Kathryn Meadnis
Phoenix,AZ
Summary
Business Operations Manager with over 20 years of experience in the airline industry, specializing in airport workforce management, customer service, and operational efficiency. Proven ability to lead cross-functional teams in high-pressure environments to deliver exceptional passenger experiences and drive continuous improvement.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
American Airlines
Phoenix, Arizona
12.2024 - Current
- Lead a team of 50+ frontline staff across multiple terminals, ensuring consistent service delivery and compliance with airline and airport standards
- Developed and implemented a dynamic scheduling system that reduced labor costs and improved shift coverage
- Partnered with airline stakeholders to improve gate turnaround times and reduce delays
- Conducted regular performance reviews and coaching sessions, resulting in improved team morale and retention
- Oversaw customer service escalations and implemented feedback loops to improve passenger satisfaction
Customer Service Coordinator
American Airlines
Los Angeles, San Diego, Santa Ana, California
01.2014 - 11.2024
- Coordinated customer service operations across domestic and international flights.
- Oversaw scheduling and staffing for peak travel periods effectively.
- Consulted with customers regarding needs and addressed concerns.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed work schedules according to budgets and workloads, covering priority tasks.
Senior Regional Manager
COVID CLINIC INC
Inland Empire, CA
10.2019 - 02.2022
- Managed budget allocations for various projects to ensure financial compliance.
- Cultivated relationships with key stakeholders to foster collaboration and support initiatives.
- Implemented cost-reduction initiatives to optimize operational efficiency across the region.
- Analyzed financial data and identified potential risks associated with business operations.
- Ensured compliance with all applicable laws, regulations, policies and procedures within assigned region.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Some College (No Degree) - Business Administration And Management
Montana State University
Bozeman, MTSkills
- Airport Operations & Workforce Management
- Passenger Experience Optimization
- Strategic Planning & Process Improvement
- Staff Training & Leadership Development
- Regulatory Compliance (FAA/TSA)
- Cross-Functional Team Collaboration
- Customer Satisfaction & Conflict Resolution
- Project Management & KPI Tracking
Affiliations
- Training & Mentorship
Designed and delivered training programs for new hires or customer service teams; mentored junior staff to support career development. - Process Improvement Projects
Led initiatives to streamline passenger flow, reduce wait times, or improve gate turnaround efficiency.
MILITARY SERVICE
- HR SPECIALIST US ARMY 1998-2007
References
References available upon request.
Timeline
Customer Service Manager
American Airlines
12.2024 - Current
Senior Regional Manager
COVID CLINIC INC
10.2019 - 02.2022
Customer Service Coordinator
American Airlines
01.2014 - 11.2024
Some College (No Degree) - Business Administration And Management
Montana State University