Jennifer Loiseau

Supported station metrics which drove consistency in standard work by working with station leadership. Developed and sustained administrative practices that tracked and supported budget responsibilities as well as operational performance.

• Worked closely with cross-departmental senior leaders on launch and expansion of Accelerate Gates.
• Joined the Fuel Council in 2024 to assist with reducing APU burn across the system wide. Current reduction is over 8 minutes which equates to roughly a $20M savings YTD.
• Partnered with global learning on development of customer service leads training, assisted with rollout RSE 1234, along with corporate leadership development.
• Led efforts of SPA compliance amongst all hubs and increased average usage from 87% to 94%.
• Represented Consistency team at weekly performance councils and monthly balance scorecard
• Increased mobile boarding adoption at Accelerate gates to an average of 85% compared to the stations 25%.

Inspired and developed front-line customer service employees to deliver consistent and excellent customer service in accordance with company guidelines. Manage and maintain training department to ensure we have a safe work environment that's compliant with FAA regulations.

• Redesigned the gate training program into a progressive 5 week program versus 2 week random training.
• Took proficiency from 65% to 80% in three short months out of 1,100 customer service representatives.
• Worked to increase the safety culture for jet bridge trainee's by adding the "mock door" into the training curriculum.
• Composed technical documents and reports for interactions with FAA for regularly scheduled audits.
• Provided leadership and oversight of front-line employees in an operational environment.
• Conduct investigations as appropriate into performance, safety, complaints and other work issues.
• Provided technical guidance and interpret company guidelines and procedures and/or union agreements to assist front-line employees in performing functional tasks and ensure that safety, security, and service are delivered consistently.
• Interviewed potential customer service representatives and provide senior management with hiring recommendations.
• Worked with cross-departmental leaders in analyzing NPS and TCI metrics.

Fast paced customer service role, connecting people and uniting the world with the ultimate goal of building a lifelong career with United Airlines.

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Remained calm during periods of high volume or unusual events to maintain operating standards and set positive example for team.
• Recognized by trainers and peers for willingness to go above and beyond.