Veronica Koes
Minneapolis,MN
Summary
Resourceful Catering Operations Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
13
13
years of professional experience
Work History
Catering Operations Specialist
Endeavor Airlines
2024.03 - Current
- Implemented customer feedback system to inform inflight production environment.
- Increased efficiency by automating routine tasks with software solutions.
- Leads quality assurance efforts, maintaining high standards for all products and services.
- Analyzes and identifies trends and root cause obstacles with catering partners and Delta.
- Performs catering security audits of catering partners.
- Present audit findings to leadership.
Flight Attendant
Endeavor Airlines
2022.10 - Current
- Verified aircraft and passenger compliance with policies, regulations and safety guidance.
- Answered passenger questions and provided solutions to issues arising during flights.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Ensured safety and comfort of customers onboard aircraft.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Resolved passenger conflicts and medical emergencies during flights.
- Offered personalized assistance to children, elderly and passengers with special needs.
- Maintained excellent attendance record, consistently arriving to work on time.
Deescalation Specialist
United Healthcare
2021.09 - 2022.10
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Gathered and verified all required customer information for tracking purposes.
- Diffused volatile customer situation calmly and courteously
- Accurately documented resurged and resolved customer service issues.
- Managed high volume with tact and professionalism.
- Acted professional and patiently when addressing negative customer feedback.
- Improve call-center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Met or exceeded service and quality standards every review period.
Full-Time Critical Caregiver
Self-employed
2020.12 - 2021.09
- Personal leave to care full time for a critically ill family member.
IT Operations Manager
City Of New Brighton
2018.07 - 2020.12
- Streamlined processes to communicate requirements, developing value-added IT operations, driving staff development, and structuring long-term plans within a deadline-focused environment.
- Performed rigorous business analyses, generated communications, supported capital planning & budget development, and providing go-to input for major initiatives across the organization.
- Project managed time-sensitive rollout of hardware/software for Body Worn Cameras, managing a budget of $100K and recommending changes to reduce overall project costs.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
IT Support Supervisor
City Of Roseville
2012.11 - 2018.07
- Monitored employee and customer interactions to assess quality of service.
- Tracked and documented metrics, and evaluated trends.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Standardized office structures and processes to promote collaboration and increased performance.
- Mentored staff on proper administrative procedures, keeping operations consistent and efficient for maximum performance.
- Oversaw and coordinated the inclusion of 8 additional municipalities into the consortium using project management methodologies.
IT Supervisor
Lush Fresh Handmade Cosmetics
2011.10 - 2012.11
- Reduced turnover 19% (to 5%) by creating new onboarding process and focusing on reforming team culture.
- Provided internal consulting to other leaders with new hire management.
- Optimized IT policies, procedures, and standards to improve total business profitability.
- Guided organizational technology strategy and roadmaps.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
Education
Master of Science - Management of Technology
University of Minnesota - Twin Cities
Minneapolis, MN06.2015
Bachelor of Arts - Linguistics
University of Minnesota - Twin Cities
Minneapolis, MN05.2008
Skills
- Adheres to company procedures and policies
- Creative problem solver
- High-level organizational skills
- Team Leader and Builder
- Self-starter
- Operations Specialist
- Schedule management
- Culturally sensitive and aware
- Acts professionally and patiently when addressing negative customer feedback
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Catering Operations Specialist
Endeavor Airlines
2024.03 - Current
Flight Attendant
Endeavor Airlines
2022.10 - Current
Deescalation Specialist
United Healthcare
2021.09 - 2022.10
Full-Time Critical Caregiver
Self-employed
2020.12 - 2021.09
IT Operations Manager
City Of New Brighton
2018.07 - 2020.12
IT Support Supervisor
City Of Roseville
2012.11 - 2018.07
IT Supervisor
Lush Fresh Handmade Cosmetics
2011.10 - 2012.11
Master of Science - Management of Technology
University of Minnesota - Twin Cities
Bachelor of Arts - Linguistics
University of Minnesota - Twin Cities
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