Overview
Work History
Education
Skills
Accomplishments
Timeline
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Michelle Gardiner

Calgary,Alberta

Overview

13
13
years of professional experience

Work History

Agent Supervisor, Trainer for Operations

Flair Air, American Airlines, Air Canada, WestJet
Calgary, AB
06.2018 - Current
  • Provided direction, guidance and support to agents while managing flight departures and arrivals at international airport.
  • Resolved escalated customer issues in a professional manner while balancing passenger needs with business policies and regulations.
  • Communicated with airport operations team to confirm gates, extend departure times, request security and report equipment or system outages.
  • Worked with customs officials to assist with passenger entry or departure requirements.
  • Coordinated with security check points to prioritize passenger processing based on departure times.
  • Tracked baggage through airport and World Tracer system to reunite passengers with misdirected luggage.
  • Coordinated with ramp crew to ensure aircraft servicing and loading was on time for departure.
  • Worked with flight crew during boarding to provide passenger information for calculations and regulatory compliance.
  • Enforced boarding denials for any passenger that didn't meet document, health or behavior requirements.
  • Created and adjusted bookings as needed based on passenger requests or flight disruptions.
  • Addressed passenger needs, pre and post travel, on social media, chat platforms and phone
  • Processed APPR, DOT and EU passenger rights claims applying the applicable regulations based on flight detail eligibility
  • Analyzed training materials and structure for various airline roles to ensure material was up to date and effective, adjusting where needed.
  • Trained new and seasoned agents on systems use, regulatory requirements and airline policy and processes.

Learning and Development Manager

Deep Blu Global
Calgary, AB
10.2016 - 06.2018
  • Created eLearning modules using various authoring tools.
  • Developed job aids and other reference materials that could be used by employees after training was complete.
  • Advised management on best practices related to Learning and Development strategies.
  • Planned and led training programs on staff development to enhance employee knowledge, engagement and performance.
  • Effectively trained instructors and supervisors on techniques for managing employees.
  • Designed training modules to combine performance management with engagement techniques for improved results.
  • Led training classes and recorded instruction for later use.
  • Delivered training material to diverse audiences applying a flexible approach to meet student needs.

Logistics Coordinator

FMi Logistics and Metro Logistics
Calgary, AB
03.2013 - 10.2016
  • Organized and monitored the shipment of products in accordance with customer requirements.
  • Created reports on freight costs, delivery timelines, invoices and other related information.
  • Collaborated with internal teams to coordinate shipments between multiple locations.
  • Ensured accurate completion of customs documents for international shipments as required by law.
  • Prioritized work based on business demands and freight delivery times.
  • Identified root causes of service failures and implemented appropriate remediation measures to prevent future issues.
  • Directed team activities by establishing task priorities and providing guidance.

Senior Quality Analyst

Evraz
Calgary, AB
12.2010 - 12.2012
  • Structured QA department and outlined administrative roles within it for improved organization and productivity.
  • Developed SOPs and implemented quality assurance processes, procedures, and standards to ensure proper analysis reporting and communication of product quality.
  • Trained new Quality team members on established procedures and techniques used in assessing, recording and communicating product analysis data.
  • Contributed to business growth by analyzing and confirming customer satisfaction with service and quality.
  • Performed root cause analysis of reported product and shipping defects and developed corrective action plans accordingly In conjunction with other stakeholders.
  • Collaborated with cross-functional teams such as Engineering, Logistics, and Operations to ensure product quality goals were met.
  • Identified process improvements that would reduce costs while meeting ISO 9001 requirements for production quality.
  • Leveraged Six Sigma principles to identify and communicate compliance risks and quality improvement opportunities.
  • Implemented Change Management initiatives to improve final results.

Education

Associate of Arts - Business

University of Phoenix
Phoenix AZ
02-2012

Skills

  • Analytical problem solver
  • Continuous improvements (lean and Six Sigma)
  • Diversity and Inclusion
  • Course Materials Development
  • Leadership Development
  • Training Program Design
  • Quality Assurance
  • Team building and engagement
  • Employee Coaching and Development
  • Regulatory compliance
  • Research and data analysis

Accomplishments

  • Used Six Sigma techniques to structure the organization of warehouse space, processes and shipments for all Walmart stores west of Ontario out of the limited 27,000 square feet we were given. Results were so successful that our head office was asked to share our methods and strategies by The US Military to help them improve their logistics efficiency.
  • Lead a lean project team tasked with reducing product deficiency claims at a branch of an international steel manufacturing plant. Facilitating the root cause analysis with various department reps we successfully identified the cause of defects and quickly implemented a low cost solution by creating an additional process. Resulted in a 100% reduction in that claim type, leading to a projected $4 million in savings a year, based on the previous 5 year average.
  • Structured and facilitated my first class of 27, double the usual number of new employee participants, without an assistant. Out of this group, only 1 was lost to attrition, 75% graduated after 2 weeks and the remaining completed training at the usual 3 week mark. Previous training completion rates averaged 75%. In their first month on the job, my students were responsible for 40% of company sales and three of my students were in the top five performers company wide. In the next quarter, those initial students remained consistently among the top performers and collectively averaged 36% of company sales but only made up 20% of the entire team.
  • Suggested and lead a quality initiative to reduce regulatory infractions by new employees from a contributory average of 40% to a maximum of 25% a month. Implemented a contextual follow up training session combined with individual insight and coaching sessions and successfully reduced and maintained non-compliance to an average of just 18% a month.

Timeline

Agent Supervisor, Trainer for Operations

Flair Air, American Airlines, Air Canada, WestJet
06.2018 - Current

Learning and Development Manager

Deep Blu Global
10.2016 - 06.2018

Logistics Coordinator

FMi Logistics and Metro Logistics
03.2013 - 10.2016

Senior Quality Analyst

Evraz
12.2010 - 12.2012

Associate of Arts - Business

University of Phoenix

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Michelle Gardiner