Lynda Johnson
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
19
19
years of professional experience
Work History
General Manager
Dallas Love Field
01.2005 - 01.2007
- Managed team of leaders responsible for day-to-day operation of station
- Collaborated with
- Airport Executives, local leaders and area businesses
- Provided world class service for customers
- Successful start-up of Dallas Love Field operation, which offered first-class service to
- New York, Los Angeles and Austin
- Received highest rating on J.J
- Kelleher Audit (handling/acceptance of dangerous goods)
Manager Lost Time
American Airlines
01.2005 - 01.2007
- Managed Lost Time team, responsible for quality and timely attendance discussions for labor employees
- Responsible for identifying lost time patterns and taking appropriate corrective action
- Ensures employees move successfully through injury on duty process in order to facilitate timely return to work
- Reduced lost time, year over year, by 15 percent
- Reduced work-related injuries, year over year, by 10 percent
- Accomplished 90 percent of lost time attendance discussions within three days of employee's return to work
International Facilitation Manager, Interim Terminal Manager
Dallas Ft. Worth International Airport
09.2021 - 01.2024
- Engages daily with stakeholders and air carrier partners to provide best in class customer and terminal experience
- Engages with custodial partners to ensure service expectations are met or exceeded
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
Supervisor
Dallas Ft. Worth International Airport
05.2018 - 09.2021
- Supervises the activities of airport customer experience specialists (ACES)
- Serves as a liaison betweenthe Customer Experience team and contractors, tenants and other board departments
- Spends 90%of each day in the terminal
- Conducts daily inspections of all terminal areas and takes appropriate action when standards are not met
- Addresses and resolves customer complaints and concerns, assistscustomers with special needs
- Interview and selection of new employees, along with other job duties.
Airport Customer Experience Specialist
Dallas Ft. Worth International Airport
01.2017 - 01.2018
- Consistently deliver excellent customer service to create customer loyalty, strive for excellence in all areas of our business and to maintain DFW's stellar reputation in the Aviation industry
- Support key results through business performance, employee engagement, operational excellence, community engagement, and foundational key results of Safety and Security
Manager
AMERICAN AIRLINES
01.2014 - 01.2015
- Develop and enhance business relationship with key business partners
- Ensure dependability, baggage performance and cabin appearance goals were met or exceeded
- Successfully implemented re-banking of DFW Airport Hub for Business Partners, including hiring and training of 400 contract personnel within a three-month timeframe
- Managed multi-million-dollar budget for business partners
- Successfully launched on-line lost and found program with business partners, which expedited the return of found items to our customers
- Reduced customer disability complaints by 15 percent, year over year, with increased focus and awareness
- Reviewed daily service requests for customers to determine special needs
Manager
American Airlines
01.2009 - 01.2014
- Led a focused team of managers responsible for the day-to-day operation of the airline's largest hub with oversight of up to 2500 ramp workers, and over 500 daily departures
- Partnered with safety manager to ensure regulatory compliance
- Worked closely with Union Leadership, Human Resources, Technical Operations, Aircraft Maintenance, Facilities, Flight and Flight Service
- Developed training for new Customer Service managers
- Conducted investigations, safety and employee related
- Responded to all FAA and TSA communications
Manager
Cabin Service, Worth International Airport
01.2007 - 01.2009
- Directly responsible for employees who performed cabin appearance cleaning, exterior lavatory servicing,and service requests from flight crews at DFW Hub, with over 500 daily flights
- Managed budget of $10M annually
- Responsible for budgeted headcount, staffing and expenses
- Accomplished safety and work-related injury goals
- Accomplished all federally mandated and company required training
Education
Masters - Business Administration
Jackson State University
Jackson, MSBachelor of Science - Business Administration
Jackson State University
Jackson, MSAffiliations
- Delta Sigma Theta Sorority, Inc.
Timeline
International Facilitation Manager, Interim Terminal Manager
Dallas Ft. Worth International Airport
09.2021 - 01.2024
Supervisor
Dallas Ft. Worth International Airport
05.2018 - 09.2021
Airport Customer Experience Specialist
Dallas Ft. Worth International Airport
01.2017 - 01.2018
Manager
AMERICAN AIRLINES
01.2014 - 01.2015
Manager
American Airlines
01.2009 - 01.2014
Manager
Cabin Service, Worth International Airport
01.2007 - 01.2009
General Manager
Dallas Love Field
01.2005 - 01.2007
Manager Lost Time
American Airlines
01.2005 - 01.2007
Masters - Business Administration
Jackson State University
Bachelor of Science - Business Administration
Jackson State University