeholders by delivering concise, actionable intelligence briefings.
  • Maintained subject matter expertise in assigned areas of responsibility through ongoing professional development and also effectively trained many military intelligence colleagues.
  • Earned numerous awards for job excellence including National Defense Service Medal, Airforce Achievement Medal, Good Conduct Medal. Served during Operation Desert Storm/Desert Shield. Held Top-Secret SCI/SBI Clearances.

Education

Bachelor of Science - Business Administration

Shorter University
Rome, GA

Associate of Arts - Business

University of Maryland - College Park
College Park, MD

Skills

  • Leadership
  • Training, Mentoring and Team Building
  • Strategic planning
  • Project Management
  • Staff Management
  • Employee Motivation
  • Goal-Oriented
  • Effective Communication
  • Problem Solving
  • Change Management
  • Influencing others and Collaboration
  • Microsoft Office, Excel and Powerpoint

Affiliations

  • United Business Resource Groups: UMA, uIMPACT, United 4 Veterans and BEACON
  • Girls on the Run International - Mentor and Coach

Timeline

Supervisor Airport Operations - Customer Service

United Airlines
05.2023 - Current

Customer Service Agent and Upgrade Lead

United Airlines
11.2021 - 05.2023

Substitute Teacher and Para Educator

Cherry Creek School District
10.2016 - 04.2021

Retail Sales Manage

Macy's Department Store
12.2010 - 12.2012

Director International Merchandising

The Home Shopping Network
08.1997 - 07.2005

Intelligence Analyst

United States Air Force, USAF
02.1987 - 08.1992

Bachelor of Science - Business Administration

Shorter University

Associate of Arts - Business

University of Maryland - College Park

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Carole Cranston Smith