Dynamic individual with hands-on experience in all airline station operating roles and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Work History
Red Coat
5 Years 1 Month
Delta Air Lines, Inc | 10.2021 - Current
Act as the primary authority for complex conflict de-escalation, multi-agency coordination, and real-time station irregular operations (IROPS) management while embodying Delta's core values.
Intervene as the premium escalations point for high-stress customer service failures by leveraging advanced conflict-resolution tactics to improve complaint resolution and elevate regional customer satisfaction
Execute duties as the Lead Complaint Resolution Official (CRO), serving as the station's ultimate authority on DOT non-discrimination regulations under 14 CFR Part 382 (Air Carrier Access Act) to Evaluate and resolve complex passenger accommodation disputes on the spot, eliminating regulatory compliance exposure while preserving customer dignity.
Function as a Ground Security Coordinator (GSC), managing aircraft protection protocols, and immediate responses to security breaches or regulatory challenges in strict alignment with TSA and FAA mandates.
Use Cross-Functional Coordination to synchronize workflows across flight crews, gate agents/customer service agents, ramp operations, TSA agents to guarantee a safe, secure, and highly efficient operational standard.
Customer Service Manager
11 Months
Tailored Management | 11.2020 - 10.2021
Coordinated above- and below-wing passenger airline operations at Columbus Rickenbacker International Airport, while providing sustained oversight for on-site cargo operations.
Operations Coordinator
2 Years 4 Months
Airport Terminal Services | 06.2018 - 10.2020
Monitored staffing needs and reassigned resources to cover schedule changes and service disruptions.
Communicated updates between supervisors, crews, and airline partners to support timely turnaround performance.
Maintained operational logs, shift records, and compliance documentation for accurate reporting.
Resolved day-of-operation issues by adjusting priorities and supporting frontline teams.
Operations Agent
2 Years 11 Months
Jetstream Ground Services | 11.2017 - 10.2020
Assuring weight and balance of aircraft, efficient boarding of aircraft and coordinating Ramp, Operations, Provisioning and aircraft servicing to accomplish on-time performance.
Restaurant Manager
4 Years 8 Months
The Wendy's Company | 03.2013 - 11.2017
Managed cash flow throughout the restaurant, position and run service, conduct inventory counts, control of labor and scheduling, maintain and submit truck orders, fix and control customer service requirements in restaurant, make improvements in food cost control, and assisted in restaurant operations.