Marcia Watkins
Reston,United States
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
18
18
years of professional experience
Work History
Cabin Supervisor
ABM Aviation
Dulles, VA
12.2022 - Current
- Oversee and supervise over 70 cabin agents.
- Oversee safety compliance initiatives to foster a secure work environment and improve overall team productivity.
- Performed safety audits to identify risks and implement measures for incident rate reduction.
- Implement training sessions, enhancing team skills and compliance.
- Fostered a supportive team environment, promoting open communication and enhancing overall team morale.
- Supervised cabin crew operations, ensuring adherence to safety protocols and service standards.
- Coordinated cabin readiness for flights, optimizing turnaround times and passenger experience.
- Implemented process improvements, resulting in more efficient cabin operations during peak hours.
- Managed inflight service delivery, addressing passenger needs and resolving issues promptly.
- Developed schedules for cabin crew assignments, balancing operational demands with staff availability.
- Conducted performance evaluations for cabin crew, providing constructive feedback to foster professional growth.
- Assisted passengers with special needs or requests, demonstrating empathy and understanding while adhering to airline guidelines.
- Managed inventory of onboard supplies effectively, reducing waste and minimizing costs.
- Established strong teamwork among crew members through effective communication and collaboration.
- Mentored new cabin crew hires, providing guidance on company policies and procedures as well as hands-on training.
- Maintained and completed administrative records and attendance documents to meet company requirements.
- Reported damages, maintenance problems, safety issues, and potential hazards to management.
- Served as a liaison between cabin crewmembers and upper management, maintaining open lines of communication regarding issues affecting flight operations.
- Ensured compliance with airline policies and federal aviation regulations, maintaining a safe environment for all passengers and crew members.
Manager
Georgetown Cupcake Headquarters
Sterling, VA
01.2016 - 10.2022
- Managed 25 shipping associates, boosting efficiency and productivity.
- Coordinated corporate orders, enhancing client retention.
- Optimized logistics for timely deliveries, improving service quality.
- Developed staff skills, aligning with company goals for efficiency.
- Enhanced inventory management, reducing stock discrepancies.
- Streamlined logistics processes to ensure timely deliveries, significantly enhancing service quality and customer satisfaction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Oversaw daily operations, ensuring high-quality standards across all bakery products.
Help Desk Technician II
Value Options
Reston, VA
01.2008 - 12.2016
- Resolved 90 calls daily with 95% first-call success, elevating user satisfaction.
- Managed TechHelp Connect, facilitating seamless onboarding and efficient issue tracking.
- Diagnosed and directed technical solutions, minimizing system downtime.
- Provided software support nationwide, boosting operational efficiency.
- Analyzed and addressed recurring issues, cutting resolution time.
- Partnered with cross-functional teams to optimize TechHelp Connect, leading to a more efficient onboarding process and improved issue tracking.
- Maintained detailed records of technical support interactions, ensuring accurate reporting and identification of trends for continuous service improvement.
- Provided technical support for hardware and software issues, ensuring timely resolution for end-users.
- Diagnosed and troubleshot network connectivity problems, enhancing system performance and user satisfaction.
Education
Diploma - General Education Diploma
Woodson High School
Fairfax, VASkills
- Organization (Expert)
- Customer Service (Expert)
- Critical Thinking (Expert)
- Technical Support (Experienced)
- Administrative (Experienced)
- Leadership (Expert)
- Help Desk (Experienced)
- Windows Server (Expert)
Languages
English (Native)
Timeline
Cabin Supervisor
ABM Aviation
12.2022 - Current
Manager
Georgetown Cupcake Headquarters
01.2016 - 10.2022
Help Desk Technician II
Value Options
01.2008 - 12.2016
Diploma - General Education Diploma
Woodson High School