PROFESSIONAL SUMMARY

I am a Board Certified Professional Coach who works with individuals and organizations to improve their performance and contribution. By combining my years of management, leadership, overseas experience, coaching and training I am able to bring out the best in others and allow them to realize their greatness. I excel in developing a strong, productive team which is focused on results and operates under a community of respect. I take a genuine interest in each person’s success and support them as they acknowledge their best ideas while watching their confidence and satisfaction improve.

My past includes over 24 years of experience in the aviation/airline industry throughout the Americas and the Middle East where I held leadership roles and created dynamic, recognized teams which produced excellent results. My relevant coaching and training experience is in leadership and management performance, business start-ups, employee motivation and empowerment and organizational leadership and transitions.

As a natural teacher, I am passionate about sharing information and seeing others succeed. My empathy and warmth contributes to my success in assisting individuals in gaining insights about themselves and getting to the heart of the matter resulting in rewarding and lasting change. While facilitating workshops and training sessions my goal is the complete interaction of all participants to ensure that the most benefit is received by all.

CORE COMPETENCIES

Certified Professional Coach – Graduate of business and life coach training with International Coach Academy.

Proven track record of excellent evaluations, awards, and professional achievements.

Instructor experience: (new station start-up / corporate training classes / support team assignments and OJT)

Board Certified Coach (BCC) with the CCE

High level of business acumen, management and analytical skills.

Adept in the use of Emotional Intelligence in the workplace and classroom.

Three plus years of international business unit experience as a GM and country manager in Kuwait and Bahrain.

Well-traveled with exposure to over fifty countries and cultures.

Five years of management experience as an Operations Supervisor.

Recent successes in managing with a coaching approach and establishing myself as a respected leader.

Understand people and aim to create a synergetic team environment and well-versed in HR issues, employee satisfaction and engagement.

PROFESSIONAL EXPERIENCE

TRAINING & COACHING

Worked as a Station Operations Instructor overseas and in the U.S. delivering training on airline operations and aircraft servicing and handling as well as curriculum development.

Scored 100% on a customer service skills examination in 2005 and was asked to join the regional technical support desk and station training team.

Created curriculum for training modules and classes related to job-specific training in the areas of: leadership, aircraft servicing and handling, conflict resolution, problem solving, listening, customer service and more.

Mentored and trained new Operations Supervisors and Customer Service Representatives.

Managed the planning and execution of training delivery for over 200 vendor staff on a quarterly and annual basis in a combination of classroom and computer-based learning in partnership with the service provider.

LEADERSHIP & MANAGEMENT PRESENCE

Planned and managed a six million USD budget for the Kuwait and Bahrain stations; responsible for all accounting functions identifying accruals, variances and cost reductions.

Actively working as a leadership, business and transition coach with private clientele.

Led a successful expansion in 2010 with the addition of our Bahrain route which grew the station 100% in both staff and operations. Performance improved and passenger revenue grew 27% with the new flying.

Negotiated a handing contract with a new service provider which reduced costs over 1.8 million dollars and improved service levels and performance.

Responsible for all HR issues with the United team. Created a supportive workforce based on dignity and respect which experienced zero negative turnover during my tenure.

Encouraged an open door policy with my direct staff as well as service provider team and would regularly take time to engage them in individual and group discussions.

Station Operations Center Facilitator for the United Express expansion in 2004 where one airline was replaced by six flying partner carriers. Acceptance of change and new work procedures was the focus of this facilitation project.

As the chosen management liaison I chaired monthly meetings to identify the union workgroup’s (operations agent’s) concerns and sought equitable resolutions which benefited both the company and the agents’ interests.

Managed with a coaching approach, always encouraging sharing of knowledge and a supportive work environment. Results were improved performance and recognition with divisional, corporate and local awards and certificates of appreciation (See Awards Below).

FACILITATING STRATEGIC PLANNING & RESULTS

In Kuwait and Bahrain, I developed a dynamic team by managing with a coaching approach which recognized each team member’s individual best. The results were measured in terms of improved performance, employee engagement and an environment based on respect and idea sharing.

