Francine Fairweather

• Led team to enhance customer satisfaction through effective issue resolution and service improvement initiatives.
• Managed scheduling and staffing for optimal coverage during peak travel periods, enhancing service levels.
• Promoted a positive and inclusive working culture that emphasized collaboration, teamwork, and mutual respect among all employees.
• Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
• Defined clear targets and objectives and communicated to other team members.
• Mentored staff in best practices for handling complex customer issues, fostering a culture of excellence and accountability.
• communication during all the changes they have been experiencing. Drive operational improvements by analyzing employees feedback and performance metrics, including NPS, Turn Target Times and average resolution time.

Manage daily station Operations. Ensure strict adherence to FAA, TSA, OSHA, and company safety regulations, including compliance with flight security procedures. Lead personnel management efforts by recruiting, training, supervising, and mentoring station staff, while overseeing scheduling, performance evaluations. Managed financial performance by developing and maintaining station budgets, controlling expenses, minimizing overtime, and coordinating with subcontractors. Drive a high standard of customer experience by resolving complex service issues and promoting service excellence. Foster strong collaboration by maintaining effective relationships with airport authorities, Internal Co-hearts and External Customers including our vendors, and law enforcement agencies.

Managed staffing levels to maintain efficient service while optimizing operational costs.

Mentored junior staff, fostering a culture of continuous learning and professional development within the team.

Evaluated employee performance regularly, identifying areas for improvement and developing action plans accordingly.

Led team meetings to communicate updates, reinforce expectations, and foster open communication among staff members.

• Manage a cross-functional team of over 400 employees.
• Reinforcing compliance and promoting a strong culture of safety.
  Oversee staffing to ensure operational efficiency while minimizing overtime usage.
  Drive performance by maintaining turn compliance and achieving MBR goals, while implementing effective strategies to improve EMO performance.
  Partner with leadership and step into ASM and General Manager responsibilities when needed.
• Providing operational oversight and continuity of leadership
• Managed and motivated employees to be productive and engaged in work.
• Maintained professional, organized, and safe environment for employees and patrons.
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• Facilitated teams to gates to ensure on time and turn compliance performance.
• Maintained a consistent below goal MBR ratio.
• Performed in the MCC role numerous times to Conduct daily safety briefings to reinforce compliance and promote a culture of safety.
• Facilitate and deploy teams to gates to ensure on-time departures and efficient aircraft turns.
• Play an instrumental role in gate dispatch operations, supporting overall operational success. Consistently maintain an MBR ratio below established goals through proactive oversight and performance management.
• Serve in the MCC role as needed, providing leadership and operational oversight to ensure seamless execution.oversee the operation.
• Reduced aircraft turnaround time with meticulous planning, coordination, and communication among the team members.
• Promoted a positive work environment by fostering open communication lines between team members and encouraging professional growth opportunities.

• Coached and mentored customer service agents, along with peers.
• Played a vital role in culture and development of our internal customers.
• Navigated through difficult situations, both with internal and external customers.
• Coordinated daily operations to ensure timely responses to customer inquiries and issues.
• Mentored staff on conflict resolution techniques, empowering them to handle challenging situations effectively.
• Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
• Coached employees through day-to-day work and complex problems.
• Enhanced team productivity through regular coaching, feedback, and performance evaluations.
• Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.