Novice Hill-Faison
Florissant,MO
Summary
Results-driven operations and customer service leader with extensive experience in airline and airport management. Proven expertise in operations coordination, ramp operations, safety compliance, client relations, and team leadership. Adept at budget management, scheduling, and regulatory compliance, ensuring smooth daily operations while maintaining high safety and service standards. A hands-on leader committed to operational excellence, employee development, and process improvement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Ground Security Coordinator (GSC) & Baggage Service Agent (BSA)
WFS Worldwide Services (Spirit Airlines & Avelo Airlines)
02.2024 - Current
- Enforce TSA security policies and ensure compliance with federal and airline safety regulations
- Oversee ground security operations, coordinating with law enforcement and airline personnel
- Manage baggage claims, ensuring prompt resolutions for lost, delayed, and damaged luggage
- Provide exceptional customer service, assisting passengers with inquiries and escalated concerns
Operations Coordinator (OPS)
WFS Worldwide Services (Spirit Airlines)
01.2024 - Current
- Manage cross-departmental coordination for smooth airport operations, including flight dispatch, ramp operations, and ground handling
- Ensure adherence to FAA regulations, TSA security standards, and airline operational procedures
- Monitor flight schedules, allocate resources efficiently, and address operational challenges like delays, weather disruptions, and last-minute changes
- Conduct safety audits and compliance checks to ensure adherence to airline and regulatory standards
- Train and mentor staff on operational procedures, safety protocols, and customer service standards
Complaint Resolution Official (CRO)
WFS Worldwide Services (Spirit Airlines)
11.2023 - Current
- Investigate and resolve passenger complaints, ensuring compliance with U.S
- DOT (14 CFR Part 382) regulations
- Train staff on handling sensitive customer concerns, including those related to passengers with disabilities
- Serve as the escalation point for complex customer issues, ensuring fair and effective resolutions
Customer Service Supervisor
WFS Worldwide Services (Spirit Airlines)
07.2023 - Current
- Supervise daily airport operations, including ticketing, check-in, baggage handling, and flight boarding
- Manage scheduling, staffing, and overtime control to align with budgeted labor hours
- Serve as the liaison between airline management, employees, and passengers, ensuring smooth communication and service delivery
- Train employees on airline procedures, safety standards, and customer service best practices
- Handle escalated passenger concerns and operational issues with professionalism and efficiency
President & CEO
FLIP Management
12.2012 - Current
- Oversee business operations, including budgeting, risk management, and marketing
- Lead a team to organize and execute large-scale events, ensuring seamless logistics and client satisfaction
- Develop strong relationships with clients, vendors, and stakeholders to drive business growth
Education
Bachelor of Arts - Journalism & Mass Communication
Southern New Hampshire University
Manchester, NH12-2027
Associate of Arts - Business Administration
St. Johns River Community College
Saint Augustine, FL12.1999
Skills
- Airport & Airline Operations Management
- Ramp Operations & Safety Compliance
- Safety Management Systems (SMS)
- Operations Coordination & Flight Scheduling
- Complaint Resolution & Conflict Management
- Staff Training & Development
- Budgeting & Financial Oversight
- Workforce Scheduling & Management
- Client & Stakeholder Relations
- Service Level Agreement (SLA) Management
- Strong Computer Proficiency (Word, Excel, Data Entry)
- Adaptability & Problem-Solving
Certification
- Operations Coordinator (OPS) Certified
- Complaint Resolution Official (CRO)
- Ground Security Coordinator (GSC)
- Baggage Service Agent (BSA)
- ServSafe Certification (Food Handling)
Timeline
Ground Security Coordinator (GSC) & Baggage Service Agent (BSA)
WFS Worldwide Services (Spirit Airlines & Avelo Airlines)
02.2024 - Current
Operations Coordinator (OPS)
WFS Worldwide Services (Spirit Airlines)
01.2024 - Current
Complaint Resolution Official (CRO)
WFS Worldwide Services (Spirit Airlines)
11.2023 - Current
Customer Service Supervisor
WFS Worldwide Services (Spirit Airlines)
07.2023 - Current
President & CEO
FLIP Management
12.2012 - Current
- Operations Coordinator (OPS) Certified
- Complaint Resolution Official (CRO)
- Ground Security Coordinator (GSC)
- Baggage Service Agent (BSA)
- ServSafe Certification (Food Handling)
Bachelor of Arts - Journalism & Mass Communication
Southern New Hampshire University
Associate of Arts - Business Administration
St. Johns River Community College
Similar Profiles
Carla BowenCarla Bowen
Airport Customer Service Agent at WFS Worldwide Flight Services / Frontier AirlinesAirport Customer Service Agent at WFS Worldwide Flight Services / Frontier Airlines
Christian PadolinaChristian Padolina
GUEST SERVICE SUPERVISOR / SUPV' STATION TRAINER at SPIRIT AIRLINES - Worldwide Flight ServicesGUEST SERVICE SUPERVISOR / SUPV' STATION TRAINER at SPIRIT AIRLINES - Worldwide Flight Services
ANGELICA B. ROCHAANGELICA B. ROCHA
Flight Attendant & IOE Instructor at Avelo AirlinesFlight Attendant & IOE Instructor at Avelo Airlines