SUZANNE LACEN
Crew Attendance Manager
Chicago
Summary
Experienced manager with a proven track record of leading teams and achieving success. Strong leadership, planning, and organizational skills. Talent for equipping employees to handle daily functions and meet customer needs efficiently. Diligent trainer and mentor fostering a results-driven approach and bringing out the best in the team.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
34
34
years of professional experience
2026
2026
years of post-secondary education
3
3
Languages
Work History
Crew Attendance Manager
American Airlines
08.2022 - Current
- Supervise, direct and coordinate Flight Attendants attendance
- Analyze On and Off Par numbers working to keep the base Attendance below 1.9%
- lead attendance conversations regarding Leave options including State mandated leaves
- Process mitigation aligning with contractual and company policy
- Educate, Coach, Counsel and Mentor new hire and Off Probation Flight Attendants
- Initiate corrective action up to and including termination
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Inflight Supervisor
Allegiant Airlines
09.2021 - 08.2022
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Controlled costs to keep business operating within budget and increase profits.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Domestic Violence Specialist
The Spring of Tampa Bay
09.2020 - 12.2021
- Monitored clients' progress to adjust treatment plans accordingly.
- Organized fundraising events that raised awareness about domestic violence while generating financial support for agency programs/services offered.
- Provided crisis counseling and intervention services to clients in emergency situations.
- Evaluated program effectiveness through regular data compilation and analysis, identifying areas for improvement as needed.
- Empowered clients by providing information about their rights and options within the legal system regarding protective orders and custody matters.
Field Service Manager
DELTA AIR LINES
01.2015 - 01.2020
- Capitalized on the opportunity to lead forward-thinking field services operations, including mentoring and managing a high-performance team of Flight Attendants while implementing 'Safety First' initiatives
- Comprehensively measured and analyzed employee performance via the use of performance management tools, operational metrics, and direct supervision
- Proactively coached corrective actions
- Productively partnered with base matrix support personnel, divisions, and customers to provide ongoing information, decisions, and solutions for base operational needs to align with companywide objectives
- Spearheaded results-centric process improvements
In-Flight Supervisor Flight Attendant
SOUTHWEST AIRLINES
01.2008 - 01.2014
- Strategically steered service-focused teams in exceeding customer expectations within a fast-paced airline environment
- Managed 150 top-notch Flight Attendants, and served as mentor to junior team members
- Focused on internal / external customer satisfaction while developing and implementing key processes and systems to boost service in competitive air transportation markets and assure seamless operations
- Conducted detailed pre-flight safety briefings
- Expertly defined strategy and business plans for new hires
- Led on-board 'check rides' and 'ghost rides' to guarantee quality assurance
Multisystemic Therapist
COMMUNITY SOLUTIONS, INC.
01.2006 - 01.2007
- Strategically steered comprehensive initial in-home psychosocial assessments, including conducting targeted outreach, critical advocacy, and rehabilitative services for regular cases and crisis intervention
- Developed treatment plans focused on accurate and effective diagnoses
- Liaised among clinical staff and external resources to drive therapy success
- Closely collaborated with treatment teams to coordinate all client care services
Flight Attendant
UNITED AIRLINES
01.1991 - 01.2006
- Delivered excellence in full-range in-flight services with a dedicated toward optimizing passenger safety
- Exhibited status as both Purser Qualified and Language Qualified (Spanish)
Education
Master of Arts - Organizational Leadership
Gonzaga University
Skills
- Care Team Member, Trained as a Care Team at United, Southwest, Delta, Allegiant and American
Timeline
Crew Attendance Manager
American Airlines
08.2022 - Current
Inflight Supervisor
Allegiant Airlines
09.2021 - 08.2022
Domestic Violence Specialist
The Spring of Tampa Bay
09.2020 - 12.2021
Field Service Manager
DELTA AIR LINES
01.2015 - 01.2020
In-Flight Supervisor Flight Attendant
SOUTHWEST AIRLINES
01.2008 - 01.2014
Multisystemic Therapist
COMMUNITY SOLUTIONS, INC.
01.2006 - 01.2007
Flight Attendant
UNITED AIRLINES
01.1991 - 01.2006
Master of Arts - Organizational Leadership
Gonzaga University
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