Erin Hill
Charlotte,North Carolina
Summary
With over 25 years of experience within the aviation industry, my skills and experiences cast a wide-net. With the passion to provide exceptional customer service at the core of every endeavor, I have held leadership roles within the airline sector, the Transportation Security Administration (TSA), and coming full circle with my current leadership role in airport operations for Charlotte Douglas International Airport. In each one of these entities, I prided myself on successfully cultivating relationships, my drive and influence to exceed the expectations of the customer, mastering operational effectiveness, and accomplishing time-sensitive assignments. I am passionate about influencing others to provide the best customer service experience as possible. It is with strong belief that customers are not just the visitors of our airport, but includes those internal partners and stakeholders that allows CLT to perform as one of the top airports in the nation.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Terminal Operations Supervisor
City of Charlotte – Aviation Department
01.2020 - Current
- Supervise the lobby and terminal entrance and provides face to face customer service to the traveling public, observe and report lobby and terminal entrance issues to maintain a pleasant, efficient and safe atmosphere and optimize terminal and curbside operations
- Resolve and investigate difficult or unusual customer service issues
- Continually monitor areas of responsibility and enforces rules, regulations and the application of CLT customer service standards
- Assess and oversee inspection of terminal facilities, systems and processes to ensure they adequately provide the intended and essential information for customers (for example, signage, public address, flight information display, telephone and general terminal maintenance)
- Assist with the development and enforcement of terminal standards including signage, smoking, stanchions, etc
- Provide direct support to passengers stranded overnight in the terminal
- Assist Terminal Operations Manager with storing and maintaining supplies and equipment necessary to support irregular and contingency operations
- Conduct training for internal and external personnel on customer service, emergency procedures and irregular operations
- Maintain accurate records and produces reports
- Supervise staff and leverage contract service providers including Charlotte Regional Visitor Association and Prospect Airport Services
- Supervise and direct the work of Terminal Operations Coordinators, Lost and Found Administrators and FIS (Federal Inspection Service) and Airport Services staff
- Primary point of contact for Customs and Border Protection, TSA Screening staff, airline station managers and other stakeholders
- Serve as Section Chief in the Airport Emergency Operations Center or Branch Manager for incident command following National Incident Command Systems (NIMS) protocols
- Direct and coordinate customer service efforts of internal and external support agencies during irregular operations
- Collaborate with Planning, Engineering and Facilities to ensure continuity of airport operations
- Deliver Employee Performance Reviews
- Act as an Authorized Signer for the Terminal Operations department
- Primary point of contact for all terminal-related activities between CLT and stakeholders
- Supported staff through change management initiatives associated with new policies or technology implementations.
- Mentored staff members in best practices for terminal management, fostering professional development and career growth opportunities.
- Increased customer satisfaction by addressing concerns promptly and implementing tailored solutions.
- Fostered strong relationships with vendors, suppliers, carriers, and regulatory agencies for seamless coordination of terminal activities.
- Ensured compliance with all applicable laws, regulations, industry standards related to terminal operations.
- Improved communication between departments by facilitating regular meetings and information sharing sessions.
- Developed robust safety protocols to ensure a secure working environment for employees and customers.
- Oversaw inventory management functions including warehousing, transportation coordination, and order tracking.
- Evaluated employee performance regularly through formal reviews as well as ongoing feedback mechanisms.
- Collaborated with stakeholders to develop strategic plans for terminal growth and expansion.
- Conducted periodic audits of operational practices to identify areas of improvement or noncompliance.
- Negotiated contracts with service providers to obtain optimal pricing structures while maintaining quality standards.
- Championed process improvements that resulted in higher productivity levels without sacrificing safety or quality.
- Optimized resource allocation for improved throughput and reduced dwell time.
- Established standard operating procedures to increase consistency across shifts and teams.
Transportation Security Manager
Department of Homeland Security
07.2008 - 12.2020
- Managed operational aspects of transportation security programs and personnel to mitigate threats against civil aviation and other transportation modes
- Coordinated national and local crisis management and incident response protocols
- Assessed surroundings and available information to make time-sensitive security related decisions related to security incidents, emergency situations and customer service issues
- Gathered information to provide accurate solutions to individual and organizational problems
- Implemented operational changes to improve the security, efficiency and effectiveness of operations
- Adjusted operational strategies to ensure performance standards are met
- Coordinated with Internal and external stakeholders to ensure communication of up to date security threat information
- Well versed in the use of transportation security policies, directives, and/or regulations in order to analyze or evaluate the effectiveness of security procedures
- Utilized the five phases of the Instructional System Design process - analysis, design, development, implementation, and evaluation in order to achieve optimum results
- Analyzed, managed and delivered training in a class/laboratory setting ensuring developmental needs and program goals are met
- Manage logistics and administrative aspects to implement new training programs
- Successfully coached and mentored Officers for promotions with outstanding results
- Developed contingency plans to overcome possible risks or threats to organizational objectives
- Highly commended by Supervisors for communication skills to include oral and written briefings, presentations, and reports to a wide variety of audiences
- Used databases and other systems to analyze information and create reports daily
- Managed multiple projects simultaneously to ensure objectives are met with continuous status updates and review
- Evaluated and allocated resources monitoring availability and goals
- Considered a Subject Matter Expert (SME) in Customer Service-related issues, concerns, complaints and compliments
- Selected as Point of Contact (POC) for Autism Speaks CLT event; conducted specialty training, communicated with airport stakeholders, Charlotte Community Leaders as well as Delta Airlines coordinating the event and ensuring quality customer service for all parties
- Utilized active listening techniques to gather necessary information as well determine pertinent and non- pertinent facts
- Applied knowledge of leadership principles and techniques to effectively guide and direct airport staff
- Built and managed a workforce based on organizational goals, budget considerations, and staffing needs
- Identified and implemented actions/activities to improve the performance and engagement of the workforce
- Successfully coached and mentored Officers for promotions with outstanding results
- Evaluated new technologies applicable to security measures in the transportation industry.
- Conducted thorough audits of security processes to identify areas for improvement and ensure compliance with federal regulations.
Education
COLLEGE COURSEWORK -
CENTRAL PIEDMONT COMMUNITY COLLEGE
HIGH SCHOOL DIPLOMA -
STELLA MARIS HIGH SCHOOL
ROCKAWAY PARK, NY06.1987
Skills
- Customer and client-facing communication skills
- MS Office Suite
- Organizational skills
- Work ethic
- Results oriented
- Time management
- Operational efficiency
- Incident response
- Terminal security
- Emergency preparedness
- Staff training and development
- Operations management
Certification
- TRANSPORTATION SECURITY MANAGER OF THE YEAR, DEPARTMENT OF HOMELAND SECURITY, 01/01/16
- UNSUNG HERO AWARD, DEPARTMENT OF HOMELAND SECURITY, 01/01/13
Timeline
Terminal Operations Supervisor
City of Charlotte – Aviation Department
01.2020 - Current
Transportation Security Manager
Department of Homeland Security
07.2008 - 12.2020
HIGH SCHOOL DIPLOMA -
STELLA MARIS HIGH SCHOOL
- TRANSPORTATION SECURITY MANAGER OF THE YEAR, DEPARTMENT OF HOMELAND SECURITY, 01/01/16
- UNSUNG HERO AWARD, DEPARTMENT OF HOMELAND SECURITY, 01/01/13
COLLEGE COURSEWORK -
CENTRAL PIEDMONT COMMUNITY COLLEGE
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