Laurie Spaziani
Hilton Head Island,SC
Summary
Optimistic and ambitious proven leader who enjoys making a difference. professional success has been achieved by fostering an environment of teamwork within employees and peers, while fostering a positive experience for Airline partners/customers. Continually challenging my team to be the best they can be and encourage career growth.
Overview
30
30
years of professional experience
Work History
Station Manager
Unifi Service
03.2021 - Current
- Responsible for operation oversight of customer service, gate, ramp, wheelchair and baggage service operations
- P&L oversight, payroll input and ensuring to meet company metrics for productivity and overtime
- Hiring and training of team and leadership development
- Achieved Delta Air Lines station of the month - 2 times
- TIger Team Member - Support for multiple "at risk" operations during the off season.
Station Manager
Unifi Service
02.2019 - 03.2021
- Led a team of 90+ agents to become a top 10 performing station. Responsible for customer service, ramp and baggage.
- UAX and Unifi audit excellence
- Implemented customer service incentive program which was mirrored and utilized by United Airlines based on my program model.
- Deice Excellence team member - helped develop Unifi deice compliance plan for 21/22 season
Performance Supervisor
Delta Global Services / Unifi Aviaition
03.2017 - 02.2019
- Led a talented team of agents and mentored them to be the best they could be.
- Part of United Airline CORE 4 facilitation team, delivering UA's customer-concentric program via internet webinars and in station instructor led classes throughout the DGS network
- Provided Training and leadership development support to multiple station including CAK, EUG, FAY, FAR, HSV and CHO
Customer Service Agent
Delta Global Services / Now Unifi Aviation
03.2015 - 03.2017
- Supported Spirit Airlines, Delta Air Lines, and United Airlines in the customer service, gate agent and baggage office role
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty amongst customers and peers.
- Assisted large volume of customers every day with positive attitude and focus on customer satisfaction.
Owner/Operator
Spaziani's Catering & Ice Carvings
05.1994 - 12.2014
- Owner/operator of successful off-premise full service catering company
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Responsible for planning and implementation of all phases of events, ranging from dinners for 2 to banquets for 2000
- Professional Ice carver
Education
Bachelor of Arts - Business Administration
Bergen Community College
Paramus, NJSkills
- Ground Security Coordinator
- Complaint Resolution Official - UA and DL
- STC / LEvel one RGOM trainer - UA
- LRA - AW/BW trainer - DL
- Graduate Delta Air Lines License to Lead
Timeline
Station Manager
Unifi Service
03.2021 - Current
Station Manager
Unifi Service
02.2019 - 03.2021
Performance Supervisor
Delta Global Services / Unifi Aviaition
03.2017 - 02.2019
Customer Service Agent
Delta Global Services / Now Unifi Aviation
03.2015 - 03.2017
Owner/Operator
Spaziani's Catering & Ice Carvings
05.1994 - 12.2014
Bachelor of Arts - Business Administration
Bergen Community College
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