MaryJoy Toribiong-Woyna
Phoenix
Summary
Over 20 years of leadership role. Successful at promoting improvements in the work area including safe working environment. Polished in assessing systems and developing strategies during irreg OPs and day to day operation to ensure success. Expert in team collaboration, conflict resolution, and maintaining a high standards in service delivery. Strong focus on achieving results, adapting to changing needs, and fostering reliable and efficient work environment.
Efficient Duty Manager versed in task delegation and workflow coordination, promoting efficient, and high-quality operations. Diplomatic and engaging with skill in handling challenging requests with a friendly and knowledgeable support.
Overview
28
28
years of professional experience
Work History
PHX HCC Duty Manager
American Airlines
06.2015 - Current
- Plan, develop, implement, and execute local operating processes in accordance with AA, FAA, and other local regulatory requirements. Ensures daily operations are carried out in accordance with American Airlines and local operating policies.
- Creates and monitors operational plans to mitigate effects of weather, aircraft mechanical problems, air traffic control constraints, or other sources of disruption to the overall airline operation.
- Scheduled and organized daily shift rotations for a team of up to 15 employees.
- Coordinates and collaborates with network regional partners to ensure a consistent, efficient Customer experience.
- Ensures continuous collaboration and coordination takes place with the IOC and other internal departments as well as external agencies and the FAA ATC Tower
- Control Center Harmonization (CCH) projects
- Provides employee engagement opportunities.
- Drives process improvements for internal and external customer satisfaction and improved employee relations.
- Demonstrates a commitment to excellence through continuous staff development programs that enhance employee engagement, service, knowledge, skills, and moral improvement.
- Manages and leads local processes to continuously improve the customer experience.
PHX Customer Service Duty Manager
US Airways
12.2011 - 06.2015
- Upheld compliance and followed US Airways standards to the letter.
- Drove performance and process improvements by performing evaluations of the operation, current procedures, and personnel actions.
- Help improve customer service, quality assurance and service speed by developing and implementing successful solutions (Fast Lane for International passengers).
- Worked closely with other workgroup to ensure seamless transition during merge.
- Oversee day to day Operation to ensure customer service satisfaction for both internal and external customers.
- On going Safety Briefing for Customer Service workgroup to ensure safety at all times.
- Managed / Oversee PHX International workgroup/
Customer Shift Manager
America West
07.2006 - 12.2011
- Maintained professional manner in all customer interactions, answered concerns and resolved problems with a friendly and knowledgeable approach.
- Produced accurate and thorough management reports - delay reports.
- Provided performance feedback and coached employees
- Managed the International Operation and built working relationship with local Immigration and City of Phoenix.
- Managed customer service by assisting staff training, overseeing operations, and resolve issues in a timely manner.
Customer Service Supervisor
America West
06.2000 - 07.2006
- Provide great customer service for all customers.
- Trained and mentor new Customer Service employees with boarding flights and operating jet bridges.
- Assisted manager on duty with running of daily operation.
- Resolved customer issues including GSC and CRO complaints.
- Support frontline employees.
Customer Service Representative
American Airlines
Phoenix, AZ
10.1998 - 06.2006
- Worked at the Ticket Counter checking in passengers, selling tickets, collecting fees. I also worked at the gate boarding flights and ensuring safety and on time departures.
Education
Bachelor of Science - Criminal Justice Administration
Western New Mexico University
Silver City, NM05-1995
Skills
- Strategic Thinking
- Team Building / Collaboration
- Active Listening / Empathy
- Problem-Solving
- Time management
- Attention to detail
- Professionalism and integrity
- Relationship building
- Delegating work
- Work planning and organization
- Policy implementation
- Operations management
Timeline
PHX HCC Duty Manager
American Airlines
06.2015 - Current
PHX Customer Service Duty Manager
US Airways
12.2011 - 06.2015
Customer Shift Manager
America West
07.2006 - 12.2011
Customer Service Supervisor
America West
06.2000 - 07.2006
Customer Service Representative
American Airlines
10.1998 - 06.2006
Bachelor of Science - Criminal Justice Administration
Western New Mexico University