Jennifer Killian
Fort Lauderdale,FL
Summary
Driven Operations Manager bringing 13 years of experience and a demonstrated record of accomplishment for enhancing the customer and employee experience within the Travel & Leisure industry. Proficient in operational enhancements, quality improvements and leadership development based on hospitality strategies. Cross-functional collaborator well-versed in developing successful teams and motivating employees to meet individual and team objectives in an ambiguous and fast paced global environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Manager, Groups and Air Charters
Silversea Cruises Ltd.
01.2023 - Current
- Partnered with Expedition Development Team to determine air charter needs, budget requirements and operational plans for expedition voyages
- Identified cost improvement opportunities and implemented cost savings initiatives to increase company revenue saving over 3.5M USD in the first 8 months with targeted changes to air charter & hotel operations
- Created business case proposals and financial presentations for senior leadership review
- Collaborated with cross-functional partners to streamline business processes and internal controls, resulting in scalable, detailed and well-defined procedures
- Analyzed historical and forecasted data providing guidance to Hotel Operations Team on room block volume reducing capacity deficits and avoiding increased costs
Manager, Global CAM Air Operations
Royal Caribbean Group
09.2019 - 01.2023
- Managed a team of 70+ agents with offices in the US and Philippines responsible for coordinating up to 300K crew movements per year while providing 24 hour support
- Monitored key performance indicators, identified operational inefficiencies and created strategic improvement plans while maintaining an operational budget of $120M USD
- Collaborated with HR Business Partners and leaders in IT, Scheduling, Government Relations, Port Logistics and third party vendors to meet key goals and objectives
- Maintained a complex robotic booking system ensuring cost saving parameters were constantly reviewed for maximum effectiveness
Manager, Customer Service Operations
JetBlue Airways Corporation
06.2016 - 09.2019
- Monitored operational metrics including NPS, customer "WOW" scores, on-time departures (D0) and safety reports in order to implement strategic planning measures to gain efficiencies and improve overall performance
- Reviewed Customer feedback from every aspect of the travel experience to develop a targeted approach to improving the overall customer experience
- Empowered and engaged crewmembers emphasizing teamwork, hospitality and core company values
- Fostered positive relationships with key stakeholders including local law enforcement, government agencies and other airline leadership
Supervisor Inflight Services
JetBlue Airways Corporation
03.2013 - 06.2016
- Maintained a positive and influential relationship achieving top performance standards leading an entirely remote workforce of 100+ Inflight Crewmembers
- Coached individual performance to ensure delivery of superior customer service consistent with brand expectations
- Regularly delivered leadership training and collaborated on the continued development of training materials for JetBlue's Mint Product and Onboard Lead Program
- Member of the Onboard Lead Steering Committee focused on identifying and resolving areas of improvement within the Mint Program
Lead Customer Service
JetBlue Airways Corporation
10.2010 - 03.2013
- Oversaw all flight operations for assigned zones and up to 25 crewmembers in one of the busiest airports in the United States, John F. Kennedy International Airport
- Responded to emergency situations, elevated customer concerns, irregular operational events and crewmember needs
- Collaborated with multi-functional teams to create and implement operational plans to optimize efficiency and improve performance especially during irregular operations
Skills
- Motivational Team Leadership
- Cross-Functional Team Management
- Data Driven Decision Making
- Process Improvement
- Complex Problem-Solving
- Budget Forecasting
- Verbal and Written Communication
- Productivity Optimization
- Strategic Planning and Execution
- Project Management
Certification
- Six Sigma Black Belt
- FAA Certificate of Demonstrated Proficiency
Accomplishments
- Led Royal Caribbean Group's Crew Travel Team through a re-crewing effort contributing to the successful return to service after over 16 months of no sailing
- Key contributor to the 2020 successful repatriation of over 40,000 Royal Caribbean Group crewmembers during the "No Sail" order instituted by the CDC
- Launched Crew Travel rebranding campaign creating a tiered concierge approach effectively elevating customer service offerings and enhancing crew experience
- Family Assistance Center Team Lead in response to the active shooter tragedy at Marjory Stoneman Douglass High School in 2018
- Local Project Manager for the 2016 launch of the first commercial air service to Cuba in over 50 years
- Responsible for JetBlue's local Hospitality Program implementation resulting in the highest customer NPS & "WOW" scores recorded for Fort Lauderdale station
- Integral part of the development and implementation of JetBlue's Onboard Lead and Mint Premium Service Product
Timeline
Senior Manager, Groups and Air Charters
Silversea Cruises Ltd.
01.2023 - Current
Manager, Global CAM Air Operations
Royal Caribbean Group
09.2019 - 01.2023
Manager, Customer Service Operations
JetBlue Airways Corporation
06.2016 - 09.2019
Supervisor Inflight Services
JetBlue Airways Corporation
03.2013 - 06.2016
Lead Customer Service
JetBlue Airways Corporation
10.2010 - 03.2013
- Six Sigma Black Belt
- FAA Certificate of Demonstrated Proficiency
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