DENISE PARCO
Menifee,CA
Summary
Motivational Leader and organizational problem-solver with advanced Supervisory, team building and Customer Service skills. Experience stepping into roles and quickly making positive changes to drive Company success. Focused on using training, monitoring and morale-building techniques to maximize Employee engagement and performance.
Overview
16
16
years of professional experience
Work History
Ground Operations Supervisor
Southwest Airlines
03.2023 - 06.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
Senior Hospitality Specialist
Southwest Airlines
04.2022 - 03.2023
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Stayed up-to-date with industry regulations and standards to offer compliant hospitality services.
- Prepared and presented management with detailed reports on customer satisfaction and hospitality services to aid in decision making.
Ground Operations Manager
Southwest Airlines
07.2018 - 04.2022
- Exceeded Team goals and collaborated with Team Members to implement Company initiatives
- Promoted Employee Safety awareness based on understanding of regulatory mandates and organizational best practices
- Compiled Customer feedback and recommended service delivery improvements to Management
- Completed special projects by using effective decision making, critical thinking and time management skills
- Collaborated with Senior Leadership to identify ways to improve services for internal and external Customers.
Customer Service Supervisor
Southwest Airlines
04.2017 - 06.2018
- Oversaw team of Customer service professionals assisting Customers
- Responded to Customer requests with friendly, knowledgeable service and support
- Investigated and resolved Customer inquiries and complaints in an empathetic manner
- Established positive rapport with Customers, Managers and Customer Service Team Members to maintain positive and successful work environment.
Operations Agent
Southwest Airlines
05.2016 - 03.2017
- Adhered to Safety guidelines at all times
- Completed successful weight and balance of aircraft
- Regularly met Company goals
Supervisor
South Coast Winery Resort and Spa
05.2014 - 05.2016
- Developed and enforced Safety standards and procedures for food quality and sanitation purposes
- Communicated with vendors regarding back order availability, future inventory and special orders
- Realigned workflows with changing business demands by evaluating processes and Employee strengths.
Hopsitality Manager
Race So Cal Motocross Vacations
10.2008 - 05.2015
- Developed and executed plans to monitor standard process adherence
- Managed logistics operations to meet Customer expectations and financial standards and policies.
Education
Southwest Airlines University
Dallas, TXSkills
- Team leadership through peer to peer Employee coaching
- Effective problem solver and complaint resolution
- Adherence to high customer service standards
- Purchasing, procurement and inventory control
- Budgeting and reporting
- Effective workflow management
- Excellent time management skills
- Employee coaching
- Knowledge of IAM and TWU contracts including but not limited to work rules, grievances, hearings, fact findings and discipline
Awards
- Baggage Services Office of the Year - 2024
- Baggage Services Office of the Year - 2023
- Five Years Aircraft Damage Free - 01/2021
- Winning Spirit Award Winner - 11/2020
- Best of the Megas - 2019
- Safety Champion - 2019
- California Strong Top Performer of the Quarter - Fourth Quarter 2019
- Best of the Megas - 2018
- Baggage Services Office of the Year - 2018
- Safety Champion - 2018
- Operations Agent Valedictorian - 06/2016
Volunteer Experience
- Company Wide Culture Committee, 01/2020-01/2022, Culture advocate and support member at local Culture Committee events, Culture Summits and Culture Blitz events
- Care Team Member, 06/2019-06/2022, Provide resources and support for internal and external customers as well as communities in the case of an Aircraft event involving Southwest Airlines
- Local Culture Committee Chair, 06/2019-05/2023, Support and enhance local Culture efforts, manage funds, plan events and meetings in an effort to engage all Employees
Timeline
Ground Operations Supervisor
Southwest Airlines
03.2023 - 06.2024
Senior Hospitality Specialist
Southwest Airlines
04.2022 - 03.2023
Ground Operations Manager
Southwest Airlines
07.2018 - 04.2022
Customer Service Supervisor
Southwest Airlines
04.2017 - 06.2018
Operations Agent
Southwest Airlines
05.2016 - 03.2017
Supervisor
South Coast Winery Resort and Spa
05.2014 - 05.2016
Hopsitality Manager
Race So Cal Motocross Vacations
10.2008 - 05.2015
Southwest Airlines University
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