Laura Grochala
Lincoln,Ca
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
24
24
years of professional experience
Work History
Assistant Manager of Ramp
Southwest Airlines
10.2023 - Current
- Developed strong working relationships with staff, fostering a positive work environment.
- Increased workplace safety by adhering to all safety protocols while operating manual lathes.
- Increased safety awareness through regular safety meetings and strict adherence to protocols.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Ensured compliance with safety regulations and guidelines, minimizing accidents and injuries on the job.
- Upheld strict quality control standards during maintenance activities to minimize defects and ensure optimal performance of aerospace ground equipment at all times.
- Collaborated with engineers to troubleshoot complex technical issues and develop innovative solutions that increased equipment longevity.
- Enforced policies and procedures by coaching and applying disciplinary procedures.
Above the Wing Supervisor
Southwest Airlines Corporation
01.2019 - Current
- As an Above the Wing Supervisor I take multiple demands
- I demonstrate a high level of administrative competence while completing flight paperwork audits, Customer Service and Operations daily activity audits and strategically planning staffing for the operation
- I strive to be a highly regarded, sincere and trusted mentor to my Cohearts as well as Agent
- I strive to be highly effective in conflict resolution with both internal and external Customers
- Managing two work groups under two separate barging agreements call for great demand of staying current on work rule changes
- Safety in the work place is a clear direction that is always top priority
- I participated in the QC/QA program which grew my skillset and knowledge for a Safety Culture
- Recently I have taken on additional tasks as a Group travel liaison and an OnBoarding Supervisor.
Assistant Manager Od Customer Service
Southwest Airlines
06.2021 - 10.2023
- Promoted a positive and inclusive working culture that emphasized collaboration, teamwork, and mutual respect among all employees.
- Oversaw scheduling and shift assignments, optimizing staff coverage during peak times for optimal customer support.
- Contributed to revenue growth by identifying opportunities for process improvements that increased productivity while maintaining high standards of service quality.
- Led recruitment and onboarding efforts for new team members, ensuring they were well-prepared to contribute immediately upon joining the organization.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Analyzed data on customer interactions to identify trends and patterns that informed process changes aimed at improving outcomes for clients.
- Managed budgets effectively by monitoring expenses closely and finding ways to cut costs without sacrificing service quality or employee morale.
- Managed team of customer service representatives, ensuring consistent high-quality service delivery.
Flight Attendant
Southwest Airlines Corporation
01.2017 - 01.2019
- During my time as a Flight Attendant safety was my main objective
- This position allowed me personal growth through communication with new CoHearts and allowed critical Leadership skills to flourish
- I was required to make decisions with confidence in my training
- This position also required a high level of Customer Service while representing Southwest Airliners in a professional and positive light.
Customer Service Supervisor
Southwest Airlines Corporation
01.2010 - 01.2013
- During this time I provided frontline support to both internal and external Customers
- Administration duties during this time included building Customer Service bids for the most effective way to meet the AOP, Baggage Service duties, Station ordering and Station Sales
- I was very active in the Culture Comity taking on actives like planning Christmas parties and summer picnics
- I was able to participate in LSS to build my leadership skills and confidence.
Station Administrator
Southwest Airlines Corporation
01.2007 - 01.2010
- While holding this position I was tasked with maintaining and updating Employee file as well as managing the Station finances including accounts payable and sales reports for POS and cargo
- I implemented effective measures to manage attendance and leaves including researching discrepancies, FMLA, OJI and medical leaves
- Record keeping and general office including organizing and controlling all accountable documents and employee paperwork
- My other daily duties included Station Sales, Payroll processing for Managers, effective record keeping and the organization of special events.
Customer Service Agent
Southwest Airlines Corporation
01.2001 - 01.2007
- This position required a high level of Customer Service, the ability to make quick and confident formal judgements and resolve conflict with Customers quickly and effectively
- Highly skilled with ticketing, reservations as well as Baggage Service and policy and procedures.
Education
LSS, ESP, GSC, CRO, CPR, Above the Wing, Inflight -
Southwest Airlines University for People
Dallas, TXCertificate program -
International Air Academy
Vancouver, WAEMT Certificate program, Fire 1 Certificate program, Associates -
Crafton Hills College
Yucaipa, CABeaumont High School
Beaumont, CASkills
- Product and service knowledge
- Staff Training and Development
- Task Delegation
- Staff Management
- Workload Management
- Compliance understanding
- Strategic Planning
- Staff Development
- Policy Enforcement
Timeline
Assistant Manager of Ramp
Southwest Airlines
10.2023 - Current
Assistant Manager Od Customer Service
Southwest Airlines
06.2021 - 10.2023
Above the Wing Supervisor
Southwest Airlines Corporation
01.2019 - Current
Flight Attendant
Southwest Airlines Corporation
01.2017 - 01.2019
Customer Service Supervisor
Southwest Airlines Corporation
01.2010 - 01.2013
Station Administrator
Southwest Airlines Corporation
01.2007 - 01.2010
Customer Service Agent
Southwest Airlines Corporation
01.2001 - 01.2007
LSS, ESP, GSC, CRO, CPR, Above the Wing, Inflight -
Southwest Airlines University for People
Certificate program -
International Air Academy
EMT Certificate program, Fire 1 Certificate program, Associates -
Crafton Hills College
Beaumont High School