LOURAINE A. KEENE

• Vendor Collaboration: Worked closely with vendors such as Hallmark Aviation Services and dnata to ensure Air New Zealand operations aligned with safety regulations, operational standards, and service level agreements (SLAs).
• Audit & Compliance: Coordinated and participated in regular audits and inspections of vendor activities to verify compliance with safety protocols, regulatory requirements, and company policies. Maintained detailed documentation for internal and regulatory reviews.
• Front-of-House Operations: Supported passenger-facing functions, including check-in, boarding, and customer service, ensuring smooth and efficient processes.
• Back-of-House Oversight: Collaborated with ramp service providers on baggage handling and aircraft turnaround, ensuring timely and safe ground operations.
• Financial Oversight: Verified vendor-provided invoices in PeopleSoft, ensuring accuracy and alignment with operational budgets.
• Stakeholder Coordination: Partnered with airport authorities, vendors, and Air New Zealand leadership to address safety concerns and operational challenges, implementing solutions to improve performance.
• Process Improvement: Contributed to performance improvements by identifying opportunities for workflow optimization and fostering effective teamwork.
• Ramp Safety & Equipment Audits: Conducted regular ramp equipment audits and ensured proper placement of safety equipment, such as chocks and cones, to uphold high safety standards.
• Emergency Management: Acted swiftly in emergency situations, following established protocols to mitigate risks and ensure operational continuity.

• Operate independent fitness business LuVO2 Fitness, teaching online fitness classes.
• Facilitate group classes in formats such as Cardio Kickboxing, Zumba, and Strength Conditioning.
• Develop personalized fitness programs, ensuring safety and effectiveness for diverse clients.
• Foster customer satisfaction, growing vast client base through referrals.
• Demonstrated proper technique for exercises to avoid injuries.
• Organized fun and engaging gym challenges to foster camaraderie among members and promote healthy competition.
• Increased overall gym revenue through effective upselling of personal training packages and nutritional supplements.

• Conducted venipuncture and maintained strict infection control protocols.
• Supported physicians during exams and procedures, including EKGs and injections.
• Ensured HIPAA compliance and accurate documentation of patient assessments.
• Triage patients and perform physical examinations.
• Comforted anxious patients before procedures and listened to concerns, offering support, and compassion.
• Collaborated with other healthcare professionals such as nurses and pharmacists to coordinate optimal care plans for patients.
• Demonstrated expertise in performing EKGs, phlebotomy procedures, injections administration ensuring accuracy in each procedure performed.
• Streamlined administrative processes by scheduling appointments, managing patient intake, and organizing medical documentation.

Boston Logan Airport (BOS), Miami International Airport (MIA), JFK International Airport (JFK) | 06/1990 – 06/2010

• Oversaw the airline’s largest U.S. operations, managing teams of 300+ colleagues across multiple locations.
• Directed flight operations, including scheduling, crew planning, and gate assignments to ensure operational efficiency.
• Coordinated with air traffic controllers for daily gate and runway assignments, ensuring smooth aircraft movement.
• Maintained compliance with U.S. Customs and Immigration processes for inbound and outbound passengers.
• Managed aircraft loading, weight, and balance for strict adherence to safety regulations.
• Supervised multi-airline operations, including ANA, Cathay Pacific, and Qantas, ensuring service excellence.
• Delivered exceptional customer service experiences through efficient management of passenger check-in, baggage tracing, and VIP reservations.