McKenzie Hightower
Orlando,FL
Summary
Airline operations professional with progressive experience in crew scheduling and real-time flight operations. Proven ability to manage large scale crew logistics, resolve irregular operations (IROPs), and ensure compliance with FAA duty and rest regulations. Skilled in maintaining operational efficiency in high-pressure environments while coordinating across dispatch, inflight, and operations control teams. Strong background in customer operations, communication, and team leadership.
Overview
13
13
years of professional experience
Work History
Crew Scheduler II
Spirit
Orlando, FL
06.2024 - 05.2026
- Directed real-time crew scheduling operations supporting 600 plus daily flights across multiple routes
- Managed logistics for 100 plus crew members per shift, ensuring readiness and compliance
- Resolved irregular operations (IROPs) including delays, cancellations, and crew misalignments
- Ensured strict adherence to FAA duty and rest regulations and company policies
- Coordinated with dispatch, inflight, and operations control teams to maintain schedule integrity
- Proactively identified and resolved crew legality issues and coverage gaps
- Balanced operational efficiency with crew satisfaction and contractual compliance
Crew Scheduler
Spirit
Orlando, FL
02.2023 - 06.2024
- Supported daily scheduling , tracking, and assignment adjustments
- Monitored crew legality, qualifications, and availability using airline systems
- Communicated real-time schedule updates and resolved conflicts efficiently
Reservations Crew Trainee
JETBLUE
Orlando, FL
10.2022 - 01.2023
- Answer continuous calls and digital messages (i.e., chat, SMS text, email, etc.) regarding general information about airline travel
- Use a computer terminal to navigate and toggle between multiple screens, talk, and type at the same time and navigate menus and screens
- Sell ancillary products
- Resolve general customer service concerns
- Send and receive email correspondences.
Excursion Expert
RANDSTAD
US
06.2022 - 07.2022
- Acquire knowledge of tours and destinations to allow effective and efficient sales of tour products.
- Interact with customers over the telephone in an extremely professional, positive, knowledgeable, and helpful manner to maintain high customer service standards and maximize sales
- Possess ability to upsell on all possible orders
- Utilize company booking system to search for products, respond to inquiries, place orders, and update existing customer information.
- Deliver excellent service in all communications with clients
- Interact with leadership when necessary to provide feedback on customers, products, technology, and processes to improve overall company operations
- Work effectively in a team-oriented setting, encouraging constructive feedback and cooperating with team members and other departments
Rehabilitation Specialist II
SERVICE SOURCE
Winter Garden, FL
08.2021 - 06.2022
- Perform typing, filing, record keeping, copying and other clerical assignments as assigned, including answering phones.
- Support Accounts Payable; complete and submit forms for payments, complete all travel requests and travel reimbursement in a timely and accurate manner, complete timesheets in a timely and accurate manner. Submit expenses within the month that they incurred.
- Manage the Client Service Authorization Process including preparing, initiating, reconciling, and paying DVR invoices for payment. Generate RIMS reports, either, for example, Outstanding Authorization Report, Annual Review Report, or other performance reports as requested by the Director or his/her designee.
- Interact with consumers at the discretion/direction of the VR Counselor or Administration, to assist consumers with their rehabilitation programs. May maintain contact with customers and document in case file. Assist in the scheduling of appointments for consumers, which may include follow up calls to vendor providers or consumers. May be required to assist consumers with shopping which is sponsored through their rehabilitation program. Assists with Orientation process in office or virtually.
- Provide information to community entities and participate in community events, such as job or transition fairs. Communicate with community partners and/or employers to expedite services for consumers.
Sr. Guest Services Coordinator
UNIVERSAL STUDIOS
Orlando, FL
01.2019 - 07.2021
- Responsible for the day-to-day operation, training, and development of the Guest Service areas at each park.
- Responsible for the team’s execution and resolution of guest issues. Implements policies and procedures for dealing with guest concerns. Ensures guest issues are responded to appropriately and consistently. Ensures complete follow-up of all guest concerns, responds to guest inquiries, questions and complaints.
- Completion of administrative responsibilities for the department to include team member schedules, time and attendance reconciliation and weekly labor summaries.
