Nancy Rickert
Sleepy Hollow,IL
Summary
Dynamic senior management professional with a proven track record in strategic leadership and operational excellence, dedicated to driving organizational success. Expertise in project management, team collaboration, and process optimization ensures a results-oriented approach to achieving business goals. Recognized for navigating complex challenges while fostering a culture of accountability and adaptability to meet evolving business needs. Strong decision-making abilities, effective communication skills, and a commitment to building high-performing teams contribute to sustained organizational growth and performance.
Overview
37
37
years of professional experience
Work History
Senior Manager Flight Experience
United Airlines
01.2010 - Current
- Led cross-functional teams to enhance operational efficiency and improve customer service standards.
- Developed strategic initiatives to optimize flight attendant staffing
- Implemented process improvements that increased on-time performance and streamlined communication among departments.
- Mentored junior managers, fostering leadership skills and promoting a culture of continuous improvement within the team.
- Analyzed operational data to identify trends, driving informed decision-making for resource allocation and staffing needs.
- Championed flight attendant engagement initiatives that strengthened morale in the workplace.
Senior Manager, Onboard Policies, Procedures & Implementation
United Airlines
01.2009 - Current
- Led Flight Attendant Service Strategy, exceeding 2010 satisfaction targets by 2.2 points.
- Oversaw policy integration for the United/Continental merger.
- Directed policies, training, immunization processes and scheduling systems for new Ghana service.
- Achieved federal compliance with DOT Passenger Rights Ruling.
- Created 'Your Ideas Count' program generating 714 ideas and $600K+ in savings.
- Managed team budget performing 19.6% under plan.
Manager, Onboard Service Project Specialists
United Airlines
01.2008 - 01.2009
- Directed rollout of EasyPurchase devices, Digital File Servers, Choice Menu and premium product modifications.
- Managed 747OC training for 1,353 flight attendants in 30 days.
- Developed United Choices economy meal service strategy.
- Reduced Air Fayre delays from 59% to 3% in one week.
Manager, Customer Service Planning, Standards & Policies
United Airlines
01.2004 - 01.2008
- Led check-in experience improvements supporting $350M annual revenue impact.
- Oversaw Premium Boarding at 321 gates in 55 stations.
- Implemented Premier Lobby standards in 24 stations.
- Designed CSR procedures supporting key corporate initiatives.
Manager, Onboard Service Standards & Policies
United Airlines
01.2000 - 01.2004
- Oversaw creation and maintenance of flight attendant and supervisor manuals.
- Delivered uniform refresh for 18,000+ flight attendants.
- Integrated safety, product and service procedures into unified processes.
Manager, New Flight Attendant Professional Development
United Airlines
01.1999 - 01.2000
- Supported development of 1,000+ new flight attendants
- Developed and implemented strategic plans to improve service delivery and customer satisfaction.
International Senior Staff Representative
United Airlines
01.1996 - 01.1999
International & Domestic Schedule Planner
United Airlines
01.1992 - 01.1996
Flight Attendant
United Airlines
01.1989 - 01.1991
Education
Bachelor of Arts - Business Economics
University of Pittsburgh
Skills
- Leadership and mentoring
- Strategic planning
- Cross-functional collaboration
- Project management expertise
- Process Improvement
Professional Development
- Project Management
- United Airlines Mentor
- Emergency Response Center Training
Timeline
Senior Manager Flight Experience
United Airlines
01.2010 - Current
Senior Manager, Onboard Policies, Procedures & Implementation
United Airlines
01.2009 - Current
Manager, Onboard Service Project Specialists
United Airlines
01.2008 - 01.2009
Manager, Customer Service Planning, Standards & Policies
United Airlines
01.2004 - 01.2008
Manager, Onboard Service Standards & Policies
United Airlines
01.2000 - 01.2004
Manager, New Flight Attendant Professional Development
United Airlines
01.1999 - 01.2000
International Senior Staff Representative
United Airlines
01.1996 - 01.1999
International & Domestic Schedule Planner
United Airlines
01.1992 - 01.1996
Flight Attendant
United Airlines
01.1989 - 01.1991
Bachelor of Arts - Business Economics
University of Pittsburgh