Dagmar Harmon

• Manage the AO Support Desk operation
• Support and Mentor 4 direct reports to enhance professional development, team development, training, and accountability.
• Product Owner Emergency Response -Dragon Tail project
• CX Leadership Program - Pet in Cabin project
• Support, guide, consult AO projects such as JET, AO Change initiatives, INOP seats, special AO initiatives driving Change Management for Airport agent flow
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Launched quality assurance practices for each phase of development

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.

Held all IAM positions with the Contact Center and Airport work groups rising to leadership positions within each area of expertise.