Monica Gonzalez
Grapevine,TX
Summary
Results-driven professional with a strong background in crew management and operational efficiency. Proven track record of optimizing team performance and maintaining safety standards. Excellent communication skills and adaptability in dynamic environments, fostering a collaborative and productive workplace.
Overview
31
31
years of professional experience
Work History
Senior Crew Manager
American Airlines
11.2021 - Current
- Developed strong relationships with team members resulting in a greater sense of trust and respect, increased productivity and employee engagement.
- Collaborated effectively with cross-functional teams to seek for different perspective, leverage each department's unique strengths, and foster an inclusive environment to enhance efficiency in the airline operations.
- Contributed to the growth of the organization by actively participating in recruitment efforts and selecting leaders in DFW, LGA, and DCA.
- Collaborated in the hiring of New Hire Flight Attendants.
- Supported the professional development of 190 crew members (direct reports) and 40 leaders through targeted training opportunities and mentorship.
- Analyzed weekly reports to track crew performance, identify areas of improvement, foster a culture of accountability and excellence within the team.
- Settled crew member disputes by addressing problems quickly and providing successful mediation.
- Took additional oversight of the Compliance Report weekly for a team of eight (8) Crew Managers achieving 98% performance follow up.
- Served as acting base leader when Manager Inflight Crew Operations is abroad.
- Acted as an expert on 35R investigation coaching a team of seven (7) Crew Managers.
- Lead high profile and complex workplace investigations.
- Assisted with the operation in DCA, ORD and MIA.
- Communicated effectively with upper management, and team members to keep everyone informed.
- Earned recognition as a top-performing Senior Crew Leader due to consistently meeting or exceeding established benchmarks.
Flight Service Manager
American Airlines
12.2016 - 11.2021
- Supervised and monitored Flight Attendant's performance and attendance.
- Reduced employee sick call outs rates by cultivating a supportive work culture that promote wellness initiatives.
- Investigated complaints and job performance discrepancies,and taking corrective action as necessary.
- Completed Quality Assurance Reports to ensure consistent delivery of high-quality products or services from the crew members.
- Met with 20% of a team of 150 Flight Attendants to assist with Voluntary Leave of Absence (VLOA).
- Met with 25% of the team in preparation of their furlough.
- Engaged with 100% with team members during the Pandemic to ensure their wellbeing and provided support.
New Hire Flight Service Manager
American Airlines
07.2013 - 12.2016
- Involved in a structured New Hire Onboarding program that includes in-person training, mentorship, regular check-ins, introduction to the company culture, and role expectations to ensure in a smooth integration and learning process.
- Actively participated in company-wide initiatives and training programs, ensuring the dissemination of best practices throughout the team.
- Established a culture of accountability within the team by setting clear expectations followed up with consistent feedback on individual performances.
Flight Attendant
American Airlines
09.1995 - 07.2013
- Collaborated with fellow crew members and gate agents to deliver a seamless travel experience for passengers on domestic and international flights. Based in New York, Miami and San Juan.
- Worked as a Purser facilitating communication between flight deck, and cabin crew prior to and during flights to promote smooth operations.
- Ensured compliance with federal aviation regulations during all flights, contributing to airline's outstanding safety record.
- Worked as special assignment in the Crew Service Center assisting administrative personnel with different elements pertaining to employee's records.
Fight Attendant
American Eagle DBA Executive Airlines
10.1993 - 08.1995
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Answered passenger questions and provided solutions to issues arising during flights.
- Resolved passenger conflicts and medical emergencies during flights.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
Education
No Degree - Business
Broward College
Pembroke Pines, FL01.2005
No Degree - Special Education
Interamericana University
San Juan, PRBachelor of Arts - Letter And Science, Major in Languages (English, Spanish, French, Italian, German)
University of Puerto Rico
San Juan, PR12.1993
Skills
- Multitasking and organization
- Problem-solving abilities
- Adaptability and reliability
- Self motivation
- Decision-making
- Active listening
- Effective communication
- Attention to detail
Awards
- The Heart of DFW Flight Service, 2022
- Leadership Award, 2019
- Flight Service Manager Excellence, 2017
Languages
Spanish
Native or Bilingual
Italian
Professional Working
French
Professional Working
German
Limited Working
Timeline
Senior Crew Manager
American Airlines
11.2021 - Current
Flight Service Manager
American Airlines
12.2016 - 11.2021
New Hire Flight Service Manager
American Airlines
07.2013 - 12.2016
Flight Attendant
American Airlines
09.1995 - 07.2013
Fight Attendant
American Eagle DBA Executive Airlines
10.1993 - 08.1995
No Degree - Business
Broward College
No Degree - Special Education
Interamericana University
Bachelor of Arts - Letter And Science, Major in Languages (English, Spanish, French, Italian, German)
University of Puerto Rico
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