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Experienced troubleshooter and trainer, able to adapt to changing circumstances and execute.

Professional Experience

  • Team Leader/Global Business Trainer, Aer Lingus
    • Originally responsible for New York site only, but training responsibility extended to support third-party providers. Role continued to grow in scope as department expanded.
    • Supervised Launch On-Site for Two New Call Center Locations including on site training and planning.
    • Responsible for initiatives to improve agent productivity
    • Responsible for new and recurring employee training program, including creation of new lesson plans and presentations
    • Conducted new and recurring employee training
    • Responsible for creating and maintaining global training manual as part of a long-term initiative to document all processes.
    • Set Quality Standards for first and third-party agents and participated in calibration and other quality exercises
    • Perform detailed analysis of workflow issues and recommendations for resolution.
    • Kept employees informed of new policies and procedures, and highlight existing policy based on quality analysis and outside input
    • Supported automation by assisting development teams in mirroring human processes with automation, including launch of Refund Automation project(2019, assisting in second Refund project, 2022)
    • Participated in new systems integration and setup, ensuring issues affecting usability were identified
    • Liaised with other departments and service providers regarding existing systems, processes, and procedures
    • Maintained a high level of proficiency with Aer Lingus proprietary systems as well as third-party products utilized for department functions
    • Conducted 14 CFR 382 training and acted as a Complaints Resolution Official under regulation.
    • Designed and scheduled reports in various disparate systems in order to support data gathering initiatives to determine quality and training obligations
    • Above and Beyond Award – Commercial Division, August 2023
  • Senior Customer Contact Agent, Aer Lingus
    • Supervisor
    • Responsible to lead and make work assignments, provide feedback, participate in on the job coaching and training.
    • Coaching a team of agents will the goal of improved performance
  • Admin/Interline Coordinator/Facilities Manager, Aer Lingus
    • Responsible for coordinating relationships with other airlines
    • Departmental Payroll and various Administrative duties
    • Supplies and interacting with vendors
  • Pricing Associate – Leave Replacement, Aer Lingus
  • System Administrator – Various Websites
    • Administrator – responsible for maintenance and upkeep of linux-based servers and content management systems as well as other hosted open source software.
  • Customer Contact Agent, Aer Lingus
    • Handling the following airline functions: Reservations(Sales); Special Services(including tasks such as contacting hundreds of passengers and reaccommodating them due to cancellations or schedule changes); Refunds; Customer Service.
    • Most Productive Agent, Aer Lingus USA, 14 out of 24 months before Award Discontinued
    • Extra Yard Award, Aer Lingus USA, Oct. 2005
  • Project Assistant to the Service Development Manager, Tompkins Consolidated Area Transit
    • Improving Passenger Information Systems: Data Gathering and Analysis
    • Report Compilation(including Inspection of 235 Bus Shelters to assess need for repair
    • Informal Review of Driver Compliance with ADA regulations
    • Reprogramming of Electronic Destination Signs for Improved Comprehension
  • Student Manager, Ithaca College Kosher Kitchen, Ithaca College Kosher Kitchen
    • Management and Training of Entry-Level Employees


  • Palmer School of Library and Information Science, Long Island University/C.W. Post Campus – Brookville, NY
    • Education Coursework for School Library Media Certification, 2008
    • Masters of Science in Library and Information Science, 2004
    • Certificate of Advanced Studies in Archives & Records Management, 2004
  • Ithaca College, Ithaca NY
    • B.A. Planned Studies – Archival Science. 2003

      • Including coursework in media production, presentation support media, and computer science.
  • Bronx High School of Science, Bronx NY
    • Bronx H.S. Of Science Diploma Specializing in Science and Mathematics, 1999


  • New York State Initial Certification, School Library Media, K-12
  • New York State Public Librarian Certification


  • Computer Skills
    • Network Hardware Installation and Configuration
    • Servers and Systems
    • Linux Systems Proficiency
    • Microsoft Office
    • Intermediate Web design: PHP, CSS, XHTML
    • Content Management Systems(WordPress, Etc.)
    • WordPress PHP development.
    • Elementary Java and C++ programming.
    • Podcasting and Audio Production
    • Educational Coursework
      • School Library Media
      • Information Storage and Retrieval
      • Archival Theory
      • U.S. History
      • Computer Science
    • Basic Coursework
      • Politics
      • Law
      • Management
      • Ethics
      • Anthropology
      • Museum Studies
      • Architecture

Teaching Experience

  • Elmont Memorial High School– Elmont NY
    • Student Teacher, School Library Media, February-March 2008
      • Ordering, cataloging, and weeding of collection and teaching of information literacy classes.
  • Henry L. Stimson Middle School– Huntington Station, NY
    • Student Teacher, School Library Media, February 2009
      • Teaching of information literacy classes.

Honors and Affiliations

  • President, UJC Chapter, Ithaca College, 2002
  • Chairman of Program Board and Religious Affairs Coordinator, Hillel, Ithaca College, 2002-2003
  • Operator, Restorer, and Tour Guide, Shoreline Trolley Museum, 2000-2003
  • President, Society for Technical and Scientific Speakers, Bronx High School of Science, 1998-1999
  • Director of Computing Services, Stuart S. Elenko Holocaust Museum & Studies Center, 1996-1997
  • National Merit Scholarship Honoree

References Available on Request