Lorraine Kae A. Cruz
Las Vegas
Summary
Dynamic operations leader with extensive experience at Worldwide Flight Services, excelling in crisis management and operational strategy. Proven track record in enhancing service efficiency and compliance while fostering cross-functional collaboration. Skilled in fleet logistics and team leadership, driving continuous improvements in high-pressure environments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Manager On Duty – Operations
Worldwide Flight Services
Las Vegas
01.2023 - Current
- Act as primary operational contact during critical flight schedules, coordinating with TSA, CBP, and airline partners
- Lead strategic operations and fleet logistics for Allegiant Air’s Las Vegas hub
- Prepare and manage weekly and monthly billing reports and invoices for the Allegiant account
- Manage crisis response for security breaches and aircraft damage as Ground Security Coordinator
- Drive continuous improvements in service efficiency, safety, and compliance
- Support Director-level operations decisions and ensure alignment with evolving service strategies
- Collaborate cross-functionally with airport authorities, government agencies, and client representatives
Manager On Duty – Commissary and Operations
Worldwide Flight Services
Las Vegas
07.2017 - 12.2022
- Oversaw the daily fleet support and catering logistics for commercial airline operations
- Created and managed operational staff schedules ensuring coverage for all time-critical roles
- Streamlined team communication to accommodate flight changes, service disruptions, and County mandates
- Supervised training and performance development of cross-functional teams across multiple shifts
Customer Service Supervisor
Worldwide Flight Services
Las Vegas
06.2015 - 06.2017
- Led frontline customer support teams during irregular operations, ensuring service continuity
- Served as escalation point for passenger and airline service disputes
- Standardized procedures to align with corporate and airline expectations
Passenger/Customer Service Lead & Agent
Airport Terminal Services
Las Vegas
02.2013 - 05.2015
- Managed daily workforce planning and ensured adequate gate staffing
- Provided operational oversight during boarding and gate services
- Handled passenger conflict resolution and gate-related challenges
Senior Software Engineer / Analyst Programmer
Accenture Inc.
Manila
04.2006 - 08.2011
- Led cross-functional technical teams delivering enterprise solutions for banking clients
- Created project schedules and managed end-to-end delivery of development lifecycles
- Acted as liaison between development and client teams to ensure alignment of project goals
- Trained junior developers and coordinated release implementations
Area Administration Assistant / Secretary
Security Bank Corporation
Makati City
04.2004 - 04.2006
- Managed area-wide administrative operations for multiple bank branches
- Coordinated updates and compliance procedures between corporate office and branches
- Trained and supported branch personnel in daily operations
Education
Bachelor of Science - Financial Management
De La Salle Lipa
Lipa City, Philippines01.2004
Skills
- Executive communication and stakeholder engagement
- Operational strategy and workforce scheduling
- Mainframe systems: IMS, DB2, SQL, JCL, SDLC
- Microsoft Office Suite, Teams, Access, Skype for Business
- Fleet logistics, customer service, and security compliance
- Cross-functional coordination and vendor management
- Program management and process improvement
- Operational coordination
- Fleet logistics
- Regulatory compliance
- Billing management
- Customer service
- Team leadership
- Crisis management
- Cross-functional collaboration
- Analytical thinking
- Attention to detail
- Data analysis
- Strategic planning
- Conflict resolution
- Staff training and development
Certification
- Ground Security Coordinator
- Certified Application Developer – Accenture & MIT Professional Education (2008)
Timeline
Manager On Duty – Operations
Worldwide Flight Services
01.2023 - Current
Manager On Duty – Commissary and Operations
Worldwide Flight Services
07.2017 - 12.2022
Customer Service Supervisor
Worldwide Flight Services
06.2015 - 06.2017
Passenger/Customer Service Lead & Agent
Airport Terminal Services
02.2013 - 05.2015
Senior Software Engineer / Analyst Programmer
Accenture Inc.
04.2006 - 08.2011
Area Administration Assistant / Secretary
Security Bank Corporation
04.2004 - 04.2006
Bachelor of Science - Financial Management
De La Salle Lipa
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