Veronica Koes
Catering Specialist
Minneapolis,MN
Summary
Operations professional with substantial experience in optimizing processes and driving operational efficiency. Expertise in project management, process improvement, and logistics coordination. Strong focus on team collaboration and achieving measurable results. Known for adaptability and reliability in dynamic environments.
Overview
14
14
years of professional experience
Work History
Inflight Catering Operations Specialist
Endeavor Air
03.2024 - Current
- Subject matter expert on catering galley equipment design and packing by catering partners.
- Performs quarterly audits on catering proficiency and execution and present findings to mainline leadership.
- Implemented customer feedback system to inform inflight production environment.
- Engages with Inflight base management, Delta Regional Managers, and Catering vendors in six hubs.
- Analyzes and identifies trends and root cause obstacles with catering partners and Delta.
- Performs kitchen security observations
- Observes flight attendants during service-focus flights to gather feedback and observe how service standards and catering supplies impact performance.
Flight Attendant
Endeavor Air
10.2022 - 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
09.2021 - 10.2022
- 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
12.2020 - 09.2021
- Personal leave to care full time for a critically ill family member.
IT Operations Manager
City Of New Brighton
07.2018 - 12.2020
- 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.
- Orchestrate the incorporation and roll out of the hardware and software for Body Worn Cameras for 30 police officers in 2019, managing a budget of $100K while maintaining awareness of legal issues and liability issues.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Manage projects and products such as pioneering the City’s first ever SLAs along with introducing a new IT service desk solution in 2018 providing real-time insight into the organization’s information systems and support services.
IT Supervisor
City Of Roseville
11.2012 - 07.2018
- 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
10.2011 - 11.2012
- 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.
Education
Master of Science - Management of Technology
University of Minnesota - Twin Cities
Bachelor of Arts - Linguistics
University of Minnesota - Twin Cities
Skills
Operational efficiency
Active listening
Idea development and brainstorming
Project management
Process documentation
Operations coordination
Cross-functional communication
Experience in leadership
Process improvement
Problem-solving
Timeline
Inflight Catering Operations Specialist
Endeavor Air
03.2024 - Current
Flight Attendant
Endeavor Air
10.2022 - Current
Deescalation Specialist
United Healthcare
09.2021 - 10.2022
Full-Time Critical Caregiver
Self-employed
12.2020 - 09.2021
IT Operations Manager
City Of New Brighton
07.2018 - 12.2020
IT Supervisor
City Of Roseville
11.2012 - 07.2018
IT Supervisor
Lush Fresh Handmade Cosmetics
10.2011 - 11.2012
Bachelor of Arts - Linguistics
University of Minnesota - Twin Cities
Master of Science - Management of Technology
University of Minnesota - Twin Cities