Operations and Administrative Professional

Provide business research, operational planning, written briefings, decision support, stakeholder coordination, service organization, and implementation support to founders, owner-led ventures, and confidential clients.

Conducted an on-site hospitality-property assessment, documenting fire and water damage, mold, vegetation intrusion, infrastructure concerns, and redevelopment potential through photographs, narrated video, and an investor briefing. Recommended demolition with selective deconstruction and salvage as the most practical redevelopment approach.

Supported a confidential residential relocation through location research, property comparisons, tour coordination, lease-related research, and communication with property owners and agents. Also completed discovery and creative-direction work for an animal-assisted wellness and retreat venture, including visual direction, color palette, service priorities, website concept, visitor-flow strategy, WordPress planning, content organization, and implementation support.

Coordinated employee scheduling, work assignments, callout coverage, onboarding, training, and service continuity across client locations. Worked directly with the owner, employees, clients, and vendors to resolve staffing needs, operational concerns, and day-to-day service requirements.

Defined workforce-management requirements, evaluated three platforms, coordinated vendor demonstrations, and supported selection and implementation of Swept. The implementation replaced an unreliable landline call-in process with improved scheduling, attendance, and location-based check-in visibility.

Used labor-market research to recommend more competitive starting pay for new hires, contributing to improved applicant interest, retention, staffing stability, and service delivery.

Delivered safety, security, emergency readiness, customer care, service recovery, and crew coordination in federally regulated inflight operations. Handled sensitive and high-profile travelers with discretion.

Earned the Winning Spirit Award during initial training. Served as a TWU Local 556 union representative and participated on inflight service committees supporting service standards, product implementation, and Boeing 737-800 operational readiness.

Supervised frontline customer service and baggage operations teams, managing work assignments, staffing coverage, performance appraisals for teams of approximately 10 to 20 employees, escalations, and Manager-on-Duty shifts. Addressed disability-related service concerns as a trained Complaint Resolution Official.

Trained new supervisors, participated in hiring and pre-opening recruitment for a new Southwest city, completed temporary assignments at other stations, and supported product, procedure, and technology rollouts. Designed and coordinated kiosk-rollout training schedules for approximately 150 employees.

Served on the station Brand Enhancement team and coordinated with Marketing, airport facilities, and other stakeholders. Led company-wide coordination for Southwest's inaugural 2006 Capital Pride participation, organizing more than 100 employees and managing communications, hotel guidance, participant information, and event logistics.

Supported ticketing, reservations, rebooking, baggage claims and tracing, delivery coordination, refunds, payments, special-service passengers, irregular operations, and factual incident documentation using Southwest's SAAS/Sabre-based systems.

Provided on-the-job training for new hires and participated on the local hiring team with the People Department. Served as a union shop steward and supported Legislative Awareness campaigns and a Governmental Affairs-coordinated visit to Washington, D.C.

Conducted business and market research and developed an evidence-informed growth vision for a confidential family-owned agency. Work included potential Caribbean expansion, market positioning, and partnership opportunities.

Supported early discussions regarding business continuity and intergenerational transition, identifying approaches to preserve the owner's family legacy while strengthening leadership, systems, and operational support for future growth.

Organized research, recommendations, and potential next steps in preparation for a broader family leadership strategy discussion before the engagement concluded.

Helped transform the founding team's training vision into an organized early-stage venture by naming the company, coordinating initial discovery and adviser discussions, researching formation requirements, and preparing and filing state organization documents effective February 2023.

Supported program and service development through proposed course offerings, preliminary pricing, operational planning, and early business-development activities. Evaluated Moodle as a learning management system and met with a Moodle representative to discuss course delivery, platform capabilities, functionality, and compatibility requirements.

Advanced the venture through legal formation and substantive pre-launch development before operations were paused in January 2024.

Managed daily operations in a small owner-led retail environment, including staff scheduling, inventory coordination, customer service, and business records.

Supported reliable day-to-day service delivery and administrative organization while balancing operational needs in a family-owned business setting.