Georgia Gibbs
Greensboro
Summary
Personable Customer Service professional with years of experience in the service industry. Utilizes hands-on, critical thinking and decision-making skills to build a strong team environment and promote customer excellence.
Experienced with strategic planning, team leadership, and operational excellence. Utilizes forward-thinking approach to drive business growth and streamline processes. Track record of fostering collaborative environments and achieving measurable results.
Overview
12
12
years of professional experience
Work History
General Manager, Airport Operations
American Airlines
Greensboro, North Carolina
11.2018 - Current
- Communicates procedural changes to Customer Service Managers, front-line team members, and business partners
- Monitors and measures on time performance
- Identifies areas requiring improvement; developing and implementing methods to optimize performance
- Develops and enhances working relationships with business partners while still holding them accountable.
- Ensures all internal audit requirements are followed and accounted for to ensure compliance
- Conducts grievance hearings and serves as a grievance hearing officer as required
- Interprets the company's policies in a professional and positive manner to all customers
Manager on Duty
American Airlines
Boston, MA
03.2016 - 11.2018
- Mentored Customer Service Managers in essential job functions.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals across the organization.
- Ensured compliance with company policies, industry regulations, and safety standards by conducting regular audits and providing necessary training to employees.
- Main Collaterals included Catering, Cabin Appearance and Cargo
Senior Analyst Regional Compliance - Cabin Appearance Compliance Analyst
HDQ
10.2017 - 11.2018
- Lead the Eagle Ground Operations Compliance Team
- Audited Regional Cabin Appearance Compliance
- Approved Corrective Action Reports for audit findings
- Coordinated activities to develop the team through calibration and leveling events
- Collaborated with other departments to ensure alignment of standards
- Worked collaboratively across the American Eagle Regional organization to identify and execute on opportunities to improve overall compliance
- Lead and guided team analysts to ensure high standards were met
Customer Service Manager
Customer Care, Customer Operations, Catering, Cabin Appearance and Department Environmental Coordinator
Philadelphia, PA
04.2013 - 10.2017
- Proficient with Ground Operations, Cabin Appearance and Customer Service manuals
- Developed, mentored and coached customer service and fleet service agents
- Assisted the leadership team with the daily station operation
- Partnered with and supported all work groups and business partners
- Implemented and enforced policies through briefings and other available media
Education
Doctoral Candidate - DBA Business Administration
Drexel University
M.S. - Business Administration – Business Intelligence
Capella University
B.S. - Business Administration – Leadership
Walden University
Hospitality Management
University of Technology Kingston, Jamaica W.I
01.1994
Skills
- Soft Skills: Strong communication and interpersonal skills in relation to Union and non-union work groups and business partners, in-depth, skilled communicator with the ability to maintain cultural sensitivity, establish rapport with diverse union groups and promote team cohesiveness, expertise in resolving escalated customer service opportunities, demonstrated ability to gain customer commitment, and talent for identifying, meeting and exceeding customer and vendor expectations
- Other: Analytical and Business Intelligence skills with a focus on continuous improvement, and proficient with SABRE, Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook)
- Leadership and team building
- Problem resolution
- Operations management
Timeline
General Manager, Airport Operations
American Airlines
11.2018 - Current
Senior Analyst Regional Compliance - Cabin Appearance Compliance Analyst
HDQ
10.2017 - 11.2018
Manager on Duty
American Airlines
03.2016 - 11.2018
Customer Service Manager
Customer Care, Customer Operations, Catering, Cabin Appearance and Department Environmental Coordinator
04.2013 - 10.2017
M.S. - Business Administration – Business Intelligence
Capella University
B.S. - Business Administration – Leadership
Walden University
Hospitality Management
University of Technology Kingston, Jamaica W.I
Doctoral Candidate - DBA Business Administration
Drexel University
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