For over 13 years, I've had the privilege of working alongside incredible people in the aviation industry—from frontline teams to executive leadership. What drives me isn't just operational excellence, but the genuine connections I build and the positive impact I can have on people's lives and careers.
My approach to leadership is simple: lead from the heart. I believe that when people feel valued, supported, and empowered, they naturally rise to meet challenges and exceed expectations. Whether I'm developing comprehensive training programs, coaching emerging leaders, or navigating complex operational challenges, my focus remains on the people behind the process.
Currently serving as Field Service Manager at Delta Air Lines in Boston, I work to create environments where teams thrive. From designing engagement tools to implementing strategic initiatives, I'm passionate about removing barriers and creating opportunities for growth. I'm now expanding my expertise through professional certifications in Project Management and Human Resource Management, always seeking new ways to better serve and support the teams I work with.
I developed and maintain a comprehensive 18-page Standard Operating Procedures manual for Boston's Terminal E international operations. The guide includes opening and closing checklists, irregular operations protocols, a crew support matrix for delays, flight attendant work rule explanations, and a complete contact directory. I also built an accompanying SharePoint Leader Resource Hub that serves as a one-stop destination for operational tools, team talk guides, and cross-terminal communication.
I designed and maintain the "Team Talk & Concourse" guide—a dynamic resource I update regularly that equips leaders with daily show times, talking points organized by key updates, safety conversations, and performance metrics. The guide includes recognition callouts for top-performing flight attendants and Pursers, important dates, and security advisories. This tool ensures every leader delivers consistent, meaningful Team Talks aligned with current operational priorities and celebrates our people's achievements.
I built a multi-part recognition ecosystem that includes an Excel-based GST compliance tracking system with conditional formatting to identify flight attendants needing outreach, safeguards to prevent false "zero user" communications, and a detailed process guide for monthly data management. I also created a library of over 90 branded media templates for celebrating team members—covering milestones, birthdays, customer compliments, and peer recognitions. Additionally, I developed "Channel E Vision," a lounge display system that broadcasts real-time performance metrics and FA contributions.
I created and facilitated the 2025 Purser Hiring Information Session program to attract high-performing flight attendants to the Purser role. I designed the presentation curriculum, run-of-show, and follow-up processes, then delivered four sessions. I also developed the PQMT Discussion Summary template used for annual Purser Leader-to-Leader meetings, quarterly newsletters, and action plans. As a member of the systemwide Leader-to-Leader Working Group, I contributed the "Gratitude Standard"—a process of mailing thank-you cards and emailing discussion summaries after each meeting.
I led all communications and coordination for the Boston IFS Lounge relocation from landside to airside in Terminal E—a milestone two years in the making. I developed the pre-event communications strategy, created a detailed run-of-show for opening day, and produced post-move "ICYMI" materials to ensure all team members were informed. I coordinated with IT, facilities (JLL), and security partners (G2) to ensure a seamless transition, and I continue to manage the lounge punch list and improvement requests.
During the July 2024 CrowdStrike outage—one of the most severe irregular operations events in recent history—I identified a critical gap in how we were tracking and closing out with affected flight attendants. I quickly built a centralized reporting and tracking platform that significantly improved efficiency, situational awareness, and follow-up completion. This solution reduced confusion, prevented duplicate outreach, and ensured every impacted team member received timely support and communication during an extremely challenging operational period.
I'm excited to explore opportunities where I can contribute to building strong teams, improving operations, and creating positive workplace cultures. Let's start a conversation.
