Kaitlyn krienheder
Elgin
Summary
Operational training and process improvement expert with over 7 years of experience in the airline industry. Demonstrated success in designing effective training programs and enhancing cross-functional collaboration. Proficient in monitoring operational metrics, developing process documentation, and delivering training in both classroom and virtual settings. Strong background in adult learning principles, stakeholder communication, and data-driven decision-making.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Training Instructor
United Airlines
Chicago
06.2023 - Current
- Design and deliver training programs for new hires and recurrent training modules, ensuring compliance with operational procedures, policies, and contractual requirements
- Train front-line employees on new tools, system parameters, and IRROP processes in both classroom and virtual settings
- Monitor training effectiveness through quality assurance metrics and adjust content to improve learning outcomes
- Develop and refine training materials and curricula based on process changes, regulatory updates, and stakeholder feedback
- Facilitate process improvement and intake sessions focused on operational efficiency and compliance
- Collaborate with cross-functional teams and offshore partners to identify training needs and support operational consistency
- Build and maintain positive relationships with front-line employees and operational stakeholders
- Provide briefings to teams on situational updates, and execution strategies
Reservation and Sales Representative
United Airlines
Chicago
01.2019 - 06.2023
- Provided high-quality customer support by troubleshooting complex reservations and executing service recovery during irregular operations
- Monitored call volume, wait times, and system metrics to uphold service quality during peak periods and weather-related disruptions
- Adapted quickly to system outages, schedule changes, and irregular operational situations
- Collaborated with team members to effectively redistribute workload during high-demand periods and recovery operations
- Demonstrated strong knowledge of company policies, procedures, and customer service protocols
- Maintained reliable, punctual attendance as an essential function of the role
Education
Associate’s degree -
Elgin Community College
Elgin, IL01-2016
Skills
- Training Program Development & Delivery (New Hire & Recurrent Modules)
- Curriculum Development
- IRROP Process Training & Support
- Process Improvement & Implementation
- Operational Metrics Monitoring
- Team Coordination & Briefing
- Cross-Functional Collaboration
- Stakeholder Communication & Relationship Building
- Microsoft Office Suite
- Adaptability in High-Pressure & Changing Environments
- Written & Verbal Communication
- Contractual Compliance & Policy Knowledge
Professional Development
- Leadership Institute- Credential II, United Airlines, 10/01/24
- Learning Together: New People Leaders, United Airlines, 07/01/24
Certification
- ATD Advanced Facilitation Skills Certificate
Timeline
Training Instructor
United Airlines
06.2023 - Current
Reservation and Sales Representative
United Airlines
01.2019 - 06.2023
Associate’s degree -
Elgin Community College