Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Colleen Edwards

North Vancouver,BC

Summary

Experienced People Manager dedicated to elevating customer's experience and ensuring operational excellence to fund future growth. Proven track record in leading teams to Rise Higher, surpassing safety and customer experience standards. Skilled in fostering a culture of continuous improvement and employee development to drive success. Committed to implementing strategic initiatives that enhance customer satisfaction, elevate brand reputation and secure long term viability. Strong communicator with a focus on collaboration and innovation leveraging expertise in airport terminal operations, airside operations, long term and day of staff deployment to achieve organizational objectives.

Overview

10
10
years of professional experience

Work History

Manager, Operations Resource Deployment

Air Canada
08.2022 - Current
  • Responsible for overseeing the Resource Deployment functions for ITO & ASO Deployment
  • Directly managed ITO & ASO Deployment teams to ensure alignment with resource plans
  • Successfully reduced accountable delays by providing coaching and guidance to the team
  • Reviewed Advance Planning staffing levels to ensure customer service levels were met through appropriate staffing levels day of operations
  • Managed and oversaw the scheduling and implementation of DEI training for all frontline employees and management
  • Ensured OT/UT targets were pursued to meet financial targets while considering operations requirements
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Exceed targets for ART, ACpedia compliance, and created best practices to enhance operational efficient and effectiveness

Workforce Planning Manager - Advance Planning

Air Canada
11.2020 - 08.2022
  • Responsible for advanced manpower planning for all Western stations (YWG,YQR,YXE,YEG,YYC,YVR)
  • Developed and maintained courteous and effective working relationships with all stations including all levels of management and union.
  • Collaborated with stations and local planning to ensure sufficient manpower, adjusting manpower as required to flight schedule changes and customer loads.
  • Assisted with numerous mitigation programs during the pandemic, involved in both Unifor and IAMAW layoffs, off duty status and recall, hiring process
  • Established consistent plan for recall process for Unifor employees in the West to ensure success reintroduction to the workplace
  • Oversaw daily operations to ensure high levels of productivity.
  • Proved successful working within tight deadlines and fast-paced atmosphere.

Resource Planning Manager - YWG Oversight

Air Canada
01.2016 - 08.2022
  • Work with Corporate Resource Planning in developing and implementing staffing requirements
  • Develop, implement and administer all employee bidding processes for work schedules and vacations
  • Engage and build working relationships with the functional groups and local Union leadership
  • Worked directly with local management team to ensure daily / weekly / monthly staffing requirements are met
  • Anticipate, identify, and resolve staffing issues with a results-oriented approach
  • Assume local leadership, as assigned, for specific local initiatives for process & performance improvement within the Resource department
  • Adjust staffing levels in response to operational changes
  • Liaise with union representatives to address employee concerns
  • Manage all aspects of Resources including training, scheduling, and skill tracking, maintaining overview of staffing outlook requirements for each location
  • Manage all union time clearances for IAM and UNIFOR workgroups
  • Work with union CRC / WSRC committees during work schedule development, produce all material required for open bids (bid packages/documentation and timelines)
  • Assist with creating monthly schedules for maximum utilization of manpower and skillsets
  • Manage short and long term mitigation plans in order to meet or exceed station monetary budget goal
  • Provide Manager, Resource Planning with weekly information regarding outlook, team projects and progress reports

Resource Deployment Manager

Air Canada
06.2015 - 11.2020
  • Responsible for managing, coordinating and monitoring various activities and processes to achieve excellence in the areas of safety, operational and customer service standards for the in-terminal operations group
  • Empowered, supported and developed trusted relationships with employees, always ensuring they are setup for success to Win as One by leading by example
  • Supported PSS implementation for YVR and YWG, ensuring targets met for training and sustainment
  • Coached employees and motivated and engaged individuals and the team to build a positive and healthy working environment
  • Developed daily staff rosters, including filling vacancies, reassigning staff, hiring overtime, managing under-time, identifying exceptions and risks
  • Assisted with eSS/Staff Admin implementation in all Western stations, and provided ongoing support when required for deployment in numerous bases
  • Extensive knowledge in collective agreements for both union groups Unifor and IAMAW
  • Provided additional support to operational CEM's when required, during irregular operations to ensure our customers are handled with care & class

A/Resource Planning Manager

Air Canada
08.2017 - 11.2017
  • Responsible for resource planning for YYC with support to other Western stations and YHZ
  • Oversaw and developed Manpower strategies and alignment with the Manpower Deployment teams
  • Ensured customer experience levels were met through staffing productivity and fiscal responsibility
  • Reporting to Western Canada Resource Manager ensuring to meet monthly reduced overtime targets and minimizing overtime by maximizing all resources available including cross-utilization within the parameters of the collective agreements

Customer Sales and Service Agent

Air Canada
11.2013 - 06.2015
  • Maintained high customer satisfaction standards to meet or exceed targets
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution
  • Followed up with customers about resolved issues to maintain high standards of customer service

Skills

  • Exemplary interpersonal, leadership and problem solving skills independently and collaboratively, with the ability to apply creative solutions that have a positive impact on results and able to respond quickly to situations
  • Proficient in handling conflicts and fostering a positive work environment, ensuring smooth collaboration among diverse teams and stake holders
  • Excellent critical thinking to make effective decisions and adapt to rapidly changing situations while maintaining composure and flexibility in high stress environments
  • Proven track record of anticipating, identifying and resolving customer experience and operational issues promptly and effectively
  • Energetic, goal oriented, reliable and capable of multi-tasking
  • Solid background in In-Terminal Operations, including resource deployment and safety compliance
  • Commitment to serving as a role model for safety awareness and compliance with government and company safety standards and regulations
  • Proficient in CM,Staff Admin, Staff Manager, Staff Connect, Webfocus, Windows platforms, Microsoft applications and data entry

Accomplishments

  • Collaborated with team to hit and succeed targets for trainings prior to target dates for numerous projects
  • Planned and followed through many different irregular operations and customer experience recovery plans
  • Mentor to new Customer Experience Manager's and Resource Deployment Manager's joining the Vancouver team
  • Successfully managed mitigation transition of 30+ employees from YWG Call Centre to YWG Airport in 2017

Timeline

Manager, Operations Resource Deployment

Air Canada
08.2022 - Current

Workforce Planning Manager - Advance Planning

Air Canada
11.2020 - 08.2022

A/Resource Planning Manager

Air Canada
08.2017 - 11.2017

Resource Planning Manager - YWG Oversight

Air Canada
01.2016 - 08.2022

Resource Deployment Manager

Air Canada
06.2015 - 11.2020

Customer Sales and Service Agent

Air Canada
11.2013 - 06.2015

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Colleen Edwards