Summary
Overview
Work History
Education
Skills
Timeline
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Liliana G. Hernandez

Fords,NJ

Summary

Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.

Overview

13
13
years of professional experience
5
5
years of post-secondary education

Work History

Inflight Supervisor

United Airlines
08.2023 - Current
  • Drove NPS improvement by inspiring flight attendants to deliver exceptional onboard experiences.
  • Provided immediate support at the Concierge Desk, resolving inflight issues effectively.
  • Ensured compliance with safety and FAA regulations, maintaining high operational standards.
  • Fostered a positive, team-oriented environment, strengthening collaboration across departments.
  • Participate in planeside briefings and engage with flight attendants to ensure they have the tools and resources to perform their jobs effectively

Coordinator

United Airlines
08.2022 - Current
  • Assist employees to receive their Port SIDA badges in timely way
  • Maintain and update Badging Audit Database
  • Research/resolve discrepancies and issues
  • Interacts with other management team members, departments and external clients and provides strong support for problem resolution and ensures understanding of customer needs.
  • Assist in special projects as deemed necessary.
  • Entered data, generated reports, and produced tracking documents.
  • Gathered and organized materials to support operations.
  • Handled incoming and outgoing shipping and receiving activities.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.

Manager-Customer Service

Gate Gourmet
10.2021 - 09.2022
  • Agrees on performance expectations with commercial team and works with GM/Unit staff to deliver against these expectations
  • Approves (w/GM consent) specialty orders, uplifts, and responsible for invoice accuracy and timelines
  • Works closely with production team in order to maintain continuous knowledge of current specifications and customer expectations through routine audits
  • Ensures that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities documented on invoice.
  • Communicates customer goals and represents customer interests to local GGI team.
  • Provides coordination between customer and GGI on special events.
  • Daily reconciliation of delays and communications need activities as required.
  • Provides regular two-way communication between client and local GGI, to provide strong team representation and set proper client expectations
  • Assists internal department on quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCP's, VSIE process, safety)
  • Performed consultant reviews and provided customer feedback on performance.
  • Performs continuous audits to ensure standard, consistent and quality master data in catering systems
  • Compare current performance to previous days and weeks for any changes.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

International Coordinator Supervisor

United Airlines
09.2019 - 09.2021
  • Ensure facility meets regulatory standards for audits by government agency’s (Military locals FDA and Port Authority)
  • Responsible for ensuring departmental goals, policy and procedures are met.
  • Conduct Active Supervision Tours to ensure operation is stable.
  • Assist Coordinators and resolve issues in the moment as necessary.
  • Inspire employees to deliver high-quality onboard experience to flight attendant and customers.
  • Conduct investigations regarding performance, complains or other work-related issues.
  • Communicate with inflight on regular basis to inform them of any important changes.
  • Research and analyze comments for root cause to work with all departments on implementing corrective actions
  • Facility contact person for all charter operation
  • Lead cross-functional teams on projects to improve quality based on identified trends
  • Developed standard operating procedures for team to follow and maintained records of activities.
  • Assigned tasks to team members to complete within designated time frames.
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
  • Scheduled shifts and shift changes to accommodate work and customer needs.
  • Determined staffing needs, developing schedules to staff all shifts.

Supply Chain Supervisor

United Airlines
02.2019 - 09.2019
  • Manage all aspects of warehousing, from management of internal customers, Shipping/Receiving, food/material flow, and daily staffing.
  • Supervise employees shifts and run day to day and overall operations, including but not limited to: Productivity, overall performance, scheduling, attendance, payroll, food safety compliance, regulatory compliance, departmental safety, daily briefings and departmental quality.
  • Key stakeholder in strategic planning initiatives and new decant process, reducing production callbacks.
  • Coordinate all Month-End Inventory activities, investigate inventory variances and work with finance team to necessary corrections or note possible causes.
  • Implemented process to minimize excess usage/waste and track and trend waste ending in reduction of warehouse.
  • Completely redesigned requisitions and decant workstations to increase efficiency and productivity while maintaining ergonomically safe work environment using KMS.
  • Strategized and successfully operated and maintained all aspects of warehouse operations during major renovation with no service outages, therefore decreasing operational impact to food production.
  • Streamlined decant processing, improved output and reduced requisitions from 5 to 3.
  • Daily analysis of “Quality First” comments relating to warehouse products or procedures to correct any issues in real-time
  • Conduct Active Supervision Tours (AST) to ensure operation are functioning according to standard operating procedures while addressing any variances identified, to communicate and improve action plan to ensure departmental goals and objectives are met.
  • Participated with kitchen and corporate resources to lead implementation of lean processes and objectives in production.
  • Assist other kitchens in implementation and upgrade to KMS/KMS Mobile requisition system.
  • Compiled and analyzed data, and presented updates on sales and supply chain requirements.
  • Developed and maintained policies to optimize logistics procedures and enhance operational efficiency.
  • Oversaw demand planning, purchasing, and logistics.

