Ashley Laura-Leigh Massey
Myrtle Beach
Summary
Accomplished Station Manager with a proven track record at UNIFI/Delta & United Airlines, specializing in airline operations and team development. Transformed processes for optimized efficiency, leading to three consecutive Station of the Month awards. Expert in operations management and effective communication, consistently exceeding operational and financial goals through strategic leadership and talent recruitment.
Overview
6
6
years of professional experience
Work History
Station Manager
UNIFI/Delta & United Airlines
05.2024 - 01.2025
- Updated weekly and monthly program schedule by establishing program availability and determining best time to air.
- Built partnerships with customers and sets the example for the delivery of exceptional customer service.
- Reviews operational and financial reports to ensure station is meeting goals and objectives and takes corrective action as required.
- Ensures compliance with policies and procedures, rules, standards, customer requirements and governmental/regulatory requirements.
- Participates in employee relations investigations when complaints arise and resolves issues in a professional and timely manner.
- Promotes and adheres to policies concerning Safety, Anti-Harassment and Equal Employment Opportunity.
- Recruits new employees to ensure appropriate staffing, promotes team-building initiatives and performs coaching/mentoring activities to develop and motivate team members.
- Ensure that employees are properly trained and audit safety records as needed.
- Sets, measures and manages performance of self and others. Leads team members in achieving/exceeding operational and financial objectives and goals.
- Ensures compliance with rules and standards of all relevant regulatory agencies and applicable laws.
- Performs other related duties as assigned within the appropriate skill and experience capabilities expected for this position.
- Ensures that above all SAFETY is the number 1 priority.
Performance Manager
Unifi/ United Airlines
03.2023 - 05.2024
- Transformed existing processes and rebuilt platform to optimize information utility and process efficiency.
- Leveraged analytical tools to provide insight and enhance performance.
- Managed quality control process to drive accuracy of performance inputs.
- Monitored key performance indicators and built processes to support partner performance and growth.
- Led teams to drive results and meet production, quality and safety goals.
- Delivered station of the month 3 months in a row.
- Ensured all operations were adhering to all safety guidelines and stayed actively involved all aspects of the operation
Supervisor Customer Service
Unifi
03.2021 - 03.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Maintained the schedule for all operations.
- Participated in multiple Safety and Quality Assurance Audits
Customer Service Agent
Unifi/ United Airlines
12.2018 - 03.2021
- Responded to customer requests for products, services, and company information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Education
Associate of Science - Accounting
Saint Leo University
Saint Leo, FL05-2009
Skills
- Airline operations
- Quality service
- Operations management
- Effective communication
- Team development
- Staff training and development
- Vendor relationship management
- Talent recruitment
- Qualified CSR/Ramp Agent for Delta and United
- Jetbridge Instructor
Timeline
Station Manager
UNIFI/Delta & United Airlines
05.2024 - 01.2025
Performance Manager
Unifi/ United Airlines
03.2023 - 05.2024
Supervisor Customer Service
Unifi
03.2021 - 03.2023
Customer Service Agent
Unifi/ United Airlines
12.2018 - 03.2021
Associate of Science - Accounting
Saint Leo University
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