Elizabeth Criscuolo
Travel & Tourism
Lynn,MA
Overview
25
25
years of professional experience
4
4
years of post-secondary education
Work History
General Manager Customer Experience
Delta Air Lines
02.2021 - 10.2024
- Direction and development of Hub Assistant Manager and Frontline Operations Service Manager team, as well as the ability to engage frontline.
- Engage with all divisions to review metrics and gain their commitment to act in accordance with Company guidelines, to help support goals.
- Focus on leading and developing the skills of front-line employees with the goal of delivering consistent and excellent customer service, delivering a quality product in accordance with Company guidelines.
- Lead Customer Service Representatives and Customer Service Employee population.
- Build and develop the quality and retention of the Hub Department Manager, Frontline Operations Service Managers, and Lead Customer Service Representative ranks.
- Business/Employee relationship development, with the goal of crafting a positive employee culture.
- Oversight of all Customer Service functions: Ticket Counters, Gates, Baggage Service, Customer Care, Station Training; Operational planning and safe implementation of all above-the-wing operations.
- Strategically plan the long-term development of department operations.
- Improve operational performance, financial controls, and safety.
- Oversight of the Employee Support Center, which allows employees within our company to request services, provides time and attendance, credentialing assistance, payroll support, the Employee Engagement team as well as a wide range of employee issues and needs.
- Collaborating with divisional department leadership and peers, as well as Corporate Support Center resources.
- Working with business partners and vendors; active role and support of divisional/company projects; active involvement in the local airport community.
- Oversight and application of general department administration (answering internal and external inquiries, conduct investigations and hearings, Reasonable Accommodation Process, attendance, and dependability for leadership team).
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Analyzed market trends to inform business decisions and strategies.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
Station Manager
Southwest Airlines
Boston, MA
07.2003 - 02.2021
- Served as subject matter expert for all Safety, Service and Procedures
- Managed all facets of airline station operation: conducted investigations as appropriate into performance, safety (damages and injuries) and ensured that safety, security, and service were delivered consistently
- Demonstrated leadership of the company by possessing a cheerful outlook, working from a place of integrity, having a sense of humor, an appreciation for employees and customers as individuals, importance of employee development and inclusion, recognition of others, job excellence, relationship building, kindness, and continuous mindfulness of overall company goals.
- Executed timely and responsible communication with all departments and management.
- Reconciled expenses to coincide with approved budgets.
- Set and administered budgets alongside leadership staff.
- Assured and promoted staff development.
- Maintained and fostered positive business relationships with the local airport authority and agencies, as well as built and maintained positive business relationships with contract carriers.
- Planned, organized, led, and controlled staff to promote a workplace culture of teamwork, self-motivation, and pride within a diverse and multicultural work environment.
- Conducted performance reviews and station performance planning.
- Assured excellent customer service and efficient station operation.
- Ensured all winter deicing operations were aligned with all current regulations in FAR Parts 121.
- Assured compliance with FAA and airport security procedures.
- Reviewed operational and financial reports to meet station goals and objectives.
- Supported Airport Authority and member of LAMCO, Logan Airport Community Organization.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Flight Attendant & Air Transportation Supervisor-Instructor
U.S. Airways Express
Bedford, MA
01.2000 - 11.2002
- Maintained a Safety and Leadership Role to assist customers' safety during all phases of flight.
- Called upon to care for ill, injured, or incapacitated customers and administer first aid in compliance with government requirements.
- Greeted and served customers while making safety the number one goal.
- Conducted safety regulations and procedures as specified in the FARs and by company policies and procedures.
- Air Transportation Supervisor (ATS) Flight Attendant Instructor professionals that trained aspiring flight attendants to provide safety and comfort to passengers aboard an aircraft and depth understanding of the cabin crew operations
- Performed and instructed all work activities in accordance with established standards, policies, laws, and regulations, including Federal Aviation Administration regulations.|Provided a foundation before flying standards on revenue flights.
- Ensured all flight attendants were in full compliance with policies, procedures, regulations, and safety guidance.
- Conducted IOE and instructed In-Flight Initial, Recurrent, and any applicable required training for all flight attendants based on industry requirements and standards.
- Participated in Company's Proving Run, Inaugural service of the SAAB-340 Aircraft. | 121.163 Aircraft.
- Administered and coordinated emergency procedures or care, enhancing onboard safety.
- Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
Education
Certificate in Travel & Tourism -
Travel Education Center
Cambridge, MA12.1991
Some College (No Degree) -
Bay State College | Travel & Tourism | Hospitality
Boston, MAHigh School Diploma -
St. Columbkille High School
Brighton 09.1987 - 05.1991
Skills
- Computer Skills-Microsoft Word & Excel
- Microsoft PowerPoint
- Vendor Sourcing
- Quality Management
- Customer Relationship Management
- Branding
- Sales Experience and Presentations
- Workflow Planning
- Schedule Management
- Account Management
- Supply Chain Management
- Operations Oversight
- Organizational Development
- Training and Development
- Vendor Partnerships
- Customer Relations
- Budget Forecasts
- Revenue and Market Expansion
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Timeline
General Manager Customer Experience
Delta Air Lines
02.2021 - 10.2024
Station Manager
Southwest Airlines
07.2003 - 02.2021
Flight Attendant & Air Transportation Supervisor-Instructor
U.S. Airways Express
01.2000 - 11.2002
High School Diploma -
St. Columbkille High School
09.1987 - 05.1991
Certificate in Travel & Tourism -
Travel Education Center
Some College (No Degree) -
Bay State College | Travel & Tourism | Hospitality
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