Kathleen C. Gaffoor

• Enhanced customer experience, station reliability, safety, and cost control through strategic initiatives.
• Mentored Customer Service Managers to elevate team competencies.
• Collaborated with vendors like Cabin Service and Catering to uphold service excellence.
• Executed daily tasks with accuracy and efficiency.
• Proposed innovative solutions to boost team performance and outcomes.
• Resolved customer issues efficiently, ensuring high satisfaction levels.
• Analyzed and addressed DOT, Disability, and Discrimination complaints collaboratively.
• Partnered with cross-functional teams to achieve project goals and deadlines.

• Managed departmental staffing, payroll, attendance, and injury follow-ups efficiently.
• Facilitated hiring and onboarding processes to ensure seamless integration of new employees.
• Conducted reviews of employee attendance and assisted with occupational hearings.
• Guided adherence to Family Leave guidelines for compliant workforce management.
• Provided uniform assistance to maintain departmental standards.
• Advised management on Union Guidelines related to CWA, IAM, and TWU groups.

• Oversaw flight attendants and Duty Managers, executed safety audits on flights, and performed inflight observations to enhance First Class service quality.

• Ensured environmental compliance through effective storage tank management and recycling initiatives.
• Collaborated with OSHA, NYDEP/DEC, and FAA on spill response protocols.
• Managed waste disposal processes to ensure proper manifesting of hazardous materials.
• Oversaw spill management activities to mitigate environmental risks.
• Monitored weekly Satellite Storage Areas for hazardous waste compliance.

• Conducted safety audits to ensure compliance with aviation regulations.
• Developed training programs on safety protocols and emergency procedures for staff.
• Collaborated with teams to identify and mitigate potential hazards in operational processes.
• Hosted Safety Fair in partnership with airline and vendors to promote safety awareness.
• Maintained safety portals to provide up-to-date information and resources.

• Managed daily operations, reduced delays, and enhanced dependability through collaboration with IOC, AC Maintenance, FAA and all other departments.

• Elevated VIP services for high-profile clients, including celebrities and government officials.

Collaborated with staff to refine food and drink menu, exceeding sales goals.

Coordinated maintenance of VIP Lounge with facilities team to ensure optimal standards.

Promoted professional attire initiatives to enhance client interactions.

• Supervised agents and customer service team to enhance operational efficiency.
• Resolved passenger issues, ensuring prompt and effective solutions.
• Coordinated interdepartmental communication to address customer concerns.
• Collaborated with airline vendors to guarantee safe, on-time flight departures.
• Recognized outstanding employee performance in delivering exceptional customer service.

• Managed ticketing, check-ins, and customer service processes efficiently.
• Assisted customers with flight reservations and itinerary modifications.
• Resolved passenger inquiries and complaints through effective communication techniques.
• Educated customers on loyalty programs and associated benefits.