Operations Supervisor - Hallmark Aviation — Emirates Airlines - JFK International Airport, NY
(2022-12 - 2026-02)
- Directed 1,200+ complex international ground turnaround operations for Emirates Airlines; applied data-driven workflow tracking to sustain a 98.5% operational efficiency and on-time departure rate across all handled flights.
- Led systematic Root Cause Analysis on recurring process failures; designed and deployed a digitized verification protocol reducing passenger and baggage mishandling incidents by 10% within the first quarter of rollout.
- Built and delivered structured onboarding and training programs for 15+ new hires covering operational systems, IATA safety compliance, and workflow optimization — measurably reducing ramp-up time and improving team output quality.
- Supervised cross-functional teams of 25+ personnel across international departures; served as primary real-time point of contact between ramp crews, flight deck teams, fueling vendors, and airport authority stakeholders.
Duty Manager - Singapore Airlines - JFK International Airport, NY
(2022-06 - 2022-12)
- Directed full systems-level crisis management during a 48-hour network-wide flight disruption; orchestrated vendor coordination, contingency re-routing, and real-time stakeholder communication — reducing operational costs by 15%.
- Improved station on-time departure performance by 20% by designing and implementing a real-time gate-transfer monitoring protocol and dynamic operational tracking system for ground teams.
- Managed end-to-end passenger service operations including irregular operations handling, VIP service, and regulatory compliance for one of the world's top-rated international carriers.
Turnaround Coordinator - Hallmark Aviation — Qantas Airways - JFK International Airport, NY
(2023-06 - 2023-11)
- Managed critical-path turnaround sequencing, load balance protocols, and weight-and-balance compliance for Qantas long-haul international operations — zero delays attributed to ground coordination failures.
- Served as primary liaison between Qantas flight crews, ramp leadership, and fueling/catering vendors; maintained documentation accuracy and compliance across all handled flights.
Customer Service Supervisor - Hallmark Aviation — Singapore Airlines - JFK International Airport, NY
(2020-11 - 2022-06)
- Supervised gate, check-in, and boarding operations for premium international departures; consistently met Singapore Airlines' service quality and documentation compliance benchmarks.
- Monitored KPIs including queue wait times, check-in throughput, and on-time boarding; managed scheduling and attendance for a team of 10+ agents across multiple shift rotations.
- Resolved complex ticketing irregularities, itinerary disruptions, and VIP service requirements under time pressure — maintaining airline brand standards in every customer interaction.
