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
Delta Air Lines, Hilton Head Island, SC
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
United Airlines & Silver Airways, Huntsville, AL
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
United Airlines , Myrtle Beach , SC
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
Myrtle Beach, SC
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
Lake Hopatcong, NJ
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