TAWANA RUSSELL

Pembroke Pines, FL

Phone: 754-***-**** • E-mail: ac7zbm@r.postjobfree.com

GUEST EXPERIENCE EXECUTIVE

Transforming Cultures ● Developing Leaders ● Engaging Guests and Employees Proactively

Goal driven, results oriented, savvy leader with 20+ years of management, leadership, training, customer service and human resources skills and experience. An indelible reputation for delivering customer-focused solutions. Documented success in managing high performance and high achieving teams. Recognized for the development, implementation, and management of robust programs that enhance guest experience and improve customer satisfaction and non-aeronautical revenue. Documented recognition for transforming organizational culture and employee engagement.

PROFESSIONAL STRENGTHS

Leadership

Motivation and recognition

Coaching, succession planning and employee development

Process improvement

Program creation and implementation

Conflict resolution

Written and verbal communication

Innovation and initiative

Internal and external guest satisfaction and engagement

Data analysis, interpretation, and implementation

Emergency management and response

Training Development and Facilitation

Interpersonal skills

PROFESSIONAL EXPERIENCE

BROWARD COUNTY AVIATION DEPARTMENT – Dania Beach, FL

County agency responsible for the operation of the Fort Lauderdale-Hollywood International Airport (FLL) and the North Perry General Aviation Airport (HWO).

Airport Manager – Guest Experience, 10/2012 – Present

Leads, plans, directs, and manages all aspects of the department’s Guest Experience section, which consists of 70+ employees and 100+ volunteers.

Prepares and oversees the sections $2.8 million operating budget and the execution and oversight of contracts for the section.

Assists in administering, through subordinates, the planning, scheduling and coordination of business procedures and priorities to meet established goals.

Develops and manages all guest experience initiatives for the Airport and utilizes internal and external customer feedback for the improvement of programs.

Manages all guest experience aspects of the airport’s emergency preparedness and response, including the Airport’s Distressed Passenger Program and Family Assistance Program.

Successful development and implementation of an airport-wide customer service culture: ‘FLL Cares’ Customer Service Training and Recognition Programs for 15,000+ employees. Named and awarded amongst the top ten 2017 Best Customer Service Leadership Training Programs by HR.com’s LEAD awards.

Increased the Volunteer Ambassador program participation by 15% within 6 months and incorporated a therapy dog program.

Manage airport feedback and complaint resolution. Provide analysis and interpretation of data to determine areas of recognition and improvement; and implement process improvement procedures to meet established goals, objectives, and performance expectations.

Responsible for the creation and implementation of policies, procedures, and staff management, according to applicable collective bargaining agreements, and governing laws.

Engages airport stakeholders in both formal and informal meetings to maintain open communications, build relationships, and solve operational and guest experience issues, and incorporate programs that provide an enhanced guest experience.

Assists with the recruitment, onboarding, and training of new employees; providing role model leadership, performance management and rewards and recognition.

Serves as a liaison and maintains collaboration between the Aviation Department, Convention and Visitor’s Bureau, Airport tenants and stakeholders, Broward County agencies, neighboring city officials and government agencies, the general public, and hospitality partners.

Administrative Coordinator II (Customer Service Coordinator), 7/2007 – 10/2012

Managed all customer relations’ initiatives for the Fort Lauderdale-Hollywood International Airport.

Managed customer service staff responsible for receptionist and customer service functions.

Served as a liaison between the Aviation Department, Convention and Visitor’s Bureau, Airport tenants and stakeholders, and Broward County agencies.

Created, implemented, and managed the Aviation Community Service Program.

Managed the operation, design, maintenance, and technical aspects of the Aviation Department’s intranet site.

Created statistical reports and analysis to determine more proficient and effective ways to perform agency procedures and determine necessity of capital projects.

Oversaw complaint handling and conflict resolution.

Managed the Customer Service section in the absence of the Customer Service Manager.

Office Manager, 9/2006 – 7/2007

Recruited to manage office functions and oversee Customer Service Staff. Created, and implemented numerous customer relations’ initiatives for the Fort Lauderdale-Hollywood International Airport. Managed the day-to-day operation and facilitated work among the Customer Service Staff. Responsible for numerous bids, contracts, and budget preparation and analysis. Monitored and coordinated telephone, department, and front desk coverage schedules.

Secretary, 2/2004 – 9/2006

Recruited to provide front desk receptionist and phone coverage. Assisted Customer Service Manager with customer service initiatives and Ambassador Program. Facilitated the completion of work among Customer Service Staff. Processed payroll documents, ordered supplies, and maintained check logs. Provided clerical assistance and contractual support to the Aviation Department. Assisted with budget preparation and annual budget analysis.

EDUCATION & CERTIFICATIONS

WALDEN UNIVERSITY ONLINE – Minneapolis, MN

Doctorate of Industrial/Organizational Psychology and Development (expected graduation 2021)

AMERICAN INTERCONTINENTAL UNIVERSITY – Buckhead, GA

Master of Business Administration: Operations Management – 2012

Dual Bachelors of Business Administration: Human Resources Management and Business Management – 2006

GALLUP CERTIFIED STRENGTHS COACH - 2018

EMERGENCY MANAGEMENT INSTITUTE - FEMA training: ICS 100, 200, 700. 800

SERVICE INSTITUTE AT BARRY UNIVERSITY Customer Service Professional (CSP) –– 2009

AFFILIATIONS

AMERICAN ASSOCIATION OF AIRPORT EXECUTIVES – Member of Customer Service Working Group

AIRPORT’S COUNCIL INTERNATIONAL – NORTH AMERICA – Member of the Marketing and Communications Steering Committee and Customer Service Working Group

SOCIETY FOR INDUSTRIAL AND ORGANIZATIONAL PSYCHOLOGY – Member

AMERICAN PSYCHOLOGICAL ASSOCIATION: Member of Division 13 - Society of Consulting Psychology

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