Michele Battle

Experience

• 

  CBS Collegiate Sports Properties

  Aug 2010 - Jan 2013

  Intern
• 

  Bluebird Event Destination Management

  Feb 2012 - Aug 2012

  Intern
• 

  Nexstar Media Group, Inc.

  Jan 2013 - Oct 2013

  Account Executive

  ABC 4 CW 30 PCTV- Developed marketing strategies that focused on both short and long term goals of clients- Implemented marketing strategies to grow revenue for clients by offering specialized advertising campaigns- Strived to advance current relationships while maintaining and developing new accounts

• 

  US Airways

  Feb 2013 - Nov 2014

  - Continually increased company revenue by promoting membership and day pass sales- Upheld the highest reputation for US Airways and American Airlines while providing high-caliber services to all Elite and ConciergeKey members- Assisted club members with ticketing using QIK reservation system

  • Premium Services Representative

    May 2014 - Nov 2014

  • Customer Service Agent/Open Time Supervisor

    Feb 2013 - May 2014
• 

  American Airlines

  Nov 2014 - now

  - Efficiently lead a department of 80 team members inclusive of our food and beverage and janitorial business partners- Manage a $4.4 M annual budget and meet financial goals by properly executing month-end close and P&L’s- Provide consistent employee engagement through staff meetings, documented employee recognition and accountability and annual performance reviews- Promote customer loyalty and drive premium customer market share by ensuring all employees deliver high quality customer service- Conduct weekly development sessions for my leadership team, guiding them through the Leaders Digest articles and videos, Harvard ManageMentor, and LinkedIn articles- Organize weekly mentoring meetings for eager leaders at LGA to help them reach their goals as well as gain experience mentoring managers- Act as the project manager on behalf of Premium Services by creating and executing a strategy to support our customers through the LGA construction project lasting from 2016-2022 inclusive of various phases and operational relocations- Develop and maintain positive relationships with internal and external customers, strategic business partners, airport authorities and regulatory agencies- Ensure proper preventive maintenance, repairs of lounges and other company assets- Ensure compliance with all audit and regulatory requirements- Utilize CSS scores, scorecards and survey results to analyze the operation, make improvements and drive results Show less - Manage a $500k+ annual budget and meet financial goals by properly executing month-end close- Ensure compliance to exceed company initiatives by conducting self-audits and using the data collected by the Premium Services Scorecard-Oversee our local business partner, ISS, and coordinate the food, beverage, and janitorial operation- Establish and maintain positive relationships with internal departments and business partners such as GSO Station Management, HR Partners, Union Stewards, ISS and Sysco to ensure an efficient operation- Create an atmosphere increasing employees commitment to the new company initiatives through briefings, Inspire Guest and Elevate the Everyday Experience- Consistently generate employee engagement and recognize employees through the Premium Services Award and Above & Beyond Program Show less - Successfully lead an efficient operation while co-managing 48+ employees under the CWA contract- Train and implement 48+ employees on all Elite Services products such as ConciergeKey, Five Star and Cadillac Ramp Transfer in the second largest hub- Analyze the data from KeyStar weekly to hold employees accountable and shadow them quarterly- Conduct daily internal audits to exceed the Premium Services Scorecard guidelines relating to club appearance and Guest Experience- Establish and maintain positive relationships with internal departments and business partners such as Human Resources, Reservations, Customer Care and Operations, Hub Control Center, Corporate Security, TSA, CBP, Cadillac, ISS and Sodexo- Lead effective communications with all departments by conducting informative meetings with MOD’s, CSM’s and Coordinators from mainline and express to ensure successful new product implementation- Mentor eight coordinators and leads by setting expectations and developing them as leaders- Consistently generate employee engagement and recognize employees through the Premium Services Award, Above & Beyond Program and the Perceptyx employee survey Show less

  • Premium Guest Services Manager - Southeast Region

    Jul 2020 - now

  • Corporate Sales Account Manager

    Mar 2019 - Jul 2020

  • Premium Customer Services Manager

    Feb 2017 - Mar 2019

  • Manager

    Jul 2016 - Feb 2017

  • Elite Services Manager

    Nov 2014 - Feb 2017