- Mentors and counsels team members and enforce appropriate policies and procedures ensuring that everything is within compliance of departmental standards. Provides communication of accurate information with regards to ADA compliance.
- Identifying opportunities to assist Guests with concerns and create WOW moments while Guests are visiting the Resort.
Trainer, Guest Service Coordinator/ Guest Services Social Media Coordinator
UNIVERSAL STUDIOS
Orlando, FL
06.2017 - 01.2019
- Delivers and facilitates structured training, development programs and initiatives in support of Guest Services training objectives. Conducts recurrent training for team members. Updates classroom instructional material as needed.
- Provides updates to internal Knowledge Management system including Training, SOP’s, Policies and Procedures.
- Monitor Universal Orlando Resort Social Media Channels and respond to Direct Messages from Guests on Facebook, Twitter and other channels.
- Respond to Guest reviews posted on Social Media platforms including Yelp, TripAdvisor, UniversalOrlando.com, etc.
- Provide exemplary guest service by assisting and satisfying guests needs.
- Analyzing feedback and create reports based upon trends gathered from guest feedback via social Media channels.
Guest Services Coordinator
UNIVERSAL STUDIOS
Orlando, FL
06.2016 - 01.2017
- Provide exemplary Guest Service while maintaining quality and a positive atmosphere.
- Satisfying Guests needs and maintaining constant surveillance of cash drawers and other company assets.
- Resolves and eases sensitive guest situations on an individual basis through personal interaction.
- Asks exploratory questions to identify and documents the concerns, needs and expectations as well as fully investigates issues such as: long queues, crowd control, inclement weather, employee interactions, height restrictions, property damage and inoperable attractions etc.
- Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines.
- Determines and provides appropriate level of guest recovery and compensation.
- Performs concierge duties to provide the ultimate guest experience and “one stop shopping” such as: upgrades on all ticket media, restaurant and hotel reservations, lost children, transportation needs and foreign currency exchange.
Ride Attendant
UNIVERSAL STUDIOS
Orlando, FL
06.2015 - 06.2016
- Provide information about facilities, entertainment options, and rules and regulations.
- Monitor activities to ensure adherence to rules and safety procedures, or arrange for the removal of unruly patrons.
- Announce or describe amusement park attractions to patrons to entice customers to games and other entertainment.
- Ensure the safety of all guest prior to dispatch of vehicles
- Provide customer service to guest needing assistance.
Photographer/ Sales Associate
COLORVISION INTERNATIONAL INC
Orlando, FL
06.2013 - 06.2015
- Greet customers and ascertain what each customer wants or needs.
- Compute sales prices, total purchases and receive and process cash or credit payment.
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
- Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
- Take pictures of individuals, families, and small groups, either in studio or on location.
- Manipulate and enhance scanned or digital images to create desired effects, using computers and specialized software.
Education
High School Diploma -
DR.PHILLIPS HIGH SCHOOL
Orlando, FLSkills
- Crew Scheduling & Crew Tracking
- Irregular Operations (IROPs) Management
- FAA Duty & Rest Compliance
- Real-Time Decision Making
- Multi-System Navigation
- Cross-Functional Coordination
- Data Accuracy & Reporting
Timeline
Crew Scheduler II
Spirit
06.2024 - 05.2026
Crew Scheduler
Spirit
02.2023 - 06.2024
Reservations Crew Trainee
JETBLUE
10.2022 - 01.2023
Excursion Expert
RANDSTAD
06.2022 - 07.2022
Rehabilitation Specialist II
SERVICE SOURCE
08.2021 - 06.2022
Sr. Guest Services Coordinator
UNIVERSAL STUDIOS
01.2019 - 07.2021
Trainer, Guest Service Coordinator/ Guest Services Social Media Coordinator
UNIVERSAL STUDIOS
06.2017 - 01.2019
Guest Services Coordinator
UNIVERSAL STUDIOS
06.2016 - 01.2017
Ride Attendant
UNIVERSAL STUDIOS
06.2015 - 06.2016
Photographer/ Sales Associate
COLORVISION INTERNATIONAL INC
06.2013 - 06.2015
High School Diploma -
DR.PHILLIPS HIGH SCHOOL