Warehouse Coordinator- Seasonal Supervisor

United Airlines
11.2016 - 02.2019
  • Coordinate all Month-End Inventory activities, analyze inventory results and make necessary corrections.
  • Investigate inventory variances TFC and work with finance team to make necessary corrections or note possible causes.
  • Work with warehouse team to find causes for product shortages or overages during the month.
  • Assist with receiving and warehouse duties when needed.
  • Input monthly Liquor and Equipment inventory confirmations into “Quality First” system.
  • Analyze “Quality First” comments relating to warehouse product or procedures to answer and correct any issues.
  • Attended HQS KMS improvement workshop in Chicago in January 2016
  • Completed all required training to date.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Solicited customer feedback to identify and improve on areas of weakness.

Finalist

United Airlines
11.2015 - 11.2016
  • Check 15 to 20 Domestic and PS flights daily for proper provisioning of meals, dairy and snack products.
  • Check flights to ensure they meet proper spec compliance.
  • Worked closely with HQS CI Team on Finalist improvement project.
  • Assisted with Finalist Lead responsibilities when required.
  • Bid Vacation Relief position which gave me opportunity to work all shifts to have complete knowledge of all flights.
  • Completed all required training in timely manner.

Food Production Coordinator

United Airlines
12.2014 - 11.2015
  • Bid Vacation Relief position which gave me the opportunity to work all shifts and areas to have a complete and in-depth knowledge of all flights such as but not limited to Asian, India, TLV, European, Latin, Domestic as well as all prep and F4S product.
  • Completed all required training in timely manner.
  • Organized and detail-oriented with a strong work ethic.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Dental Assistant Supervisor

Florence Dentistry
11.2011 - 03.2014
  • Prepared all patients for dental exams and procedures by providing a clean, sterile dental office and instruments
  • Sterilized equipment, processed radiographs, made placement of rubber dam, assisted the dentist during dental procedures
  • Made patients feel comfortable and at ease
  • Bleach tray fabrication, pour and trim study model
  • Scheduled patients and staff
  • Managed supply and equipment orders
  • Quickly resolved customers questions or issues with compassionate and empathetic approach
  • Handle customer inquiries, complaints, billing questions and service request
  • Supported Supervisor by preparing production reports and collating quality documentation.
  • Worked with management team to implement proper division of responsibilities.
  • Coordinated with day shift supervisor to balance staffing as workloads changed.

Education

as a Secondary Language (ESL) -

Algonquin College
01.2007 - 12.2009

College Diploma -

Rutgers University, Everest College
10.2010 - 09.2012

Project Management Professional

Rutgers, The State University of New Jersey
05.2022 - 08.2022

Skills

SKILLS/KNOWLEDGE

Highly effective supervisory skills and techniques

Strong leadership skills

Excellent written and verbal communication skills

Experience working with a diverse workforce

8 years’ experience in high volume inflight catering operation and customer service

Strong organization and planning skills

Detail oriented “multi-tasker” Able to balance competing priorities and tight deadlines Strong attention to detail

Project Management

Advanced software program experience

KMS, Airvision, Outlook, MS Office, ETA, Air Vision, Quality First, Tp06, Shares Experience with FSMA, HACCP, ServSafe, OSHA

Accounts reconciliation

Document management

Scheduling and calendar management

Timeline

Inflight Supervisor

United Airlines
08.2023 - Current

Coordinator

United Airlines
08.2022 - Current

Project Management Professional

Rutgers, The State University of New Jersey
05.2022 - 08.2022

Manager-Customer Service

Gate Gourmet
10.2021 - 09.2022

International Coordinator Supervisor

United Airlines
09.2019 - 09.2021

Supply Chain Supervisor

United Airlines
02.2019 - 09.2019

Warehouse Coordinator- Seasonal Supervisor

United Airlines
11.2016 - 02.2019

Finalist

United Airlines
11.2015 - 11.2016

Food Production Coordinator

United Airlines
12.2014 - 11.2015

Dental Assistant Supervisor

Florence Dentistry
11.2011 - 03.2014

College Diploma -

Rutgers University, Everest College
10.2010 - 09.2012

as a Secondary Language (ESL) -

Algonquin College
01.2007 - 12.2009

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Liliana G. Hernandez