Katrina Scanterbury
Stockbridge,GA
Summary
Experienced Airline Operations Leader with a strong background in ground handling, passenger services, and flight operations. Skilled in leading frontline teams, managing high-pressure airport environments, and delivering safe, efficient, and customer-focused service. Proven track record of improving on-time performance, resolving operational issues, and upholding British Airways’ high standards for safety and service excellence.
Overview
8
8
years of professional experience
Work History
British Airways Operations Manager
Hallmark-Aviation Services / AGI
Atlanta, GA
05.2022 - 05.2025
- Oversaw all operational activities including the coordination and monitoring of all functions to ensure work was performed in a consistent manner with airline policies, procedures, and regulations.
- Lead daily passenger service operations including check-in, boarding, and customer support, ensuring a seamless airport experience for all passengers.
- Acted as the central liaison for flight operations, coordinating with flight crew, ground staff, catering, fueling, and baggage teams to ensure timely and safe departures.
- Conducted pre-flight checks and crew briefings, maintaining strict adherence to aviation safety and compliance standards.
- Managed real-time communication of flight updates to passengers and operations teams, reducing confusion and supporting on-time performance.
- Supervised and trained frontline service staff, promoting a culture of service excellence, accountability, and teamwork.
- Resolved passenger issues and escalations with efficiency and empathy, consistently achieving high satisfaction scores.
- Oversaw irregular operations (IRROPS), implementing quick and effective service recovery strategies during delays, cancellations, and diversions.
- Collaborated with airport authorities, ground handling partners, and internal departments to ensure safety, security, and operational efficiency.
Shift Supervisor
Allied Universal
Brooklyn, New York
06.2020 - 12.2022
- Supported shift supervision of security personnel, ensuring duties were preformed in line with policy.
- Ensured proper execution of assigned duties including patrols, logbook entries, documentation and access control procedures.
- Knowledgeable of and adhered to all rules and regulations, policies, and orders.
- Trained employees, planned, assigned, and directed work; appraised performance; disciplined employees; addressed complaints and resolving problems.
- Managed 6-10 guards on the overnight shift
- Generated daily reports and reported to site manager
- Data entry and reporting
Food Procurement Specialist
Uber Eats
Brooklyn, New York
01.2018 - 05.2022
- Responsible for receiving orders from clients and customers.
- Drove carefully and cautiously at all times.
- Completed on-time deliveries by choosing the best and most efficient routes.
- Provided quality customer service through positive and professional interaction with customers.
- Ensured that customers' food was properly packed and kept at a proper temperature while en route to destination.
Fire Guard/Assistant Supervisor Trainee
Core Services
Brooklyn, New York
06.2018 - 11.2019
- Coordinated and monitored security services to provide a safe and secure environment for residents.
- Ensured the facility was equipped with appropriate fire protection and free from fire-related risks.
- Managed staff members to uphold professional conduct and service standards consistently.
- Monitored the clients’ whereabouts in the facility.
- Conducted security screens of clients.
- Shadowed Residential Aids during wellness checks and bed checks.
- Generated reports that reflected the status of all resources
- Managed and secured hazardous areas and materials
Front Desk Receptionist/Security Guard
Allied Universal
New York, New York
12.2016 - 12.2018
- Oversaw all operational activities including the coordination and monitoring of all functions to ensure work is performed in a consistent manner with airline policies, procedures, and regulations.
- Lead daily passenger service operations including check-in, boarding, and customer support, ensuring a seamless airport experience for thousands of passengers.
- Acted as the central liaison for flight operations, coordinating with flight crew, ground staff, catering, fueling, and baggage teams to ensure timely and safe departures.
- Conducted pre-flight checks and crew briefings, maintaining strict adherence to aviation safety and compliance standards.
- Managed real-time communication of flight updates to passengers and operations teams, reducing confusion and supporting on-time performance.
- Supervised and trained frontline service staff, promoting a culture of service excellence, accountability, and teamwork.
- Resolved passenger issues and escalations with efficiency and empathy, consistently achieving high satisfaction scores.
- Oversaw irregular operations (IRROPS), implementing quick and effective service recovery strategies during delays, cancellations, and diversions.
- Collaborated with airport authorities, ground handling partners, and internal departments to ensure safety, security, and operational efficiency.
Education
A.A. - Criminal Justice
Kingsborough Community College
01.2017
Skills
- Positive attitude
- Multitasking and organization
- Problem-solving
- Ground Operations Management
- Passenger Experience & Service Recovery
- Flight Dispatch & Gate Coordination
- Crisis & IRROPS Management
- Team Leadership & Staff Training
- Regulatory & Safety Compliance
- Cross-Functional Communication
- Airline Systems (eg, Amadeus, ALTEA, FLY)
Timeline
British Airways Operations Manager
Hallmark-Aviation Services / AGI
05.2022 - 05.2025
Shift Supervisor
Allied Universal
06.2020 - 12.2022
Fire Guard/Assistant Supervisor Trainee
Core Services
06.2018 - 11.2019
Food Procurement Specialist
Uber Eats
01.2018 - 05.2022
Front Desk Receptionist/Security Guard
Allied Universal
12.2016 - 12.2018
A.A. - Criminal Justice
Kingsborough Community College