JENNIFER HUANG

• Lead the coordination and prioritization of regional learning and performance initiatives, ensuring alignment with resource capacity and operational demands.
• Plan and coordinate training and performance support for new equipment deployments, including leading the successful regional rollout of the new Computed Tomography (CT) checkpoint technology in August 2024.
• Supervises and supports Learning and Performance Advisors, managing their performance by ensuring cross-training across all regional programs, maintaining proficiency in infrequent content, and conducting regular quality assurance audits with feedback and coaching to uphold consistent, high-quality training delivery.
• Oversee and audit SCTR delivery of all NTCP training at screening checkpoints, ensuring consistency, compliance, and effectiveness; provide structured feedback through regular meetings to review audit results, offer guidance on solutions, and monitor ongoing improvements.
• Review and regularly follow up with the Screening Contractor on their training processes to enhance efficiency and effectiveness, ensure consistency and compliance, and support the standardization of training practices across the region.
• Perform full scope of duties as a Learning and Performance Advisor, including facilitation of training programs, performance support, and curriculum adaptation based on operational needs.

• Lead classroom and on-the-job training delivery, certifies Screening Officers per CATSA’s National Certification program, and provides ongoing coaching while supporting screening contractors with training exercises and simulations.
• Maintain Learning Management System data integrity, tracking course scores and certifications.
• Support regional Performance Event processes and serve as a subject matter expert, providing guidance on the development of effective remediation training plans for Screening Officers.
• Collaborate with Training and Certification Development at HQ to support the creation of new training materials, assist with national and local program rollouts, and train Screening Officers on new technology.

• Lead and supervise a team of SCTRs, driving their continuous development and performance improvement.
• Develop, monitor, and enforce processes to ensure consistent training delivery and strict compliance with CATSA's National Training Certification Program.
• Plan and forecast training needs, allocating resources efficiently to ensure all training requirements are met, Screening Officers remain compliant with certification standards.
• Conduct regular performance evaluations and provide constructive coaching and feedback to optimize SCTRs’ effectiveness.

Supervise, train, and mentor a diverse group of new-hire Screening Officers, overseeing classroom and on-the-job training to ensure compliance with CATSA standards. Monitor and evaluate trainee performance, providing support to promote both customer satisfaction and employee development. Provide tailored one-on-one coaching for Screening Officers requiring additional support, adapting instructional methods to individual learning styles.

Effectively screened passengers and non-passengers to ensure public safety, resolved issues promptly to maintain a positive travel experience, and provided customer service to diverse groups of travelers, including during the 2010 Olympics.