Kathleen Clements
Reston
Summary
Detail-Oriented, Delivery-Focused Program Manager More than 20 + years managing every aspect of complex and multi-faceted programs – specifically in the aviation industry – focused on exceptional delivery, amazing customer experiences, team building and ensuring expectations are exceeded.
Overview
21
21
years of professional experience
Work History
Duty Manager of Training
Piedmont Airlines
09.2022 - Current
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Executive Director
Star Travel LLC
04.2018 - Current
- Cultivated and maintained industry relationships and customer partnerships to capitalize on opportunities and maximize business success.
- Monitored business trend forecasts and adjusted budgets and operational plans to maximize growth and opportunities.
- Defined quality metrics and KPIs by checking RFI and RFP processes.
- Oversaw strategic business decision-making to develop, enhance and enforce business mission.
- Built relationships with strategic partners leading to business development opportunities.
- Recruited and hired talented professionals with drive and dynamic skills to build success within organization.
- Established new workflow and employee training processes to improve operational efficiency.
- Developed and maintained strong business relationships between departments.
Regional Director
CLEAR LLC
06.2016 - 02.2018
- Analyzed team performance on weekly basis through review of in-depth reports.
- Participated in round table discussions to brainstorm business strategies.
- Encouraged work environment conducive to development of high performing teams by implementing unique sales incentive programs and was consistently in top 3 nationwide for 12 consecutive months.
- Coached and developed direct reports for operation of up to 75 employees at Washington Dulles & Washington Reagan airports.
- Trained, managed and motivated employees to promote professional skill development.
- Motivated employees to share ideas and feedback.
- Recruited and hired individuals demonstrating passion, dedication and added value to team.
- Represented integrity and professionalism in business, serving as mentor and role model to staff.
- Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.
Quality Assurance Manager
ABM Aviation
11.2014 - 06.2016
- Managed company onboarding processes, interviewing and selecting new front line personnel and cultivating teamwork and technical proficiency in training.
- Created and implemented training on safety & security procedures as governed by TSA, FAA and OSHA requirements.
- Drafted and developed recurrent training to optimize processes and workflow.
- Met with stakeholders weekly to identify strength problem areas, failure trends, faults in methods and procedures, and other deviations from quality standards.
- Served as the company authority on quality assurance and regulatory matters and consulted with executive leadership team to resolve concerns in support of the company standards.
Manager of Customer Service
Air Wisconsin Airlines Corporation
03.2004 - 11.2014
- Assisted with the coaching and development of our nationwide Managers in Training program writing and developing curriculums for new supervisors across 27 line stations.
- Liaison between mainline United and United Express partners ensuring a consistent product to achieve superior customer satisfaction.
- Led a team of 150 + union employees to proactively resolve customer service concerns and operational issues.
- Facilitated consistent management and maintained high employee morale through positive reinforcement and constant communication.
- Coached and counseled personnel and provided guidance to team on CS skills and operational performance goals.
- Conducted Union grievance investigations and worked with leaders to dismiss employees, when necessary, for performance issues.
Education
Travel & Tourism -
International Travel School
06.1987
Skills
- Program monitoring
- Talent management and staffing
- Team leadership, training and development
- Compliance and regulations
Accomplishments
Outstanding Performance Award” two years in a row from the Larry King Cardiac foundation for providing excellent customer service to his V.I.P. clients attending his yearly charity events.
DATA ( Dulles Area Transportation Association) 2013 Excalibur Award Honoree for supporting and promoting effective transportation options for those living and working in the Dulles corridor.
2021 Shining Star recipient from the Girl Scouts of Nations Capital.
Affiliations
Job Related Training
Fundamentals of Human Resources
Managing in a Virtual Environment
Airlines Reporting Corporation Specialist
Myers Briggs Type Indicator (ENFJ)
Member of IATA-International Association of Travel Agents (1990-present)
Additional Information
Other Information
Multi Million Dollar Fundraiser
Girls Scout Leader Nation’s Capital (Membership Specialist, Teen Troop Organizer & Recognitions Chairman)
Certified in First Aid and CPR
High Blue Belt Taekwondo
Timeline
Duty Manager of Training
Piedmont Airlines
09.2022 - Current
Executive Director
Star Travel LLC
04.2018 - Current
Regional Director
CLEAR LLC
06.2016 - 02.2018
Quality Assurance Manager
ABM Aviation
11.2014 - 06.2016
Manager of Customer Service
Air Wisconsin Airlines Corporation
03.2004 - 11.2014
Travel & Tourism -
International Travel School
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