KAELEN HEIGHWAY

● Built and maintained strong working relationships with airline partners and internal stakeholders to streamline communication, accelerate issue resolution, and support timely execution of terminal projects.

● Collaborated with internal teams and external partners to identify and implement operational changes or deficiencies, and changes to scope of work, and align procedures with GTAA requirements and contractual obligations to enhance service delivery.

● Generated detailed performance and compliance reports to support data-driven decision making and ensure proactive resolution of service gaps and operational risks.

● Coordinated contractor schedules and planned outages to ensure operational readiness, attended operational briefings, and provided weekly updates to terminal and baggage leadership to ensure smooth project execution and team alignment.

• Monitor timelines, set up of operations, terminal configuration and systems relating to the processing of arriving, departing and connecting passengers to optimise the passenger flow.
• Respond and resolve to Passenger, Government Agency, Tenant concerns with personal interaction, identified, resolved issues and followed up to ensure all issues have been promptly addressed to complete satisfaction by providing service excellence.
• Implemented contingency plans and liaised with airlines and government agencies in the event of shutdowns, irregular operations, and special events.
• Knowledge of CBSA, USCBP, CATSA, requirements, processes and procedures and ability to apply that understanding to the airports numerous rules and regulations

• Successfully oversaw a staff of 70 to ensure that the Canadian Federal Covid-19 Response to Health and Safety Protocols at Pearson Airport. Coordination of various off-site and pilot programs, planned and ensured smooth operational flow of these programs.
• Liaised and communicated with Public Health, GTAA, CBSA and Police Services to streamline Covid Arrival testing adhering to National and Provincial regulations. Identified and implemented proactive adjustments resolving safety and security issues within the testing area.
• Developed and implemented shift schedules and contingency plans to coordinate with flight discrepancies, passenger flow through CBSA.

• Led the B2C demand generation strategy to increase brand awareness and customer loyalty and retention by creating unique experiences for contracted brands.
• Oversaw the operation of pop-up events to increase brand awareness on the frontlines in 700 locations nationally catering to upwards of 50,000 attendees.
• Worked and maintained positive relationships with the following brands: Tim Hortons, Hasoro, Mosaic, RBC, Ontario Lotto, McDonalds, AMEX.