Sheila Tran

Manager, Airline and Facility Operations @Greater Toronto Airports Authority

CA

Lead Operational Excellence: Optimize terminal asset utilization and manage in-season check-in allocation plans, while influencing seasonal check-in strategy to maximize efficiency.Drive Continuous Improvement: Identify operational bottlenecks and passenger pain points, implementing effective solutions to enhance overall airport operations.Establish Performance Standards: Define and monitor KPIs and SLAs related to passenger flow and service quality, ensuring consistent operational performance.Ensure Compliance & Quality: Lead audits and monitoring programs, enforce corrective action plans, and maintain compliance across airline operations.Elevate Customer Experience: Oversee customer service quality, manage feedback loops, and implement initiatives that enhance passenger satisfaction.Resolve Complex Issues: Serve as the primary point of contact for airlines and partners, handling escalated passenger complaints, including executive-level concerns

Seneca Polytechnic

Advanced Diploma, Aviation Safety