Christina White
Gahanna,OH
Summary
Motivated professional recognized for exceptional written, oral, and interpersonal communication skills. Experienced in managing operations while making critical decisions in a high-pressure and time-sensitive environment. A dependable leader skilled at building relationships with employees, coaching, and managing performance. Demonstrated strengths in organization, data analysis, and presentations.
Overview
16
16
years of professional experience
Work History
General Manager, Customer Experience
American Airlines
08.2023 - Current
- Managed budget implementations, employee reviews, training, and schedules.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty. FAA, DOT, TSA, CMH airport authority.
- Consistently produce results in Key Performance Indicators.
- Ensure the safety of team members and the operation.
General Manager, Customer Operations
American Airlines
02.2022 - 08.2023
- Oversight of all areas of Customer Operations for the A Concourse, including the International operation. Winners of the Queen's Cup 2nd, 3rd, and 4th Quarters of 2022.
- Oversite of Station Training and Compliance for all CLT Customer Operations team members. Ignited the Trailblazer Crew Chief mentor program.
- Established effective relationships with the IAM/TWU CLT chapter.
- Ensured the safety of team members and the operation.
Customer Service Rep/Mortgage Loan Processor
Premier Bank
10.2020 - 02.2022
- Collaborated with underwriters to provide timely, accurate service for clients throughout entire mortgage process.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
Station Manager
Delta Air Lines
10.2017 - 08.2020
- Lead employees to drive performance including safety, customer service and on-time goals.
- Interpret and report on KPI data while tracking trends and establishing action plans for improvement
- Built and maintained effective relationships with the airport authority and all contract business partners
- Managed a budget of $10 million while controlling costs within the operating plan.
- Partnered with regulatory agencies to support operational success and ensure regulations are met
- Evaluated lease space and footprint based on flight schedules and financial impacts
- Ensured a safe and reliable operation.
- Station of the Year winner 2018 - Domestic Category
Station Manager
Delta Air Lines
11.2014 - 10.2017
- Managed staff schedules for optimal coverage, ensuring excellent customer service and smooth operations.
- Drove a culture of accountability and managed to goals.
- Delta liaison for government authorities FAA, TSA and DOT.
- Ensured a safe and reliable operation.
Operations Manager, Customer Experience
Delta Air Lines
11.2008 - 11.2014
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Oversite of the Delta Sky Club and 360 program for High Value Customers.
- Oversite of Safety and Compliance for the West Palm Beach Station.
Skills
- Customer Service
- Budget and Invoices
- Problem Resolution
- Project Management
- Data and Analysis Reporting
- Operational Coordination
- Leadership and team building
- Time Management
- Training and Development
Timeline
General Manager, Customer Experience
American Airlines
08.2023 - Current
General Manager, Customer Operations
American Airlines
02.2022 - 08.2023
Customer Service Rep/Mortgage Loan Processor
Premier Bank
10.2020 - 02.2022
Station Manager
Delta Air Lines
10.2017 - 08.2020
Station Manager
Delta Air Lines
11.2014 - 10.2017
Operations Manager, Customer Experience
Delta Air Lines
11.2008 - 11.2014
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