Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Education and Training
Timeline
Generic

Cristina Zavala

Gilbert,AZ

Summary

Resourceful and project-focused through the military experience, aviation and aerospace sector, and as a competent supervisor with over 10 years of experience leading teams in exceeding organizational goals, leadership and customer expectations. Highly skilled in managing and motivation culturally-diverse workforce. Accomplished in training new employees and mentoring established associates to drive continuous improvement. Meticulous and results-oriented with expertise educating employees on all stages of project life cycles while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills. Boost service team productivity while maximizing customer satisfaction with strategic management and process improvement strategies. through monitoring and developing KPIs. Skilled leader with excellent program management, relationship-building and administrative expertise. Adept at managing concurrent objective to promote efficiency and influence positive outcomes. Successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success. Experienced professional offering proven safety record, performance-oriented nature and strong history of accomplishment in environments. Background training and mentoring team members to optimize performance and improve quality. Reliable, industrious and diplomatic in resolving concerns.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Flight Simulator Maintenance Supervisor

United Airlines
Denver, CO
01.2021 - 12.2024
  • Oversaw team in completing job tasks quickly and accurately with appropriate use of instruments and tools
  • Delegated daily tasks to employees to manage resources and meet deadlines
  • Analyzed and identified equipment failure root causes and initiated correction actions
  • Implemented improved training procedures to better develop new personnel
  • Collected data to compile detailed reports for upper management and closely monitored equipment, tools and system upgrades
  • Contacted vendors to procure equipment and tools to meet organizational demands
  • Delivered positive reinforcement and constructive criticism for employee work efforts
  • Determined schedules, sequences and assignments for work activities, based on priority, quantity of equipment and personnel skill.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Tracked progress on projects and provided timely feedback to staff members.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Participated in conferences related to industry trends or organizational developments.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Complied with company policies, objectives and communication goals.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Coached staff members to develop long-term career goals.
  • Evaluated processes and employee strengths to realign workflows with changing business demands.
  • Maintained positive working relationship with fellow staff and management.
  • Identified needs of customers promptly and efficiently.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Assessed company operations for compliance with safety standards.
  • Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Implemented strategies to take advantage of new opportunities.
  • Wrote and submitted reports on industry trends, prompting managers to develop business plans.
  • Reviewed work orders, allocated resources, assigned tasks, and established priorities for completion of jobs.
  • Identified opportunities for process improvement through data analysis of repair trends.

Customer Service Manager

American Airlines
Phoenix, AZ
02.2019 - 06.2020
  • Drive operational excellence
  • Ability to prioritize and execute working independently and collaboratively
  • Execute decision-making in high pressure environment with a sense of urgency and preciseness
  • Work with multi-functional teams
  • Lead airport team member to perform safely and efficiently integrating company and FAA compliance
  • Prove support and mentorship to team members in skill development, customer service, and company culture behavior
  • Establish and promote efficacy with external and internal customer base
  • Provide direction and structure through resources and innovation to deliver high performance
  • Assess operational conditions to ensure company and local matrices
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.

Flight Simulator Engineer

American Airlines
Dallas, TX
12.2015 - 01.2019
  • Analyzing the flight simulator environment applying practical and theoretical knowledge
  • Perform tasks and solutions to aircraft systems
  • Install and design equipment modifications and specifications
  • Integrating development of pilot training Lesson Plans into the flight simulation environment
  • Improving and developing equipment and software design with vendor participation
  • Organize modifications and maintenance of hardware and software specification
  • Ensure timely solutions per rigorous timetable of flight training
  • Assist with FAA regulations, policies, and procedures
  • Provide feedback and solutions for contingency efforts to support enhancement of flight training
  • Improving operational reliability and creating opportunities to enhance the flight simulation environment
  • Demonstrated self-reliance by meeting and exceeding workflow needs
  • Improved operations by working with team members and customers to find workable solutions
  • Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts
  • Provided excellent service and attention to customers when face-to-face or through phone conversations
  • Improved customer satisfaction by finding creative solutions to problems.

