Hi, I’m
Fou Lanivia
Performance Manager
San Diego,CA
Summary
Dynamic leader with a proven track record at Unifi Delta Airlines, enhancing operational efficiency and profitability through data-driven decisions and best practices. Excelled in logistics management and team leadership, significantly improving service delivery and ramp safety. Skilled in cross-functional coordination and problem-solving, achieving notable improvements in customer service and operational effectiveness.
Qualified Ramp Customer Service agent with proven history in operational leadership. Successfully spearheaded key initiatives that streamlined processes and enhanced productivity. Demonstrated expertise in strategic planning and team management.
Professional operations leader prepared for high-impact roles in dynamic environments. Known for driving efficiency and achieving results through collaborative team efforts and adaptable strategies. Possesses robust skills in process optimization and resource management.
Overview
12
years of professional experience
1
Certification
Work History
Unifi Delta Airlines
Operation Manager
08.2022 - Current
Job overview
- Implemented data-driven decision-making techniques, improving overall operational effectiveness and profitability.
- Leveraged industry best practices to optimize workflow efficiencies and drive improvements in service delivery timescales.
- Contributed to the development of company policies concerning ramp operations, ensuring alignment with organizational goals and industry best practices.
- Provided strategic oversight on major projects ensuring timely completion within budget constraints.
- Ensured timely departures and arrivals of flights through proficient management of resources and personnel on the ramp.
G2 Alaska Airlines
Lead Ramp Agent
04.2021 - 06.2022
Job overview
- Managed aircraft pushback operations, ensuring safe execution while maintaining schedule integrity.
- Minimized operational errors with thorough pre-flight inspections of aircraft exterior and ground support equipment.
- Increased on-time performance through proactive identification and resolution of potential issues prior to departure.
- Boosted team morale by fostering a positive work environment and providing clear communication channels.
- Enhanced ramp safety by consistently enforcing proper procedures and guidelines.
NEX Navy Exchange
Sales Floor Supervisor
07.2019 - 02.2021
Job overview
- Resolved escalated customer complaints professionally while maintaining company reputation.
- Supervised daily operations on the sales floor, ensuring timely completion of tasks and meeting operational standards.
- Assisted in visual merchandising to create appealing displays that attracted customers and drove sales.
- Demonstrated product and answered questions for prospective customers.
- Conducted regular performance evaluations of team members, setting clear expectations for future growth within their roles.
- Partnered with operations team to achieve company revenue and profit goals.
- Provided regular feedback to employees, fostering a culture of continuous improvement and professional growth.
C3 Customer Contact Channels
Customer Service Representative
08.2013 - 01.2020
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
West High School Salt Lake City, UT
High School Diploma
07-2013
Skills
- Scheduling and planning
- Operational efficiency
- Logistics management
- Cross-functional coordination
- Problem-solving
- Customer service
- Team leadership
- Decision-making
- Employee relations and conflict resolution
- Planning and implementation
- Management
- Policies and procedures implementation
- Organizational management
- Goal setting
- Staff training
- Inventory control
Certification
License to Lead from ACS Learning and Development Business Partner License to Lead Program Delta Airlines
Languages
Samoan
Full Professional
Timeline
Operation Manager
Unifi Delta Airlines
08.2022 - Current
Lead Ramp Agent
G2 Alaska Airlines
04.2021 - 06.2022
Sales Floor Supervisor
NEX Navy Exchange
07.2019 - 02.2021
Customer Service Representative
C3 Customer Contact Channels
08.2013 - 01.2020
License to Lead from ACS Learning and Development Business Partner License to Lead Program Delta Airlines
West High School
High School Diploma
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