Emily Bouchard
Ogdensburg,NY
Summary
Motivated General Manager with exceptional social skills, communication abilities, and customer service background. Dedicated to following health and safety guidelines during fast-paced operations and work environments. Two years of experience planning and organizing work schedules, communicating goals and objectives and complying with company policies and procedures.
Overview
6
6
years of professional experience
Work History
General Manager
SkyWest Airlines
Ogdensburg, New York
01.2020 - Current
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized efficiency by coaching and mentoring agents on industry practices, company policies and procedures, and technology systems such as VOLARE, AERO, jet, and gate reader.
- Promoted safe and positive work environment while ensuring CORE4 standards were used during each departing and arriving flight.
- Strove for first call resolution by taking true ownership of customer needs and issues during delays and cancellations.
- Provided current and accurate schedule and flight arrival and departure information to local law enforcement, TSA, Mapco and FBO monthly.
- Used critical thinking to break down problems, evaluate solutions and make decisions during IRROPS.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed team of 8-10 employees, overseeing hiring, training, and professional growth of employees.
- On-boarded new employees with training and new hire documentation. I-9 forms, BST.
- Maximized performance by monitoring daily activities and mentoring team members.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Completed end of month reports for month prior, as well as workload analysis and scheduled bid for the following month.
- Accomplished multiple tasks within established time frames.
- Certified on deice training, interior and exterior search training.
Cross-Utilized Supervisor
SkyWest Airlines
Ogdensburg, New York
11.2019 - 01.2020
- Exceeded goals through effective task prioritization and great work ethic.
- Helped to lead agents at OGS during the operation. Oversaw the operation while GM was not present.
- In charge of safety briefings with agents after each flight.
- Helped to promote a safe and positive work environment during each operation.
- Assisted agents whenever they were unsure or needed help whether it be with computer technology at check in and gate, equipment, or below the wing responsibilities.
- Assisted General Manager in Dayforce rolls and responsibilities, authorizing shifts and ensuring agents clocked in and out accurately and on time.
Cross-Utilized Agent
SkyWest Airlines
Ogdensburg, New York
04.2019 - 11.2019
- Loading and unloaded customer luggage on and off aircraft.
- Greeted passengers, issued tickets, shared seat assignments, checked baggage, boarded flights and re-booked passengers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained energy and enthusiasm in fast-paced environment.
- Trained to deice the aircraft during winter operations.
- Promoted and maintained teamwork and a positive attitude with co-workers during each operation.
Head Cashier
Lowes Home Improvment
Ogdensburg, New York
08.2018 - 03.2019
- Helped customers complete purchases, locate items and join reward programs.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Evaluated professionalism of checkouts and kept team members on top of cleaning tasks.
- Oversaw group of 15 cashiers, supervising performance, correcting problems and boosting efficiency to optimize team operations and dynamics.
- Assisted customers by answering questions and fulfilling requests.
- Set and updated employees scheduled breaks based on expected customer needs to meet coverage demands.
- Processed checks, cash and credit purchases or refunds.
Assistant Manager
The Dirty Gringo Mexican Restaurant
Ogdensburg, NY
07.2015 - 05.2018
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Pitched in to waitstaff and dishwashers during exceptionally busy times such as dinner hour.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Handled money, balanced tills and processed credit card payment batches maintaining 100% accuracy.
- In charge of doing weekly inventory at the restaurant to help ensure that we would be well prepared for the week to come.
Education
Some College - Criminal Justice
SUNY Canton
Canton New YorkHigh School Diploma -
Ogdensburg Free Academy
Ogdensburg New York 06.2012
Skills
- Employee Motivation
- Focus and Follow-Through
- Decision Making
- Originality and Creativity
- Assignment Delegation
- Team Leadership
- Verbal and Written Communication
- Policy Enforcement
Timeline
General Manager
SkyWest Airlines
01.2020 - Current
Cross-Utilized Supervisor
SkyWest Airlines
11.2019 - 01.2020
Cross-Utilized Agent
SkyWest Airlines
04.2019 - 11.2019
Head Cashier
Lowes Home Improvment
08.2018 - 03.2019
Assistant Manager
The Dirty Gringo Mexican Restaurant
07.2015 - 05.2018
Some College - Criminal Justice
SUNY Canton
High School Diploma -
Ogdensburg Free Academy