Katherine Alge
Los Angeles
Summary
Results-driven airline leader with more than 20 years of progressive experience in supporting airport operations, workforce planning, labor relations, employee services, and customer experience. Proven track record of leading diverse teams, and driving staffing strategies that support safe, efficient, and customer-focused operations. Experienced in collaborating with union leadership, operational stakeholders, and corporate partners to ensure compliance with collective bargaining agreements while achieving business objectives. Recognized for strong decision-making, problem-solving, employee development, and operational excellence in fast-paced environments.
Overview
22
22
years of professional experience
Work History
Duty Manager, Airport Customer Experience Administration
American Airlines
Los Angeles, CA
12.2022 - Current
- Lead the Manning Office and Employee Services functions supporting Customer Care and Customer Operations at Los Angeles International Airport (LAX).
- Direct and develop a team consisting of 3 Customer Service Managers and 12 Support Staff employees.
- Ensure operational staffing requirements are met through workforce planning, shift allocation, overtime administration, and resource management.
- Oversee vacation change periods, Voluntary Time Off (VTO) awards, and daily staffing adjustments to support operational needs.
- Manage Customer Care and Customer Operations shift and vacation bids in partnership with local union leadership, station management, and headquarters.
- Ensure bidding processes remain contract-compliant while maintaining operational efficiency and appropriate headcount levels.
- Participate in grievance hearings and collaborate with Labor Relations on contractual matters.
- Analyze staffing, labor utilization, and FTE reports to support workforce planning and cost-control initiatives.
- Drive continuous improvement efforts that enhance operational performance, staffing effectiveness, and team accountability.
Customer Service Manager – Employee Service Center
American Airlines
Miami, FL
01.2020 - 12.2022
- Led a team of Support Staff providing administrative support to Customer Operations, Customer Care, and Management Support Services.
- Oversaw payroll administration and employee service functions for multiple operational departments.
- Managed employee ID processing, including renewals, transfers, and new-hire onboarding.
- Maintained and administered CWA and TWU employee personnel files and records.
- Tracked employee transfers into and out of the station, ensuring compliance with company and contractual requirements.
- Coordinated employee engagement initiatives, recognition programs, and station events.
- Continued to support Lost Time processes and attendance administration when operationally necessary.
Customer Service Manager – Lost Time
American Airlines
Miami, FL
09.2012 - 01.2020
- Managed attendance programs for Customer Service Agents, Fleet Service Clerks, and Tower Planners.
- Analyzed Lost Time reports and coached employees on attendance expectations and accountability.
- Conducted counseling sessions and administered corrective action, up to and including termination, in accordance with company policies and labor agreements.
- Processed and managed various leave programs, including Sick Leave, Personal Leave, Injury Leave, and Return-to-Work cases.
- Maintained accurate headcount records, including transfers, promotions, downgrades, retirements, resignations, and terminations.
- Assigned schedules for new hires, transfers, and returning employees.
- Managed bid formatting and uploads into Staff Administration and IMS/Auto TA systems.
- Prepared responses to grievances and partnered with Labor Relations on employee matters.
- Supported the Manning Office with staffing administration and workforce planning.
- Processed disability documentation and unemployment claims.
- Utilized Sharp Access to support unemployment and disability claim management.
Staff Assistant
American Airlines
04.2006 - 09.2012
- Provided administrative and payroll support to Fleet Service Clerks and Customer Service Agents.
- Processed payroll transactions and overtime documentation, including 206s, exception logs, schedule discrepancies, and related reporting.
- Generated operational reports using ViewDirect.
- Managed airport badging processes for new hires, transfers, leave returns, and badge renewals.
- Coordinated successful compliance audits conducted by Miami-Dade Aviation Department (MDAD) and Customs and Border Protection (CBP).
- Managed equipment room inventory, ordering, and supply distribution.
- Frequently selected for special projects due to strong organizational and problem-solving skills.
- Served as Manager in Charge (MPR) during leadership absences.
- Managed overtime call-out responsibilities for Fleet Service Clerks during departmental transitions.
Ticket Representative
Joe Robbie Stadium (Hard Rock Stadium)
Miami Gardens, FL
02.2004 - 08.2010
- Delivered exceptional customer service in a high-volume environment.
- Assisted guests with ticketing inquiries and event-related concerns, ensuring a positive customer experience.
Data Clerk
UPS
Miami, FL
03.2005 - 04.2006
- Audited package information against system records to ensure shipment accuracy and successful delivery.
- Resolved discrepancies and maintained data integrity within operational systems.
Education
Bachelor of Arts - Criminal Justice
St. Thomas University
Miami, FL, USA01-2004
High School Diploma - General
American Senior High
Miami, FL, USA01-2000
Skills
- APS
- CWA/TWU contracts
- Team Member Central/Success Factors/PMRs
- Workbrain/Bidding Hub/Bid Builder/GSRT
- OPA/Tableau
- Microsoft Office
- Excel/Power Point/Smartsheet
- Attention to detail
- Time management
- Results-oriented
- Problem solver
- Dedicated team player
- Resourceful
Timeline
Duty Manager, Airport Customer Experience Administration
American Airlines
12.2022 - Current
Customer Service Manager – Employee Service Center
American Airlines
01.2020 - 12.2022
Customer Service Manager – Lost Time
American Airlines
09.2012 - 01.2020
Staff Assistant
American Airlines
04.2006 - 09.2012
Data Clerk
UPS
03.2005 - 04.2006
Ticket Representative
Joe Robbie Stadium (Hard Rock Stadium)
02.2004 - 08.2010
High School Diploma - General
American Senior High
Bachelor of Arts - Criminal Justice
St. Thomas University