Jennifer A. Carey

• Provide guidance to Airport Operations leadership on contract interpretation
• Coordinate staffing and training for Airport Operations division
• AO Implementation Lead for two new union contracts working cooperatively with the IAM and multiple divisions
• Developed and implemented an AO training redesign to improve efficiency and quality of new hire training

Temporary Director, AO Contract Services (Jan - Sep 2023)

Director, Contact Centers, North Houston

• Led a large team of frontline leadership, union-represented (in-office and home-based) and business partner professionals at a Contact Center with over 700 employees
• Changed success measures from metric-based coaching to skill-based behavior coaching to improve overall Customer Satisfaction to over 90%
• Increased focus on efficiency gains during COVID-19 crisis with need to reduce costs across the company through handle time reduction, process improvement and policy changes.

Director, Customer Care and Baggage Care

• Led a large team of frontline leadership, union-represented and business partner professionals at multiple Contact Centers with over 300 employees including 215 remote work from home employees
• Successfully developed and executed a compensation strategy based on data analytics on customer satisfaction and rebuttal rates
• Improved the Baggage Mishandling customer satisfaction by 10 points by creating a CSAT improvement strategy to ease the customer experience when reporting a baggage issue

Senior Manager, Station Operations, ORD

• Led an operational team of 70 managers and supervisors. Responsible for managing department’s back office functions including hiring, shift and vacation bidding, performance evaluation, compensation planning, team roles and responsibilities, annual goal setting, and performance reporting
• Led large capital projects including ORD Deicing Pad, coordinating across multiple internal and external stakeholders
• Developed and maintained relationship with Customer Service, Ramp Service, Maintenance, and Inflight departments to improve cooperation, goal achievement and increased teaming throughout the ORD hub, resulting in highest performance D:0 in 6 years

Senior Manager, Corporate Customer Care

• Led a large team of frontline representatives, analysts, and administrative professionals responsible for customer complaint and compensation handling for company executives, premium customers, and proactive outreach process

Senior Manager, Reservations Operations

• Responsible for annualized operating budget of approximately $41M including planning, forecast, variance, invoice processing, capital planning and monthly close
• Led a large team of frontline supervisors, operational and administrative professionals, delivering against long-term strategic goals and day-to-day operational execution at a Contact Center with over 700 unionized employees including 350 remote work from home employees
• Managed all OSHA issues and ensure safety compliance at the Chicago Contact Center. Led Chicago Contact Center Safety team to achieve United Safety Excellence Platinum status
• Planned, trained and executed on Cisco ACD conversion for the Chicago Contact Center

Manager, Manpower Planning

• Led an administrative staff-planning department of nine scheduling professionals.
• Responsible for annualized operating budget of approximately $243M including planning, forecast, variance, invoice processing, capital planning and monthly close.
• Planned annual call volume, AHT, abandon percentage, off phone activity and shrinkage for the domestic POS contact centers and BPOs.
• Created manpower budgets and work schedules for each tri-annual work schedule bid for all domestic contact centers and staffing requirements for BPO locations.