Sherry Lindsay
Charlotte,NC
Summary
Experienced leader with a track record of implementing operational methods that consistently achieve or exceed strategic targets. Dynamic and innovative problem solver who identifies strengths and opportunities, and devises strategies to maximize impact. Skilled in creating, teaching, and training on process improvements and change management, while fostering an environment that promotes shared growth, opportunity, and success.
Overview
36
36
years of professional experience
Work History
Crew Manager, Inflight
American Airlines
Charlotte, NC
04.2024 - Current
- Extensive experience in enhancing operational reliability and efficiency for both local and global departments
- A proven leader in fostering a culture of dependability, open communication, and accountability within flight services
- Demonstrates exceptional skill in managing operation events, deploying strategic flight service management solutions for crew assistance, and mitigating delays to ensure operational excellence
- Skilled in coordinating with daily operations to address flight attendant injuries, aircraft emergencies, and providing critical rescheduling support amidst operational challenges
- Excels in maintaining operational consistency through effective scheduling, group coordination, and direct support during regular and high-stress scenarios
- Offers coaching and counseling services, reinforcing team strength and resilience
- Proficient in policies and procedures
- Assists with overseeing and assisting with mandatory drug and alcohol testing protocols when necessary to ensure a safe and compliant work environment
- Settled crew member disputes by addressing problems quickly and providing successful mediation.
Director of Operations
Allegheny Health Network
Pittsburgh, PA
04.2015 - 01.2025
- Company Overview: AHN Healthcare@Home
- Responsible for operational efficiency, meeting and exceeding patient/family patient-centered culture to include teamwork and leadership
- Developing people and processes with job coaching and training, to provide the highest quality care to patients
- A leader for overall quality, safety, compliance, customer service and patient experience of health care at home
- Ensure the delivery of quality care to patients, enhancement of business development, and continuous improvement of agency efficiency and fiscal success
- Coordinates with President to develop and implement quarterly and annual strategic plans
- Oversees the integration of the company’s Operations Strategies & efforts and Annual Operating Plan
- Staff development and training
- Monitors productivity of direct reports and implements changes as needed
- Implement performance improvement priorities
- Ensure patient satisfaction through monitoring and trending satisfaction surveys
- Network Emergency Management
- Develops and leverages company incentive and performance improvement plans, which consistently increase profitability and morale
- Achieves high staff morale and retention through various focal points
- Effective communication, prompt problem resolution, proactive supervisory practices, and facilitating a proactive work environment
- Training staff to become creative thinkers, problem-solving, and empowerment as part of the company’s management group
- AHN Healthcare@Home
- Defined, implemented, and revised operational policies and guidelines.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Established and monitored quality assurance standards to achieve operational excellence.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Mentored and coached team members to foster productive and engaging work environment.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Customer Service Manager
American Airlines
Charlotte, NC
09.2022 - 04.2024
- Drive operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
- Look for safety concerns and address them as needed
- Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
- Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity
- Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
- Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagement
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Took ownership of customer issues and followed problems through to resolution.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Director of Programs
Goodwill SWPA
Pittsburgh, PA
04.2010 - 04.2015
- Company Overview: Homeless Shelter for Women & Children through Domestic Violence
- Evaluate the work of staff and volunteers to ensure that programs are of appropriate quality and that resources are used effectively
- Provide direct service and support to individuals or clients, such as handling referrals, advocacy issues, conducting a needs evaluation, facilitating training, or resolving complaints
- Guide all aspects for section 8 housing
- Recruit, interview and hire staff
- Adhere to HR policies and procedures such as hiring, disciplinary processes and timelines, benefits administration, FMLA and confidentiality of employee information
- Maintain a current and up-to-date understanding of and comply with all company policies and procedures, including but not limited to employee performance reviews, setting goals and objectives
- Maintain required staff training
- CPR, First Aid, Food Prep OSHA, etc
- Work in an advisory capacity with residents to help rehabilitate and reintroduce these individuals back into the community
- Teach Life Skills courses
- Case Management
- Homeless Shelter for Women & Children through Domestic Violence
- Identified risks and developed mitigation plans.
- Developed proposals and operational plans within assigned area.
