Susanne Caraffa
Chagrin Falls,OH
Summary
Results-driven Customer Service executive with extensive experience in strategic leadership and operational excellence. Proven track record in driving growth, optimizing processes, and fostering team collaboration. Exceptional skills in strategic planning, financial management, and stakeholder engagement. Adaptable and reliable, consistently achieving high-impact results in dynamic environments.
Overview
31
31
years of professional experience
Work History
Executive Solutions
United Airlines
01.2022 - 09.2025
- Partners with stake holding departments to ensure high-profile issues are sufficiently addressed and responded to
- Officer updates and executive level communications to advise of incident handling and resolution
- Root cause analysis and thorough investigations where appropriate suggestions to address failures are communicated
- Ensures cases are properly documented, represented, and addressed, including public statements, DOT follow-up, small claims court appearances on behalf of United
- Work closely with other organizations to establish customer experience history for escalated incidents
- Provides SME and escalation support/guidance to other team members in Customer Solutions and Recovery as well as external contact center groups
- Led cross-functional teams to enhance operational efficiency and streamline processes across departments.
- Mentored junior staff, fostering professional growth and enhancing team performance through knowledge sharing.
- Evaluated performance metrics to identify areas for improvement, driving continuous enhancement of service delivery standards.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
Managing Director Operations – Customer Service
United Airlines
06.2021 - 01.2022
- Long-term planning of the extraordinary security changes with TSA and FAA
- Mentored senior management team, fostering a culture of innovation and accountability across the organization.
- Enhanced workplace safety protocols proactively addressing potential hazards before they became critical incidents.
- Optimized resource allocation for improved efficiency and profitability across all departments.
- Directed large-scale projects from inception to completion on time/budget with strict adherence to quality standards.
- Promoted a culture of continuous learning by investing in employee development programs and resources.
- Led company through successful digital transformation, enhancing operational effectiveness and customer engagement.
Managing Director Airport Operations –Ramp
United Airlines
12.2019 - 06.2021
- Led team meetings focused on performance metrics and continuous improvement strategies for baggage management processes.
- Spearheaded change management initiatives during periods of organizational restructuring or mergers/acquisitions integration.
- Conducted performance evaluations for team members, identifying areas for improvement and opportunities for professional growth.
- Oversaw budget management, ensuring alignment with organizational objectives and financial targets.
- Analyzed operational data to identify trends, inform decision-making, and support strategic planning efforts.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Implemented performance measurement systems to improve service delivery and operational outcomes.
Director Airport Operations - Customer Service
United Airlines
02.2018 - 12.2019
- Reduced ATW injuries - ensured recurrent MoveSmart for all ATW employees
- VPP OSHA Safety certification 2018, and recertification in 2019
- Appointed AO Budget Champion (OT reductions, socialized initiatives, 2020 Savings & Investments)
- AO exploratory interview project (liaison to HR with hiring talent from outside and pre-screened candidates)
- Completion of IAD Lobby reconfiguration project $1.1M
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Collaborated with cross-functional teams to implement innovative software applications.
- Conducted incident investigations to determine root causes and prevent future occurrences.
- Collaborated with management to develop company-wide safety policies, procedures, and guidelines.
Sr. Manager Airport Operations - Ramp
United Airlines
02.2017 - 02.2018
- Reduced safety injuries and accidents by 13% YOY
- Reduced OT hours BTW, beating our hours budget 4 months in a row
- Increased productivity by 17% while reducing delays by 58% and reducing labor costs by 12%
- Implemented processes on baggage performance to a record high 12% improvement
- Reduced customer claims by 23% and at a cost savings of $283K
- Mentored junior staff on best practices and standard operating procedures.
- Developed training materials to support employee onboarding and skill development.
