Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Gabriela Fender

Fort Lauderdale,FL

Summary

Experienced airport manager with a strong analytical mindset, dedicated to fostering teamwork and cultivating lasting customer and stakeholder relationships. Skilled in making informed decisions and exercising sound judgment for optimal operation outcomes. Committed to prioritizing safety and utilizing training, monitoring, and morale-building techniques to enhance employee engagement and elevate performance levels.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Manager, Airports

Air Canada
02.2019 - Current
  • Oversee and manage over100 AC frontline employees above the wing in MIA & FLL, including 5 managers, also third party ground handlers below the wing day-to-day.
  • Assisted as needed opening, supporting various airports in the South East.
  • Assure regulations are followed, safety is maintained, customer expectation is exceeded.
  • Resolve staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Develop a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Maximize performance and promote safety by monitoring daily activities, meetings, conference calls and mentoring team members.
  • Build and nurture a strong relation with all vendors, airport authorities and regulatory bodies to work together effectively and address any resources necessary to improve overall operation.

Customer Service Manager

Air Canada
07.2014 - Current
  • Represent the brand and company vision for customer service excellence
  • Understand our internal and external customers by anticipating needs and delivering promises at all customer touchpoints.
  • Foster employee development by empowering, coaching and supporting the team to provide glowing-hearted hospitality.

Account Manager - Air Canada

Menzies Aviation
05.2012 - 07.2014
  • Plan, organize, coordinate and manage below & above the wing operations and activities for Air Canada.
  • Maintain open communication with the Air Canada manager and delivering the customers standard level of service expected by Air Canada.
  • Ensure and enforce all Air Canada SOPS and policies.
  • Oversee GSE and proper maintenance of all equipment assigned to the account.
  • Oversee hiring and training for adequate staff for the account.

Flight Monitor/ Supervisor

Servisair
06.2010 - 05.2012
  • Flight operations, monitoring unit an turn-around coordinator for Virgin Atlantic Airways.
  • Ramp oversight.
  • Weight and Balance duties.

Customer Service Agent & TTT

Swissport
07.2005 - 07.2009
  • Aircraft coordinator and ticketing agent for Virgin Atlantic and Mexicana de Aviacion.
  • Check-in, baggage and ticketing agent for Virgin Atlantic.
  • Virgin Atlantic TTT.
  • Responsible for initial/recurrent and regulatory training and audits for all Swissport airlines accounts.
  • Airline representative liaison during station internal and regulatory audits.

Education

Some College (No Degree) - Estudios internacionales/Idiomas modernos

Universidad Metropolitana

High School Diploma -

U.E Colegio Champagnat

Skills

  • Airport Operations
  • Customer service
  • Team leadership
  • Decision-making
  • Staff management
  • Coaching and mentoring
  • Regulatory compliance
  • Emergency response
  • Safety procedures
  • Recruiting and interviewing

Certification

Fostering inclusion and diversity - Yale school of management.


Accelerating change readiness and agility - UC Berkeley Executive Education.


Complaints Resolution Official - Open Doors Organization.


Family Assistance training - Aviem International.

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Manager, Airports

Air Canada
02.2019 - Current

Customer Service Manager

Air Canada
07.2014 - Current

Account Manager - Air Canada

Menzies Aviation
05.2012 - 07.2014

Flight Monitor/ Supervisor

Servisair
06.2010 - 05.2012

Customer Service Agent & TTT

Swissport
07.2005 - 07.2009

Some College (No Degree) - Estudios internacionales/Idiomas modernos

Universidad Metropolitana

High School Diploma -

U.E Colegio Champagnat

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Gabriela Fender