Natalie R. Simmons
Leader
Philadelphia,PA
Summary
Dynamic management professional with a proven track record in fostering team collaboration and driving successful outcomes. Expertise in conflict resolution, operational oversight, and agile adaptation to evolving needs enhances the ability to lead teams effectively. Recognized for reliability and strong leadership skills, consistently delivering results through clear communication and strategic guidance. Committed to optimizing team performance and operational efficiency in fast-paced environments.
Overview
19
19
years of professional experience
Work History
Manager on Duty
American Airlines
Chicago, IL
08.2023 - 09.2025
- Responsible for coordinating the activities of Operations and oversees the Operations Planners to effect daily on-time performance.
- This role is a part of the Control Center team within the Airports group.
- Oversees the activities of AA employees who perform the movement of aircraft.
- Chairs daily shift briefings and prepares daily station tour reports and analysis for station dependability.
- Identifies daily challenges that will hinder operational objectives and communicates operational plans effectively.
- Remains available and flexible to pivot in real time based on operational needs.
- Monitors station arrival/departure dependability performance while analyzing trends.
- Investigates and resolves all operational irregularities to ensure compliance with AA operating procedures.
- Adjudicates properly the Delay Code Handbook and AYR procedures.
- Communicates with all local operating departments as well as IOC, MOC, AA central loads, and outside agencies pertaining to AA operational schedule and effectively interprets information from the various sources.
- Works rotating/flexible shifts as operationally required.
- Performs other duties as requested while adjusting to operational needs.
- Look ahead and take advantage of opportunities to mentor and develop Control Center CSM and coordinator staff to advance the future of the organization.
- Prepare shift reports, incident logs, and performance summaries for senior management. Communicate key issues that require follow-up or escalation.
- Ensure all Team members comply with American Airlines attendance, performance, and work environment policies.
- Lead and manage the execution of Emergency Action plans.
- Develop, review, and implement operational policies and standard operating procedures to improve efficiency, safety, compliance, and customer experience.
Workforce Duty Manager
American Airlines
Charlotte, NC
05.2022 - 08.2023
- Lead and collaborate with Admin and Operations leaders to ensure resources are planned and applied where they are most needed.
- Solve complex staffing situations to mitigate risks and drive results.
- Lead and develop a team of leaders responsible for planning and executing assignments through technology such as GS-Real Time.
- Guide the development of Customer Service Managers.
- Identify trends and team member developmental opportunities; design and implement methods to increase/improve performance.
- Assist with Customer Service Manager interviews and selections.
- Solicit ideas and/or feedback from team members and accept accountability for follow-through.
- Communicate procedural changes to Customer Service Managers and other team members.
- Ensures compliance and accountability follow through, and support as an escalation point.
- Foster positive relationships, drive engagement, and collaboration between allocators and frontline, as well as across departments.
- Conduct grievance hearings and serve as a grievance hearing officer as necessary.
Customer Service Manager
American Airlines
Dallas, TX
10.2019 - 05.2022
- Managing 30-60 employees to facilitate accurate information to 300-500 flights a day to achieve station goals.
- Collaborate with local departments to drive dependability.
- Provide leadership and encouragement to a union work group.
- Coordinate with IOC departments and Business Partners in IROP planning to avoid customer impact.
- CSM mentorship (Create training manual & develop solutions of concerns).
- Establish collaborative relationships to influence decision making within the workforce (Lead training liaison).
- Proactively ensuring compliance to AA operating procedures.
Customer Service Manager
American Airlines
Philadelphia, PA
08.2015 - 10.2019
- Oversaw of station compliance audits (GOCOM, OSHA, aircraft damage, dangerous good failures).
- Frequent informal feedback sessions have been facilitated to ensure that employee performance is consistent with the goals of the department and the company (Lead Expectation Project, EOBS Programs).
- Proactively identify problems or hazards, inspect vehicles, equipment, and appliances.
- Employee Development Skills (including hiring and safety assessments).
- Provided daily routines to enhance customer operation's baggage areas, improve manpower and overtime to ensure productivity.
- Furnished customers with information on routing and aircraft terminals to assuage baggage and boarding concerns.
- Evaluated customer feedback to implement service-improvement initiatives.
Customer Service, Manager, Bag Coordinator, Agent
Piedmont Airlines
Philadelphia, PA
10.2006 - 08.2015
- Accountable for management and supervision of Ramp Service activities including the loading, unloading, transportation of baggage, cargo, and mail.
- Retrieve station AHL/OHD (tracers) and raised discrepancy for any inconsistency noticed in creation of the file.
- Monitor and track luggage, PBM.
- Ensuring adherence to all corporate values and cultures, and in charge of staff welfare.
- Orchestrated new guidelines to accommodate passengers with special assistance.
- Developed valuable dispatching resources to maintain our internal and external customer journeys.
- Demonstrated the values of the company by taking the initiative to mentor the responsibilities of colleagues by providing a clear agenda.
Education
No Degree - Communication
Delaware County Community College
Media, PALearning & Development
Developing Emotional Intelligence
05-2023
Emerging Business Leaders Program
Charlotte Regional Business Alliance’s
Charlotte, NC01-2023
Learning & Development
Harvard Management
11-2021
Learning & Development
Degreed
10-2021
Genetic Profile
Emergenetics
08-2015
Skills
- Operational management
- Crisis management expertise
- Team leadership
- Customer service improvement
- Safety compliance management
- Cross-functional teamwork
- Training coordination
- Operational data insights for improvement
- Time-sensitive decision making
- Standard operating procedure development
- Expertise in airline systems and Microsoft Office
Timeline
Manager on Duty
American Airlines
08.2023 - 09.2025
Workforce Duty Manager
American Airlines
05.2022 - 08.2023
Customer Service Manager
American Airlines
10.2019 - 05.2022
Customer Service Manager
American Airlines
08.2015 - 10.2019
Customer Service, Manager, Bag Coordinator, Agent
Piedmont Airlines
10.2006 - 08.2015
Learning & Development
Developing Emotional Intelligence
Emerging Business Leaders Program
Charlotte Regional Business Alliance’s
Learning & Development
Harvard Management
Learning & Development
Degreed
Genetic Profile
Emergenetics
No Degree - Communication
Delaware County Community College