Audrey D. Phippen
Phoenix
Summary
Results-driven airport operations leader with over 11 years of experience in aviation management. Specializing in operational management, security compliance, and staff development. Proven expertise in driving process improvements, ensuring regulatory compliance, and leading high-performing teams. Passionate about advancing aviation security and ready to contribute as Director, Airport Badging & Security at BNA.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Duty Manager, Operations
Sky Harbor Airport / Piedmont Airlines
09.2019 - Current
- - Lead a team of 7 supervisors, 12 managers, and over 200 employees, ensuring daily operations run smoothly at a major hub airport.
- - Ensure strict compliance with TSA requirements and the Airport Security Plan (ASP), while maintaining exceptional security and operational efficiency.
- - Serve as the primary liaison for operational readiness, security initiatives, and stakeholder engagement.
- - Develop and implement standard operating procedures (SOPs) to ensure regulatory compliance and streamline operations.
- - Conduct audits and inspections, including badge issuance and restricted area access, to ensure safety and security adherence.
- - Spearhead departmental process improvements to enhance efficiency, customer service, and overall operational excellence.
- - Oversee quarterly shift bids, performance metrics, and staff training programs to sustain high standards of excellence.
Customer Service Manager
Sky Harbor Airport / Piedmont Airlines
04.2014 - 09.2019
- - Supervised frontline staff, ensuring strict adherence to security and safety protocols in a dynamic airport environment.
- - Collaborated with management and regulatory agencies to address security challenges and implement solutions.
- - Led comprehensive training initiatives, including irregular operations handling, to prepare staff for security and operational contingencies.
- - Monitored performance metrics, safety compliance, and customer service standards to uphold operational excellence.
Education
Bachelor of Science - Business Marketing
Grand Canyon University
Phoenix, AZ04.2018
Skills
- - Airport Security Operations
- - TSA Compliance & Airport Security Plan
- - Regulatory Audits & Inspections
- - Leadership & Staff Development
- - Project Management & Budget Oversight
- - Conflict Resolution & Crisis Management
- - Process Improvement & SOP Development
- - Data Analysis & Reporting
- - Customer service enhancement projects
- - Motivational leadership
Certification
- - Eligible to obtain and maintain SIDA and AOA clearances.
- - Completed extensive TSA and airport security compliance training.
References
Available upon request.
Accomplishments
- - Improved department performance scorecard from D+ to consistent A ratings within the first year of leadership.
- - Led the transition and training program for gate agents during technology platform migration.
- - Developed and implemented irregular operations training for over 100 agents to strengthen security readiness.
- - Received "Real American Hero" award for exceptional crisis leadership during a medical emergency at Sky Harbor Airport.
Timeline
Duty Manager, Operations
Sky Harbor Airport / Piedmont Airlines
09.2019 - Current
Customer Service Manager
Sky Harbor Airport / Piedmont Airlines
04.2014 - 09.2019
Bachelor of Science - Business Marketing
Grand Canyon University
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