Erika Tanigaki-Luu

addwwf@r.postjobfree.com www.linkedin.com/in/ErikaTanigaki-Luu 213-***-**** Torrance, CA 90505

A top-performing Operations Manager with extensive experience in aviation and customer service. Highly skilled overseeing all facets of daily operations, directing various crewmembers and teams to ensure adherence to established strategies, policies, procedures, and best practices. Proven ability in maintaining comprehensive schedule coordination and resource allocation to ensure streamlined workflow, effective internal controls, and improved profitability. Recognized for evaluating existing operations to identify inefficiencies and redundancies, innovating process improvements to drive effective risk mitigation and adherence to global processes. Fluent in Japanese, Spanish, and English.

Areas of Expertise include:

Operations Management

Resource Allocation

Revenue & Profit Growth

Strategic Planning & Analysis

Human Resource Management

Project Management

Schedule Coordination

Team Leadership & Development

MS Office Suite, 70 WPM

Professional Experience

CATHAY PACIFIC AIRWAYS Los Angeles, CA Aug 2009 – Present

Base Executive (Inflight Service), Feb 2014 – Present

Oversaw a team of 200+ flight attendants based in Los Angeles, ensuring effective performance, and attendance management. Ensure continuous update of Cabin Crew Employee Handbook for all North American bases to maintain adherence to overarching regulations and policies. Attend monthly meetings with the board to handle union negotiations with AFA. Coordinate quarterly volunteer events to drive involvement of base crew and other CX departments. Maintain working knowledge of US bases and Hong Kong processes to ensure operational alignment with global standards; identify areas in need of improvements and provide actionable recommendations. Administer coaching for flight attendants of all categories using CPP to groom leaders and future promotions.

Key Accomplishments:

Enhanced recruitment procedures for base crew hiring, applicable to all US bases including LAX, SFO, and JFK.

Successfully resolved all HR related concerns of base crew, including PDL, FMLA, STD, LTD, and Unpaid Leave.

Rolled-out attendance management program to monitor Cabin Crew Sick Leave to meet quarterly targets.

Duty Manager (Airports), Aug 2009 – Feb 2014

Directed quality control and adherence to established schedules, guidelines, and safety standards; ensured timely turnaround of aircraft in accordance with safety and quality standards for a 5-star Skytrax airline. Directed vendor teams including GHA, catering, and cleaning through quality control checks. Continuously improved passenger experience at LAX based on feedback and survey data. Monitored GHA staff handling CUPAC, CUPID, and Altea Reservation System, leveraging general knowledge of PSS. Coordinated Service Recovery Team events and projects to enhance engagement and involvement.

Key Accomplishments:

Increased ancillary revenue and raised profitability for departing flights.

Collaborated with cargo to increase ramp safety during ground time.

Established new initiatives to raise port performance, achieving top 3 for three consecutive years.

Streamlined baggage-handling service and minimized complaints.

Previous positions include Duty Manager (Airports) for Singapore Airlines, LAX; Diversity Development Intern for Fox Entertainment Group; Business and Legal Affairs Intern for MTV Networks; and Production Intern for 7ate9 Entertainment.

Education & Training

Bachelor of Arts in Humanities; Minor in Chicana/o Studies & Political Science

UNIVERSITY OF CALIFORNIA, LOS ANGELES Los Angeles, CA Summa Cum Laude, Honors, GPA 4.0

Certificate of Continuing Education, Family and Medical Leave Act, National Seminars Training

Complaint Resolution Official Certified (14 CFR 382 – Nondiscrimination on the Basis of Disability in Air Travel)

Honors & Awards

Outstanding Scholastic Achievement and Excellence Award, Golden Key International Honor Society

Outstanding Academic Achievement Award, Academic Advancement Program

Vice Provost Recognition Award, UCLA

National Dean’s List, National Academic Affairs

Certificate of Academic Excellence, Dean’s Honor List

Affiliations

Cathay Pacific Airways - Volunteer Ambassador, South West