Denise Hartwright

· Maintain open lines of communication with Station Leaders, and Department leaders across Southwest regarding Ground Ops policies.

· Collaborate with Co-Hearts to create efficient process flows and document them.

· Assert close working relationships with Recruiting, REST, Labor Relations, HRBPs, Main Payroll, all GO HDQ Teams to minimize duplicative tasks.

· Connect with Company Application Consultants to request/gain access to “extra” application features as needed.

· Complete bi-weekly time and attendance tracking and submission for Ground Ops HDQ employees and offline union officers.

· Point of contact for the STARS project seniority list inquiries related to Ground Ops system records.

· Complete in-depth research on all STARS Seniority inquires that require Workday, Kronos Business Objects, Tesseract, and paper files access

· Create content for SharePoint and deliver presentations to aid our field employees on new Ground Ops processes.

· Completed the centralization of the field employee travel project, which included providing metrics and static data to multiple stakeholders

· Facilitate meetings and create training materials for all new processes affecting teams beyond our own.

• Led operational strategy to enhance customer satisfaction and streamline flight schedules.
• Oversaw team performance, ensuring compliance with safety regulations and service standards.
• Implemented process improvements that reduced turnaround time for aircraft maintenance operations.
• Coordinated cross-departmental initiatives to optimize resource allocation and operational efficiency.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Mentored staff, fostering a culture of accountability and continuous improvement within the team.
• Analyzed performance metrics to identify trends, driving strategic decisions that improved overall operational effectiveness.
• Managed and motivated employees to be productive and engaged in work.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Mentored staff, fostering professional growth and enhancing team performance.
• Led cross-functional teams to implement process improvements and reduce operational costs.

• Led project teams to enhance operational efficiency and safety protocols.
• Developed and implemented strategic initiatives to optimize resource allocation.
• Mentored junior staff, fostering professional development and team collaboration.
• Streamlined project workflows, resulting in improved timeliness and quality of deliverables.
• Coordinated cross-departmental communication to ensure alignment on project goals.
• Facilitated training sessions for team members on new systems and processes.
• Managed stakeholder expectations through effective communication and relationship building.
• Managed multiple projects simultaneously, ensuring timely completion and high-quality deliverables.
• Identified opportunities for improvement in existing processes and implemented changes to optimize productivity.
• Collaborated with stakeholders to gather requirements and establish clear objectives for each project.
• Led a team of professionals to achieve project milestones while maintaining budgetary constraints.
• Enhanced communication among team members by establishing regular meetings and progress updates.

• Delivered engaging training sessions to enhance employee knowledge and operational efficiency.
• Developed instructional materials aligned with company policies and industry standards.
• Facilitated onboarding programs to ensure smooth integration of new hires into corporate culture.
• Assessed training needs through feedback and performance evaluations, adjusting curriculum accordingly.
• Mentored junior instructors, fostering a collaborative learning environment for continuous improvement.
• Implemented innovative training techniques, increasing participant engagement and retention rates.
• Collaborated with management to identify skills gaps and design targeted training initiatives.
• Evaluated training outcomes, providing actionable insights to enhance future instructional design efforts.
• Partnered with organizational leaders to identify skill gaps within the workforce, developing targeted training programs to address identified needs.
• Assisted in the development of job-specific training programs, increasing employee preparedness for new roles within the organization.
• Provided one-on-one coaching for individuals needing additional support, leading to increased confidence and competence in their roles.
• Created and oversaw SOS Representative and Leadership training programs for operations.

• Provide outstanding Customer Service via telephone to Internal Customers, Airports, Reservation Centers, Customer Relations, and Finance Departments.
• Answer and research inquirers using QIK Base-Reservation system, SAAS System, POS System, Ticketless Repository, Internet, SABRE basic booking requests, refund systems, funds availability, schedules, fares, and routings.
• Troubleshoot and determine solutions in effort to resolve Internal and External Customer concerns
• Performs special tasks as directed by Director, Manager, Assistant Managers, and Supervisor
• Mentoring New Hires, assist on teams that involve scheduling, Quality Assurance, and activities for the Department.

• Responsible for answering Customer inquiries athat are received by letter
• Use the Rapid Rewards Fire database to update memeber's account, for example crediting flights that the member is missing and also extending award tickets that have expired.
• Researching flight information for the Customer using the Ticketless Repository and Prims to find credit that was not given.

• Responsible for processing and mailing airline tickets to Customers
• Responsible for working Ticketless exchange errors
• Answer calls and assist Customers with Prepaid ticket problem
• Contact Banks to verify billing information for Customers accounts to help prevent fraudulent charges
• Worked with Airports and Reservation centers to help collect for fraudulent reservations so that Southwest collects the money.