Yessenia Diaz
New York City
Summary
Results-driven Operations Manager with 20 years of experience in aviation services. Specializes in crisis management and operational efficiency, fostering team collaboration and effective training. Focused on optimizing resources to enhance customer service and satisfaction while promoting a culture of innovation and continuous improvement in high-pressure environments.
Overview
1
1
Language
1
1
Certification
18
18
years of professional experience
Work History
Customer Service Supervisor
Piedmont Airlines
Albany, NY
05.2025 - Current
- Resolved escalated customer complaints efficiently, improving overall service recovery processes.
- Oversaw daily operations of customer service team, ensuring high-quality service standards.
- Conducted regular performance evaluations, providing constructive feedback to boost employee engagement.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
General Manager of Operations
GAT Airline Ground Support
Sarasota, FL
01.2021 - 05.2025
- Directed a team of more than 50 staff members, consistently delivering on operational targets and fostering a culture of achievement.
- Facilitated initiatives promoting teamwork, professional development, and high performance to establish a culture focused on success.
- Coordinated communication between departments to optimize workflows and mitigate potential delays
- Monitored daily activities onsite to support operational excellence and uphold company standards across departments.
- Implemented strategies to enhance team responsibility for meeting organizational objectives and following prescribed processes.
Operations Supervisor
JetBlue Airways
Jacksonville, FL
07.2008 - 04.2021
- Executed comprehensive reviews to verify adherence to employee training requirements and standards.
- Led performance dialogues with front-line co-workers to review metrics
- Supervised daily operations ensuring compliance with safety regulations and operational standards.
- Analyzed existing workflows and introduced strategies to improve operational efficiency and accuracy in various processes.
- Conducted regular audits to verify accurate records of company inventory and materials.
- Monitored and enforced policy compliance, focusing on improving safety and readiness for employees.
Education
Bachelor of Arts - Public Communications
Buffalo State College
Buffalo, NYSkills
- Service excellence
- Efficiency management
- Performance optimization
- Team guidance
- Team enhancement
- Time management
- Expense management
- Dispute management
- Conflict resolution
Accomplishments
Ground Security Coordinator
Complaint Resolution Official
Emergency Response Liasion
Certification
- Ground Security Coordinator (GSC) - Aviation Industry
- Complaints Resolution Officer (CRO) - Aviation Industry
- Emergency Response Liaison (ERL) - Aviation Industry
Languages
Spanish
Timeline
Customer Service Supervisor
Piedmont Airlines
05.2025 - Current
General Manager of Operations
GAT Airline Ground Support
01.2021 - 05.2025
Operations Supervisor
JetBlue Airways
07.2008 - 04.2021
Bachelor of Arts - Public Communications
Buffalo State College