Transformed a poor-performing and non-compliant business unit to a model unit in one year by coaching and training the team on standard work procedures to enhance service levels, performance and quality assurance compliance.

Managed the organization through a successful re-startup in 2010 when we moved to a new service provider. Our success was due to the team effort and contribution.

Proficient in strategic, long-range planning and execution contingent on commitment from internal and external customers all working towards a collective goal.

Strategically set up the organization for succession planning. Upon my departure three promotions occurred within the team: General Manger, Supervisor and Service Director.

Developed a winning business unit which was recognized for the most improved customer service levels in 2009 and 2010 based on customer surveys.

PROFESSIONAL WORK HISTORY

BUSINESS SUCCESS COACH NETWORK, Global Clientele 2012 - present

Leadership, Business and Transition coaching and training

CLEAR INSIGHTS COACHING, USA and Kuwait 2011 - present

Leadership, Business and Transition coaching and training

UNITED AIRLINES, Kuwait City, Kuwait and the Kingdom of Bahrain 2008 - 2011

General Manager Airport Operations and Cargo – Kuwait and Bahrain

RABBIT EARS MANAGEMENT, LLC March 2005 – June 2008

Owner / Manager - Vacation Rentals in Steamboat Springs, CO

UNITED AIRLINES, Dulles VA May 2004 – March 2008

Customer Service Representative / training team member / regional technical help desk

UNITED AIRLINES, Dulles VA March 1999 – May 2004

Supervisor - Airport Operations & Gate Controller

UNITED AIRLINES, Various locations in the USA September 1987 – March 1999

Customer Service Representative / Corporate Trainer / Service Director

SELECT UNITED AIRLINES’ TRAINING & FACILITATION ASSIGNMENTS

Training and Support Team, Washington Dulles, Customer Service 2004 - 2008

On the job trainer, regional help desk support, operations mentor and trainer

Corporate Training Department, Worldwide (domestic/international instructor) 1991-1998

Station operations & aircraft handling instructor, seasonal station support and customer service skills

Latin America Expansion: Caracas, Buenos Aires, Montevideo, Guatemala City, 1992

San Salvador and Los Cabos, Mexico

Station Operations & aircraft handling Instructor / new station start-up support team

EDUCATION

TOASTMASTERS (SPEECH CRAFT INTENSIVE) 2012

Public Speaking certification workshop

INTERNATIONAL COACH ACADEMY 2010-2011

CPCP – Certified Professional Coach Program

Accredited with the International Coaching Federation (ICF)

THOMAS EDISON STATE COLLEGE, Trenton NJ 2008

Degree Earned: BA in Psychology

THE ARAB ACADEMY and THE AWARE CENTER 2007-2012

Arabic instruction

DANIEL WEBSTER COLLEGE, Nashua, NH 1997

Degree Earned: Associates degree - Liberal Arts

LA ESCUELA DE SAN JOSE EL VIEJO, Antigua, Guatemala 1991

Intensive Spanish language studies

SKILLS

Language skills: Fluent in English and Spanish, intermediate Italian and Arabic

Computer skills: Proficient with Microsoft Office suite. Typing speed of 70 wpm

CERTIFICATIONS

Board Certified Coach (BCC) with CCE

Speech Craft by Toastmasters – Public Speaking Intensive

Arabic level 4b & level 5 – The AWARE Center

Upcoming Associate Certified Coach (ACC) - International Coach Federation

AWARDS

2011

United Airlines - 2010 Annual President’s Award winner (revenue generation of 2 million USD)

U.S. Embassy Kuwait - Certificate of Appreciation

National Aviation Services – Award of Appreciation - Teamwork

2010

U.S. Embassy Kuwait - Certificate of Appreciation

United Airlines - President’s Award / Second Quarter

2009

United Airlines - Atlantic Region Humanitarian Award

United Airlines - Certificate of Appreciation – ORD Leadership Team

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