Alisa Cooper Gloag
Delta
Summary
Collaborative and dedicated leader with deep roots in the aviation industry and YVR community, and who is passionate about building, leading and motivating an empowered team.
Excellent customer service instincts and relationship-building skills that foster teamwork and drive performance. Comfortable using data and sound judgement to make decisions that positively impact a program's - and it's people's - success.
Overview
18
18
years of professional experience
Work History
Manager, Passenger Operations
Vancouver Airport Authority
09.2021 - Current
- Planned, developed and implemented YVR's first in-house Guest Experience program, transitioning from a 20-year customer service contract
- Lead and coach the 169-person Guest Experience team to exceed service expectations and deliver the passenger experience strategy
- Developed and implemented Guest Experience program strategy, articulating purpose, values, service standards for organizational strategy alignment and role clarity
- Oversee Guest Experience standards and process improvement strategies that drive service delivery excellence
- Leverage and understand data and analytics to make informed operational and program decisions
- Developed a strong people-first culture focused on employee engagement, collaboration, and continuous learning opportunities
Program Manager, Vaccination Centre
Vancouver Airport Authority
01.2021 - 09.2021
- Partnered with Vancouver Coast Health Authority to develop and staff nonclinical operations at the Richmond mass vaccination clinic, delivering over 100,000 COVID-19 vaccinations
- Led a team of 78 employees to deliver a customer-focused, welcoming and organized experience
- Managed a $2-million staffing and operations budget contract with BC Ministry of Health
- Chaired the Vaccine Community Partners Working Group
Customer Relations Representative
Vancouver Airport Authority
03.2020 - 01.2021
- Drafted and implemented a comprehensive communications plan for all terminal consolidation, re-opening and operational changes during the pandemic
- Planned and executed new operations communications processes, cross-departmental updates, operations reports to share operational changes
Innovation Analyst, Innovative Travel Solutions
Vancouver Airport Authority
04.2019 - 03.2020
- Strategized and delivered YVR's innovation programs and projects leveraging design thinking methodology and data analysis
- Co-developed an innovation process workflow for YVR from opportunities gathering to project pilots and implementation strategies
- Led collaborative, cross-departmental ideation workshops as well as data analysis, problem discovery, solution gathering, user experience, journey mapping and persona development
Customer Relations Representative
Vancouver Airport Authority
07.2017 - 04.2019
Principal
Lavender Communications
01.2015 - 01.2017
Manager, Media Relations and Communications
Canadian Cancer Society
01.2014 - 01.2015
Senior Communications Specialist
Vancouver Airport Authority
01.2012 - 01.2014
Communications Specialist
Vancouver Airport Authority
01.2007 - 01.2012
Education
Certificate - Public Relations with Honours
Humber Institute of Technology And Advanced Learning
Toronto, ON01.2004
Bachelor of Arts with Honours - English Literature
Acadia University
Wolfville, NS01.2002
Skills
- Team Leadership
- Operations Management
- People Development
- Critical Thinking
- Teamwork and Collaboration
- Project Management
Volunteer Experience
- Secretary, Parent Advisory Council, Delta Senior Secondary (2024 - present)
- Soccer Coach, South Delta United Soccer Club (2020 - 2021)
- Appointed Board Member, BC College of Social Workers (2016 - 2020)
- Adaptive & Blind Ski Instructor, Whistler Adaptive Snow Sports (2006 - 2013)
Timeline
Manager, Passenger Operations
Vancouver Airport Authority
09.2021 - Current
Program Manager, Vaccination Centre
Vancouver Airport Authority
01.2021 - 09.2021
Customer Relations Representative
Vancouver Airport Authority
03.2020 - 01.2021
Innovation Analyst, Innovative Travel Solutions
Vancouver Airport Authority
04.2019 - 03.2020
Customer Relations Representative
Vancouver Airport Authority
07.2017 - 04.2019
Principal
Lavender Communications
01.2015 - 01.2017
Manager, Media Relations and Communications
Canadian Cancer Society
01.2014 - 01.2015
Senior Communications Specialist
Vancouver Airport Authority
01.2012 - 01.2014
Communications Specialist
Vancouver Airport Authority
01.2007 - 01.2012
Bachelor of Arts with Honours - English Literature
Acadia University
Certificate - Public Relations with Honours
Humber Institute of Technology And Advanced Learning
Similar Profiles
Ben John WilliamsBen John Williams
IT Field Technician at TEKsystems - Vancouver Airport AuthorityIT Field Technician at TEKsystems - Vancouver Airport Authority
Prabhjot SinghPrabhjot Singh
Guest Experience Representative at Vancouver Airport AuthorityGuest Experience Representative at Vancouver Airport Authority
Teresa D'AlessandroTeresa D'Alessandro
Manager, Commercial Services at Vancouver Airport AuthorityManager, Commercial Services at Vancouver Airport Authority