- Established quality control measures that improved service delivery standards.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Sr. Manager Business Office
United Airlines
10.2014 - 02.2017
- Consolidation of the Business Office at IAH, along with the re-org of five offices
- Implementation of electronic payroll corrections, badging appointments, and badging application
- Project Manager for the build out of a $750K central business office
- Developed and supported the implementation of resource planning best practice strategies and processes for IAH
- Worked with station leaders to optimize resources across the station managing resource spend for a $200M+ organization while adhering to labor contract constraints and to meet or exceed service and cost targets
- Implementation of electronic bidding for employees savings in manpower over $3K
- Led recruitment strategies to attract top talent and enhance workforce quality.
- Streamlined interview processes, reducing time-to-hire while maintaining candidate quality standards.
- Established relationships with external agencies to support specialized recruitment efforts when needed.
Manager Airport Operations
United Airlines
05.2011 - 10.2014
- Managed appropriate staffing authorization goals, beating budget 10 months in a row
- Priority Pass Club of the Year IAH 2013-2014
- Developed and managed CSAT initiatives to drive Customer Satisfaction and employee morale up 7% YOY
- Liaison between CRE and Customer Service while managing Capital Planning projects
- Maintained Emergency Response Plans and Business Continuity requirements
- Led emergency response initiatives, ensuring team preparedness and effective communication during critical incidents.
- Managed a diverse team of emergency responders, fostering collaboration and promoting professional development.
- Led customer service team to enhance response times and improve overall satisfaction rates.
- Managed daily operations to ensure exceptional guest experiences and service excellence.
Operations Supervisor
United Airlines
07.1999 - 05.2011
- Responded as a Family Escort to Colgan Air flight #3407
- Lead staff planning to authorizations, bid preparation, and managing hours
- Managed payroll for all leadership and provided monthly reporting; 75 % decrease in payroll errors
- Project manager for the Safety Action Team and awarded OSHA Silver Level Safety
- Provided integration support for Above the Wing during the merger and assisted with day one planning for the merger
- MBR goals met 11 months out of the year
- Trained and mentored staff on best practices for conflict resolution and customer engagement.
- Led initiatives aimed at fostering a positive workplace culture, resulting in improved team morale and retention rates.
- Oversaw daily operations to ensure exceptional customer service standards were met consistently.
Airport Ticket Operations
United Airlines
06.1996 - 07.1999
Reservation Sales Agent
United Airlines
10.1994 - 03.1995
Skills
- Operations management
- Executive support
- Customer-oriented
- Project management
- Leadership development
- Business management
- Microsoft outlook, word, and Excel
- Customer focused
- Excellent time management skills
- Complaint resolution
- Deadline oriented
- Cost analysis and savings
- Strategic planning and execution
- HR policies and procedures
- Corrective action planning
- Employee relations
- Incident command center
- Scene management
- Critical decision-making skills
- Emergency management
Accomplishments
- 2020 Thomas J. Kelly Leadership Award, Newark, NJ
- 2017 Extraordinary Achievements Bonus Award, Houston, TX
- 2017 United 100 Recipient, Houston, TX
- 2011-2019 North Pole Fantasy Flight Committee
- 2010-2013 United Employee WeCARE Relief Fund Board of Directors
- 2010-2012 Womankind Board of Directors & Development Committee, Cleveland, OH
Training
Proficient in Microsoft Office, qualified as a GSC, CRO, Emergency Response Team Family Escort, OSHA, TEM, and SMS certifications. TSA security training for Charters, Station Controls and all management required training.
Timeline
Executive Solutions
United Airlines
01.2022 - 09.2025
Managing Director Operations – Customer Service
United Airlines
06.2021 - 01.2022
Managing Director Airport Operations –Ramp
United Airlines
12.2019 - 06.2021
Director Airport Operations - Customer Service
United Airlines
02.2018 - 12.2019
Sr. Manager Airport Operations - Ramp
United Airlines
02.2017 - 02.2018
Sr. Manager Business Office
United Airlines
10.2014 - 02.2017
Manager Airport Operations
United Airlines
05.2011 - 10.2014
Operations Supervisor
United Airlines
07.1999 - 05.2011
Airport Ticket Operations
United Airlines
06.1996 - 07.1999
Reservation Sales Agent
United Airlines
10.1994 - 03.1995