Lisa Braithwaite

• Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
• Enhanced customer satisfaction with timely and accurate claims resolutions.
• Collaborated with stations and leadership to resolve customer complaints promptly, ensuring high levels of customer satisfaction.
• Developed and implemented the Standard Operating Procedure (SOP) for the Electronic Funds Transfer (EFT) process in Baggage Claims.
• Trained all managers on the new EFT process, enhancing team efficiency.
• Acted as a Subject Matter Expert (SME) for Baggage Claims, assisting peers in resolving challenging claims.
• Led the "Pending Cases" Baggage Application Project, creating a Proof of Concept for better case management.
• Performed quality assurance audits in collaboration with DXR partners to ensure adherence to claims procedures.
• Recognized as an Outstanding Performer in 2022 and 2023 for exceptional contributions to the company.
• Nominated for the prestigious "United One Hundred" award for a 3rd time.

Trained and supported baggage service personnel through station visits, developed key relationships, and worked with station management to enhance baggage handling performance.

Key Contributions:

• Conducted station visits to assess and improve baggage movement processes and strategies, resulting in enhanced operational efficiency.
• Developed and analyzed baggage performance metrics, producing comprehensive reports for system, region, and station levels.
• Led continuous improvement initiatives, identifying, and implementing new processes to improve baggage recovery and minimize mishandling.
• Developed and implemented baggage performance policies and procedures to ensure station compliance.
• Achieved a 10-20% reduction in baggage mishandling and damages, contributing to overall operational improvement.
• Nominated twice for the prestigious "United One Hundred" award for outstanding performance.
• Recognized as Employee of the Month for December 2015 for exceptional service.

Managed and processed delayed baggage files, ensuring accuracy and compliance with company guidelines. Provided daily reports to upper management for performance tracking and decision-making.