Kathy Roberts

Experience

• 

  American Airlines

  Sept 1990 - Feb 1995

  Passenger Service Agent/Lead Agent

  Provided front line customer service including passenger check-in, ticketing and systematic departure and arrival gate agent functions. Also conducted aircraft and passenger diversion handling, mobile jet-bridge operations, lost luggage tracing and aircraft weight and balance preparation.

• 

  Worldwide Flight Services (WFS)

  Feb 1995 - now

  Responsible for ISAGO compliance and registration audits of cargo and ground handling operations in North America. Achieved successful renewal of 2015 ISAGO registrations. Accountable for the maintenance of the Quality Management System (QMS) and Safety Management System (SMS) and the monitoring of effectiveness and incremental improvements for a network of approximately 60 locations. Document Controller for all corporate policies, procedures, training manuals and programs. Administrator of internal quality assurance audit program and Q5 auditing software, and the development of the auditing team and direct reports. Director of the development, administration and implementation of all training programs and processes in accordance with airline and regulatory requirements. As LMS and training administrator, recently identified and corrected LMS deficiencies and implemented internal field Instructor and Safety Coordinator certification program. Show less Created Airport Customer Service Policy and Procedures Manual and training program. Launched, developed and facilitated various internal regulatory training programs, corporate safety bulletins, and aided in the development of internal quality assurance audit program. Improved and monitored the service levels and safety compliance of assigned region through audit visits, safety reviews and investigations. Acted as sole administrator for the implementation of the company training recordkeeping system (LMS) under the direction of the Director of Training. Instrumental in the successful commencement of multiple new business contracts through planning and training assistance, and on site field station support to administrative personnel and management teams. Show less

  • Vice President Training and Quality Assurance

    Apr 2021 - now

  • Director, Quality and Training

    May 2014 - Apr 2021

  • Manager Safety Training and Compliance

    Jan 2005 - May 2014

  • Instructor/Auditor Eastern Region

    Jan 2002 - Jan 2005

  • Acting Station Manager/Supervisor of Services

    Feb 1995 - Jan 2002