Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Martha Knudsen

Denver,CO

Summary

Dynamic and result driven Operational and Customer experience manager with over 22 years of leadership in the travel, aviation, and hospitality industries. Adept at managing large teams, optimizing financial operations, and driving customer satisfaction through strategic planning. Proven ability to streamline processes, reduce operational costs, and enhance customer experience though data driven decision making.

Overview

12
12
years of professional experience

Work History

Operational Supervisor

United Airlines
11.2018 - 02.2023
  • Managed financial operations, reducing operational cost by 18% while maintaining service quality.
  • Lead a team of 1,200 plus employees, improving productivity by 25% and reducing turnover by 20%
  • Enhanced customer satisfaction scores to 95% by implementing proactive service recovery strategies.
  • Conducted compliance audits to enforce federal regulations.


General Manager

United Airlines
03.2022 - 11.2022
  • Directed financial and operational functions, achieving 1 100% compliance rate with regulatory policies.
  • Established strategic vendor partnerships, reducing expenses by 12%
  • Managed financial reporting, budgeting forecasting and future spending.
  • processed invoices, bank deposits, and account reconciliations, ensuring compliance with financial policies.


Operational Manager (Below the Wing)

United Airlines
01.2016 - 11.2018
  • Lead a 10M annual budget, cut operational cost by 10%, and optimized operational efficiency
  • Managed 800 plus employees, improving labor efficiency by 20% and reducing payroll expenses.
  • Led employee training and development programs, financially budget the training program for the department

Operations Manager (Above the Wing)

United Airlines
07.2013 - 01.2016
  • Increased customer satisfaction by 20% through all driven services.
  • Addressed 95% of customer complaints within 24 hours, ensuring they received and a response regarding bag regulations.
  • Managed payroll and all financial transactions for the entire station

International Regional HR Manager

United Airlines
09.2010 - 07.2013
  • Oversaw HR and Operational scores over 10 international locations, ensuring all labor relations were in compliance.
  • Achieved 100% compliance with Labor regulations, reducing legal risks and financial losses.
  • Led employee training and development programs, fostering a high performance workforce.


Education

Associate of Applied Science -

San Jose City College
San Jose, CA

Skills

  • Process Improvement
  • Customer Service
  • Vendor Contract
  • Financial Management
  • Operational Leadership
  • Budgeting

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Supervised team of 12 staff members.

Languages

Spanish
Native or Bilingual

Timeline

General Manager

United Airlines
03.2022 - 11.2022

Operational Supervisor

United Airlines
11.2018 - 02.2023

Operational Manager (Below the Wing)

United Airlines
01.2016 - 11.2018

Operations Manager (Above the Wing)

United Airlines
07.2013 - 01.2016

International Regional HR Manager

United Airlines
09.2010 - 07.2013

Associate of Applied Science -

San Jose City College

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Martha Knudsen