Simulator Specialist-Technician II

CAE
Mesa, Arizona
01.2006 - 04.2014
  • Commitment to provide exceptional customer service with diverse clients
  • Demonstrate problem-solving and listening skills to resolve customer issues
  • Identifies, investigates, and solves complex problems using knowledge of training devices and aircraft systems resulting in 99.9% reliability
  • Apply performance audits to enhance training and customer satisfaction
  • Assist Engineering Department with modifications, design changes, and software enhancements
  • Assures training devices are maintained according to published procedures and standards
  • Ensure Quality Training Guides are optimal addressing issues as they occur for FAA inspection
  • Familiarity with FAR 14-CFR Part 60 assisting FAA compliance on Flight Simulation Training Devices: CRJ 200/700/900 and ERJ
  • Analyzed financial data and applied fiscal solutions for economic efficacy.

Integration and Test Engineer

Orbital Sciences Corporation
Chandler, AZ
05.2004 - 06.2005
  • Work with a small team to perform various tests on the Boost -Avionics Module (missile subsystem testing) through electrical integration, test and subsystem-level equipment
  • Develop, refine, and improve test procedures
  • Analyzed test data to evaluate system performance
  • Perform a variety of complex technical functions related to the support of development engineering activities
  • Write and interpret specifications used in designing, maintaining, and calibrating electronic systems, chassis or components.

Integrated Avionics Specialist

United States Air Force
Travis AFB, CA
04.1998 - 04.2004
  • Evaluated job performance of other military members and trained new recruits
  • Interpreted and recommended corrective action to inspection findings
  • Planned, organized and directed maintenance activities and aircraft modifications
  • Reviewed maintenance data collection to determine trends, production effectiveness and cost efficiencies
  • Integrated vendor relationships and performed liaison activities to ensure completion of mission objectives
  • Analyzed malfunctions, inspected, maintained, and installed integrated avionics and communication/navigation systems
  • Lead project-oriented teams and supervise the alignment of mission deliverables
  • Review data collection to determine production and maintenance trends
  • Created agendas and communication materials for team meetings
  • Demonstrated self-reliance by meeting and exceeding workflow needs
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

Education

M.S: Project Management/Information Technology Management -

Colorado State University
Colorado Spring, CO
01.2018

B.S.B: Global Business Management -

University of Phoenix
Phoenix, AZ
01.2014

Skills

  • Customer satisfaction
  • Data collection
  • Decision Making
  • Supervision & Leadership
  • Multitasking
  • Innovation
  • Listening and Communication
  • Problem Solving
  • Project Management
  • Implementation & Change Strategy
  • Project Planning
  • Standard Operation Procedures
  • Client relations and retention
  • Talent and Employee Development
  • Training and Coaching
  • Cross-functional collaboration
  • Team management
  • Proficient in Microsoft Office, Sabre, Oracle, CRM
  • Resource Allocation
  • Conflict Resolution
  • Vendor relationship management
  • Strategic Planning & Organizing
  • Operations Management
  • Teamwork and Collaboration
  • Communication
  • Customer Relationship Management
  • Innovation and Creativity
  • Performance Improvement
  • Quality Assurance
  • Team leadership
  • Quality assurance
  • Customer service
  • Conflict resolution
  • Process improvement
  • Operational efficiency
  • Communication skills

Certification

  • Strategic Leadership In 21st Century Project Management CSU Certificate 2018
  • Decision Making & Problem Solving In Project Management Leadership CSU Certificate2017

References

References available upon request.

Education and Training

true

Timeline

Flight Simulator Maintenance Supervisor

United Airlines
01.2021 - 12.2024

Customer Service Manager

American Airlines
02.2019 - 06.2020

Flight Simulator Engineer

American Airlines
12.2015 - 01.2019

Simulator Specialist-Technician II

CAE
01.2006 - 04.2014

Integration and Test Engineer

Orbital Sciences Corporation
05.2004 - 06.2005

Integrated Avionics Specialist

United States Air Force
04.1998 - 04.2004

M.S: Project Management/Information Technology Management -

Colorado State University

B.S.B: Global Business Management -

University of Phoenix

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