Deborah Hellman
Winslow
Summary
Dynamic professional with extensive experience in operations management and customer service. Proven track record in enhancing customer satisfaction through effective problem-solving and team leadership. Skilled in compliance and conflict resolution, successfully managing complex travel arrangements and fostering strong client relationships. Committed to driving operational excellence and continuous improvement. Adapts quickly changing environments.
Overview
25
25
years of professional experience
Work History
General Manager of Operations
Worldwide Flight Services
01.1997 - 04.2001
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Drove revenue growth by identifying new business opportunities by adding Mexicana, JetBlue and Continental.
- Provided ground support for the Dallas Cowboys and the Miami Dolphins team charters.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and maintained relationships with external vendors and suppliers.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships. Our operation was a fully outsourced American Airline City. With 4 flights a day to Dallas.
General Manager of Operations
AMR SERVICES/WORLDWIDE FLIGHT SERVICES
12.1990 - 01.1997
- Delivered consistent results in challenging market conditions through sound decision-making based on communication and forging partnerships with a mutual goal of on time performance and excellent customer service.
- Responsible for Passenger Service outsourcing of Philippine Airlines, Aero Cancun, and American Airlines outsourcing initiative for Express Check-In and Cargo Agents and FinnAir.
- Provided ground support for the Presidential tour of President Aquino of the Philippines.
Manager of Passenger Services
AMR Services
01.1990 - 12.1990
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Our customers were Worldways and Hapag Lloyd.
Customer Service Manager
ComAir
12.1984 - 12.1990
- Responsible for facilitating ComAir's first International operation.
- Coordinated with product development team to address frequent customer issues.
- Boosted customer retention rates through personalized follow-up strategies.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner. Working with all departments within Air Canada to insure our day to day operation was on time.
- Coordinated with the U.S. Secret Service and the RCMP officials for a smooth and secure operation for Former President Carter's flight from Toronto to Cincinnati during his first book tour.
- Garnered positive relationships with Customs and Immigration to insure smooth passenger handling.
Customer Service Manager
ComAir
06.1982 - 12.1984
- The Nashville operation was outsourced to American Airlines for passenger and ramp operations.
- Cultivated positive rapport with American employees and Management in order to streamline a successful operation.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Successfully transitioned to a fully ComAir employee operated station.
- Recruited, interviewed and hired employees and cultivated positive rapport with fellow employees to boost morale and promote employee retention.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Customer Service Agent
ComAir Airlines
03.1981 - 06.1982
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Responsible for making reservations for passengers, rebooking due to cancellations or weather delays.
- Investigated and resolved customer inquiries and complaints quickly.
- Prepare Passenger Manifest based on weight and balance allowances/restrictions.
- Helped customers every day with positive attitude and focus on customer satisfaction.
Travel Consultant
TV Travel
09.1979 - 03.1981
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
Assistant Manager
All World Travel
06.1976 - 09.1979
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
Education
Aviation Administration
Sinclair Community College
Dayton, OH06-1976
Skills
- Team leadership
- Decision-making
- Problem-solving
- Customer relations
- Staff training and development
- Conflict resolution
- Customer rapport
- Multitasking and organization
- Recruitment and hiring
- Schedule management
- Time management
- Operations management
- Negotiation
- Adaptability and flexibility
- Compliance
- Computer skills
Timeline
General Manager of Operations
Worldwide Flight Services
01.1997 - 04.2001
General Manager of Operations
AMR SERVICES/WORLDWIDE FLIGHT SERVICES
12.1990 - 01.1997
Manager of Passenger Services
AMR Services
01.1990 - 12.1990
Customer Service Manager
ComAir
12.1984 - 12.1990
Customer Service Manager
ComAir
06.1982 - 12.1984
Customer Service Agent
ComAir Airlines
03.1981 - 06.1982
Travel Consultant
TV Travel
09.1979 - 03.1981
Assistant Manager
All World Travel
06.1976 - 09.1979
Aviation Administration
Sinclair Community College
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