Operations Supervisor Customer Service

Shenika A. Phillips

Hampton, Ga 404-***-**** ️ *******.***********@*****.***

Professional Summary

Detail-oriented aviation administration professional with 25+ years of experience in managing airport operations, regulatory compliance, and administrative processes. Skilled in coordinating cross-functional teams, maintaining FAA documentation, and ensuring smooth day-to-day operations within a fast-paced aviation environment. Strong communicator with a focus on efficiency, safety, and service excellence.

Key Skills

- Aviation Operations & Administration

- FAA Regulations & Documentation

- Scheduling & Coordination

- Onboarding/ New Hire Orientation

- Customer Service & Communication (Internal and External)

- Microsoft Office Suite & Aviation Software (OpsSuite, QuickBase, Kronos, etc.)

- Collective Bargaining Agreements (IAM, TWU)

- Crisis Management & Conflict Resolution

Professional Experience

Ground Operations Supervisor/ Station Services Specialist – Southwest Airlines Co.

Atlanta, GA 06/2004 – 04/2025

- Served as a primary source to assist Leadership and Employees in resolving discrepancies or procedural problems.

- Oversight and application of all staffing, salary, attendance, and leave processes executed at a station level.

- Manage and maintain records for audits, compliance reports, and maintenance schedules

- Onboarding of newly hired employees. Participating in orientation presentations and collection of required documents.

Customer Service Agent – America West Airlines

Atlanta, GA 03/2001 – 05/2004

- Provided clerical and administrative support for airport operations department

- Assisted in preparation of regulatory filings and documentation

- Handled internal communications, meeting coordination, and report generation

- Assisted Customers with ticketing and traveling needs.

Education

High School Diploma – Lovejoy High School

Lovejoy, Ga 2000

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