Willie Edwards
About Willie Edwards
Willie Edwards serves as the Director of Customer Experience at Ontario International Airport Authority, a position he has held since 2017. With a background in strategic planning and extensive experience in airport operations, he has previously worked at Southwest Airlines and MGM Resorts International.
Work at Ontario International Airport Authority
Willie Edwards has served as the Director of Customer Experience at Ontario International Airport Authority since 2017. In this role, he focuses on enhancing the overall customer experience for travelers at the airport. His responsibilities include strategic planning and implementing initiatives that improve service delivery and customer satisfaction. Edwards has been instrumental in managing operations that cater to the needs of passengers, ensuring that their travel experience is efficient and enjoyable.
Previous Experience at Southwest Airlines
Prior to his current position, Willie Edwards held multiple roles at Southwest Airlines. He worked as the Regional Director of 7 Airports from 1991 to 2003, overseeing airport operations in Las Vegas at McCarran Airport. He also served as Station Manager at Sacramento Airport from 1989 to 1991 and later as Senior Director of Airport Operations at Dallas Love Field from 2003 to 2008. His extensive experience at Southwest Airlines provided him with a solid foundation in airport operations and customer service.
Experience at MGM Resorts International
Willie Edwards worked at MGM Resorts International as the Director of Training from 2010 to 2017. In this capacity, he was responsible for developing training programs aimed at enhancing employee performance and service quality. His experience in the hospitality industry contributed to his skill set in managing customer interactions and event management, which are essential in his current role at Ontario International Airport.
Education and Expertise
Willie Edwards earned a Bachelor's degree in Business Administration and Management from the University of Phoenix, studying from 2014 to 2016. His educational background supports his expertise in strategic planning, which is vital for managing customer experience in a complex environment like an airport. Additionally, his strong public speaking skills enhance his ability to communicate effectively with stakeholders and customers.
Background in Strategic Planning and Event Management
Willie Edwards possesses a strong background in strategic planning, which is crucial for his role as Director of Customer Experience. His experience in event management further complements his ability to oversee large-scale operations at Ontario International Airport. These skills enable him to implement effective strategies that enhance the customer experience and ensure smooth airport operations.