Courtney M. Smith

Provide technical solutions for operational and business needs for LEAD Operations

• Assess business requirements and recommended technical products and solutions to meet needs
• Submit and track INCs and RITMs to resolve program defects within SLA. Update Customers and Senior Leaders on progress and roadblocks
• Develop, document, and execute user acceptance testing
• Working knowledge of future AQP requirements
• Presented data-driven justification of Optimization results to LEAD Ops Managers that resulted in approval to hiring of additional FAA Aircrew Program Designees

Participate in Crew Training Technology SAFe ceremonies

• Participate in feature grooming sessions and define user acceptance criteria
• Contribute to UI design of new block resource modal in OQS Scheduling
• Worked with Scrum team to test and certify application features before deploying to production
• Cultivate professional working relationships with multiple Technology pods and stakeholders

·Support applications outside Crew Training

• Coordinate testing requirements for Crew Accommodations Board
• Work with vendor to support timely completion of defects

• Design and distribute surveys and analyze results to determine best practices for standard work and gain peer buy-in and presented data-driven results to Leaders
• Develop and present written and visual training materials to facilitate discussions during Team meetings as a Member of Change Network Team
• Demonstrate working knowledge of Southwest Contract of Carriage and DOT regulations as a Complaint Resolutions Official
• Resolve escalated complaints for Executive Leaders
• Assists peers in identifying Customer needs and provide DOT substantive written and verbal responses
• Mentor for new hires and provide one-on-one coaching to peers Team member in Customer Relations Green Belt project
• Graduate of Projects & Business Support Talent Management Program