Operations Manager – Intake Department - Synapse Health - Skokie, IL
(2024-07 - 2026-06)
Directed daily operations for a 120-person domestic and global workforce while ensuring SLA compliance and service excellence.
- Monitored KPIs including AHT, ASA, adherence, quality, hold time, transfer rates, and call performance to improve operational outcomes.
- Recruited, interviewed, onboarded, and trained employees using Greenhouse ATS, strengthening workforce readiness and performance.
- Managed staffing, scheduling, payroll, FMLA administration, and workforce planning across multiple operational teams.
- Led a fax automation initiative that reduced manual processing by 60%, improving efficiency across five business lines and three departments.
Operations Supervisor - Atlanta Airlines Terminal Corporation - Atlanta, GA
(2016-06 - 2024-07)
Supervised 65 employees supporting airport operations, customer service, maintenance, and construction activities.
- Managed approximately 10,000 monthly operational requests involving airline operations, emergency response, maintenance, and facility services.
- Recruited, interviewed, hired, onboarded, and trained employees while developing a department-wide training program still used today.
- Prepared executive reports supporting operational planning, payroll, scheduling, vendor coordination, and leadership decision-making.
Lead Facilities Superintendent - Atlanta Airlines Terminal Corporation - Atlanta, GA
- Trained and mentored 11 employees, providing coaching and leadership during supervisory absences.
- Collaborated with airport stakeholders to improve passenger service and operational efficiency.
- Supported daily airport operations while resolving service issues and coaching team members.
- Assisted with operational planning and department initiatives to support service delivery.
Facilities Superintendent - Atlanta Airlines Terminal Corporation - Atlanta, GA
- Managed airport facility operations while coordinating 10 vendor and contractor relationships.
- Oversaw approximately 770 work orders weekly, ensuring timely completion and quality service.
- Conducted 20 daily inspections and compliance audits to maintain operational and safety standards.
Customer Experience Coordinator - Atlanta Airlines Terminal Corporation - Atlanta, GA
- Assisted 60–80 passengers daily by coordinating service requests and dispatch communications.
- Resolved escalated customer concerns through collaboration with internal departments.
- Maintained operational documentation supporting efficient airport operations.