Operations Director
Verizon Wireless
Pittsburgh, PA
07.2002 - 04.2010
- Responsible for high-level escalations to ensure the resolution
- Perform monthly audits on the Business Order Operations Team to ensure orders are processed as customers requested
- Proactively provide analysis of escalations, root causes, potential trends and solutions
- Provide monthly reporting and analysis on escalations, trends and root causes to management & Senior management
- Work closely with the management team, employees and other success partners to achieve department quality goals and reduction of escalations
- Provide effective feedback to Area operations to develop training programs or procedures to improve the customer experience
- Conduct training classes for new employees on programs and procedures
- Audit and observed employees at various store locations for work performance reviews
- Counseled employees with low work review scores to improve work performance
- Liaison between Managers and employees to resolve any issues from work performance to behavioral issues
- Tracked employee attendance and on-time performance and send written notices when out of compliance
- Mentored and supervised diverse workforce, managing scheduling, supervision and performance management.
- Utilized lean methodology to implement quality initiatives and reduce arrears.
Flight Attendant/Customer Service Manager
US Airways
Pittsburgh International Airport
02.1996 - 06.2002
- Managed Gate Agents to ensure on-time departures
- Handled any problems that arise from passengers Inflight and Pre-flight
- Ensured pilots received all clearances
- Performed search down procedures
- Flight Emergency and evacuation; after September 11 ensured all passengers followed new guidelines or security
- Trained employees weekly on new security procedures
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Resolved passenger conflicts and medical emergencies during flights.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
- Answered passenger questions and provided solutions to issues arising during flights.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Used excellent customer service skills in addressing passengers' needs.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Sergeant
United States Air Force
Various Locations
08.1989 - 01.1996
- Military Duties
- Family Support Services
- Crisis Intervention – Wartime Family Intervention
- New Recruit Training – Financial & Behavioural expectations
- Civilian Liaison – if any issues arise with E-1 Recruits
- On Call for any domestic or family issues for E-1 thru E-3 Airman
- Gained strong leadership skills by managing projects from start to finish.
- Proven ability to develop and implement creative solutions to complex problems.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Skilled at working independently and collaboratively in a team environment.
- Applied effective time management techniques to meet tight deadlines.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Excellent communication skills, both verbal and written.
- Created and oversaw new recruit training programs for operations.
- Established and maintained quality control standards.
- Developed lesson plans, instructional materials and written practice tests for recruit training courses.
- Analyzed and evaluated training effectiveness and program outcomes.
- Demonstrated leadership skills in managing projects from concept to completion.
Education
MBA - Master of Business Administration, Training and Development
Duquesne University
Pittsburgh, PA05-2022
Certified Six Sigma Black Belt -
ECornell
Online03-2022
Intermediate Certificate - Leadership
Harvard Business School
Online06-2021
BA - Bachelor of Business Administration
Strayer University
Pittsburgh05.2008
Associate of Applied Science - Business Administration
Community College of Air Force
Nellis Air Force Base11.1995
Skills
- Leadership Development Coaching
- Operational Streamlining
- Business Strategy Development
- Strategic Development
- Certified Six Sigma Black Belt
- Project Coordination Expert
- Continuous Improvement Initiatives
- Effective Presentation Skills
- Effective Team Coordination
- Strategic Resource Coordination
- Customer Relationship Management
- Customer Engagement Strategies
- Process Improvement
- Independent Problem-Solving
- Effective Conflict Resolution
- Supports Behavioral Improvement
- Policy Development
- Staff Skill Enhancement
- Career Development Coach
Timeline
Crew Manager, Inflight
American Airlines
04.2024 - Current
Customer Service Manager
American Airlines
09.2022 - 04.2024
Director of Operations
Allegheny Health Network
04.2015 - 01.2025
Director of Programs
Goodwill SWPA
04.2010 - 04.2015
Operations Director
Verizon Wireless
07.2002 - 04.2010
Flight Attendant/Customer Service Manager
US Airways
02.1996 - 06.2002
Sergeant
United States Air Force
08.1989 - 01.1996
MBA - Master of Business Administration, Training and Development
Duquesne University
Certified Six Sigma Black Belt -
ECornell
Intermediate Certificate - Leadership
Harvard Business School
BA - Bachelor of Business Administration
Strayer University
Associate of Applied Science - Business Administration
Community College of Air Force