Leslie Freeman-Wright
Fort Knox,KY
Summary
Experienced and detail focused airfield operations professional. Posse a solid and consistent background coordinating commercial aircraft safety, customer service and employee professional development. Effective in high-pressure situations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Operations Agent
Southwest Airlines
05.2022 - Current
- Primary liaison between crew, dispatch, and leadership team of passenger airlines
- Upheld strict TSA and FAA safety and security standards to protect passengers and aircraft
- Maintain flight plans and monitor delays in tracking system database
- Provide operations briefings which provides employees with agency information regarding available resources and eligibility requirements for company benefits
- Facilitate flight preplan, departures, and monitor precise loading and distribution of freight and luggage per exact requirements of varied aircraft
- Conduct evaluations and utilize customer feedback to improve overall customer service
- Collaborate with other departments to uphold performance measures
- Work closely with Customer Service, Suppliers, Airlines operation staffs, Airport operation staff and other support teams to achieve customer’s satisfaction
- Assist customers with quoting fares and schedules, domestic reservations, issue boarding passes and airline tickets; handled reservation changes and ticket reissues
- Provide feedback and trend analysis on operational performance, research delays with area supervisor for root cause analysis and resolve disputes; Identify changes required to prevent future delays
- Successfully navigate multiple airline computer systems to fulfill partner agreements
- Monitors all inbound connections and communicate any unexpected operations with local command center
- Able to perform efficiently under high stress, strict deadline environment.
- Oversaw fueling, cargo management and departure of aircraft at busy Louisville International Muhammad Ali facility with 22 daily departures and arrivals.
- Improved operational efficiency by streamlining processes and implementing new strategies.
- Reduced waste and saved resources through effective inventory management and process optimization.
- Enhanced customer satisfaction with timely resolution of issues, clear communication, and follow-up on concerns.
- Collaborated with cross-functional teams to drive continuous improvement initiatives, resulting in increased productivity.
- Implemented cost-saving measures by analyzing expenses, negotiating vendor contracts, and identifying inefficiencies in daily operations.
- Managed team of employees effectively, providing regular feedback and coaching to encourage professional growth and high-performance levels.
- Maintained compliance with industry regulations by conducting regular audits and implementing corrective actions when necessary.
- Fostered culture of continuous improvement within team by actively soliciting feedback on processes and performance metrics to identify areas for potential enhancement.
- Conducted departure and arrival briefings.
- Coordinated with other agencies to maintain safe and secure airfield environment.
Express Technician
911 Express Tech
01.2004 - 12.2021
- Assisted with startup of new business, including training business owner on setting up accounts and promotions as authorized T-Mobile Servicer
- Created management strategies
- Supervised expenses, payment control, and employee payroll
- Scheduled appointments
Pretrial Case Manager
Kentucky Court of Justice
01.2011 - 01.2021
- Assisted with pretrial services in Hardin County and Case Management for
- Jefferson County District Court
- Maintained caseloads, court docket, and yearly schedules for district judges
- Filed court cases and scheduled hearings
- Monitored cases using differentiated case management principles to ensure efficiency of time and tracking cases from arrest through disposition
- Provided case management support to courts by tracking relevant program information
- Coordinated and attended weekly staffing, and documenting case updates
- Connect individuals with attorneys
- Facilitated Zoom-based court hearings
- Updated and maintain records, including warrants and restrictions
- Initiated release and bail/bonding in accordance with 17 district judge orders.
Red Coat Agent
Delta Airlines, Louisville International Airport
06.2000 - 08.2020
- Advanced lead facilitator and trainer for regional, international, and Federal- based courses while maintaining supervision of team of 40+
- Provided follow-on counseling and assistance in developing yearly performance goals for employees
- Created and established new passenger processes - resulting in 25% reduction in discrepancies
- Managed and negotiated customer requests and claims
- Conducted evaluations and utilized customer feedback to improve overall customer service
- Generated reports for data analysis and regulatory reporting
- Consistent customer-based focus which led to exceeding company goals and performance indicators
- Established metrics for team and individual performance; communicating goals and strategies to exceed operations and guest standards
- Supplied feedback and ongoing education regarding FAA standards and methodology
- Focused on everyday improvement and maximation of resources.
- Enhanced employee performance by developing comprehensive training programs tailored to individual needs.
- Optimized learning outcomes, designing engaging training materials that catered to various learning styles.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Streamlined ticketing procedures for reduced wait times and increased overall efficiency.
- Collaborated with team members to maintain consistent service levels across all areas of responsibility.
Education
Master of Science - Management
University of Phoenix
Phoenix, AZ01.2024
Bachelor of Science - Criminal Justice
University of Phoenix
Phoenix, AZ12.2009
Skills
- Six Sigma Methodologies
- Process Documentation
- Scheduling Coordination
- Operational Efficiency
Certification
Records Management Management Systems
Microsoft Office Policy Implementation
Operations Management Data Analysis
Case Management Training
Timeline
Operations Agent
Southwest Airlines
05.2022 - Current
Pretrial Case Manager
Kentucky Court of Justice
01.2011 - 01.2021
Express Technician
911 Express Tech
01.2004 - 12.2021
Red Coat Agent
Delta Airlines, Louisville International Airport
06.2000 - 08.2020
Master of Science - Management
University of Phoenix
Bachelor of Science - Criminal Justice
University of Phoenix