2021 Virtual ACI-NA/AAAE Airport Customer Experience Symposium

Jocelyn has spent the last three years with the Calgary Airport Authority working in both Guest Experience and Communications roles. With a Bachelor of Communications, Public Relations (BCMM-PR), she has spent most of her young career in Aviation and has fallen in love with the industry. As part of a highly collaborative Communications team that seeks to elevate the YYC story, Jocelyn works on content creation, graphic design, photo and video projects, media monitoring and more. Drawn to the diversity of work that an airport has to offer and the exciting ever-changing dynamic of the air-travel industry, she loves to come up with ideas to engage YYC’s audiences and make any interaction with YYC Calgary International Airport effortless and memorable.

Michael T. Baldwin is the Assistant Vice President of concessions at Dallas/Fort Worth International Airport (DFW).  A seasoned executive leader with over thirty years of extensive diverse experience in Airport Concessions Consulting in Retail and Food Service Environments, Enterprise Strategic Planning, Contract Negotiations, Transition Planning, Category/Operations Management, Sales/Marketing, Product Development, Purchasing, Supplier Diversity, Personnel Supervision, Training and Franchise Operations.

Currently, as a member of the senior management team for DFW’s concessions department, Michael shares the responsibility and accomplishments with his talented team for achieving over $119 million in annual revenues.  He is also a past chair of the ACI-North America Business Diversity Committee.

Prior to joining DFW, Michael was the national category manager of prepaid services for the Southland Corporation (7-Eleven) where he developed and expanded a nation-wide prepaid calling cards program and developed a national footprint launching a pre-paid cell phone telecommunications category, generating over $249 million in annual revenue.  Prior to 7-Eleven, as an entrepreneur, Michael worked in his family business developing and expanding The Famous Amos Chocolate Chip Cookie Corporation Franchises in airports and street-side locations both nationally and internationally.

Michael is known for his innovative business development skills, love for music, extreme energy, positive  outlook on life, love for people and spiritual inspiration.  His mottos are, “Always Begin With The End In Mind” and “Choose To Have A Great Day”!

Michael is an International Airport Professional and Graduate of the ACI-ICAO Airport Management Professional Accreditation Program (AMPAP), and the McKinsey Executive Leadership Academy.

Joyce Carter is President and Chief Executive Officer of Halifax International Airport Authority (HIAA). Joyce joined HIAA in 1999, and since then she has been integral in HIAA’s growth and development, becoming Chief Financial Officer in 2006, Chief Strategy Officer in 2008, and President & CEO in 2014.

Ms. Carter is a board member of the Airports Council International (ACI) World Governing Board and  the ACI North America Board of Directors , and is Chair of the Canadian Airports Council, the first woman to hold that role. She currently serves as Board Member and past President of the Board of Directors for the Atlantic Canadian Airports Association.

Ms. Carter has a Bachelor of Commerce degree from Saint Mary’s University and is a graduate of the Institute of Chartered Accountants of Nova Scotia.  In 2012, she was awarded the prestigious designation of Fellow Chartered Accountant (FCA).  She obtained the Institute of Corporate Directors ICD.D designation in 2015. She was named one of Atlantic Canada’s Top 50 CEO’s by Atlantic Business Magazine in each of the last four years, and was named 2019 Business Leader of the Year by the Halifax Chamber of Commerce.

Natalie Ciresi (SIR-REE-CEE) Chaudoin (SHA-DOE-IN) is the Director of Public Relations for the Louisville Muhammad Ali International Airport (SDF) and Bowman Field (LOU) in Louisville, KY. She oversees the organization’s strategic communication efforts including media relations, external communications, public affairs and customer service. She previously served as the airports’ Public Relations Manager, where she managed all customer outreach programs including the volunteer Airport Ambassador Program at SDF.
Natalie has been involved with the travel and tourism industries for more than a decade. Prior to joining the aviation world, she handled daily communication needs for the 6th largest convention center in the country, the Kentucky Exposition Center and its sister facility the Kentucky International Convention Center. In 2010, she managed the public and media relations efforts for the grand opening of the KFC Yum! Center, the region’s newest multi-purpose sports arena with nearly 23,000 seats.

She served on the Board of the local chapter of International Association of Business Communicators (IABC) and is a nationally Certified Tourism Ambassador (CTA) through Louisville Tourism.

Natalie is a graduate of Lindsey Wilson College in Columbia, KY where she earned a Bachelor of Arts in English and History.

Karen W. Ellis serves as the Chief Customer Experience Officer for the San Antonio International Airport System which comprises the San Antonio International Airport and Stinson Municipal Airport. Karen has almost 20 years of leadership and customer service experience in the Aviation industry by serving with the following airports; the Houston Airport System, Hartsfield-Jackson Atlanta International Airport and now with SAT.

Sevda is responsible for managing the global marketing and business development for ACI World’s Airport Service Quality (ASQ) programme, the only customer experience survey of its kind. Sevda spearheads global business development with leading airport operators. Sevda brings a wealth of experience in marketing, sales and business development to her role at ACI World, along with a specialized knowledge of airports and the aviation industry. She plays an active role in presenting and delivering workshops at key industry conferences, specialist subjects include how to improve airport customer experience, how increased airport customer experience helps airports increase non-aeronautical revenues; and how to engage the entire airport community and stakeholders to deliver the best in customer experience.

Gail Gaddi serves as Airports Public and Community Relations Director at LAX, where she oversees the new frontline iCARE Crew team, employee volunteer programs, and coordinate terminal engagement activities and manage frontline teams during special events and irregular operations.  With more than 20 years experience at LAX, she has a strong background in guest service and has been instrumental in cultivating relationships with LAX tenants and local community business leaders to further support LAWA’s mission is creating a memorable and seamless travel experience.

Alisson Larrea is a high-level, bilingual, results-oriented professional with 20 years of experience in strategic and marketing plans, tactical leadership, project management and business development. She has a track record, both in Canada and Ecuador, in different sectors including airport management, mass consumer goods, consulting services, communications, television production and non-profit organizations. She has been in the airport industry for the past 11 years working for Corporación Quiport, concessionaire of the airport service in Quito, Ecuador. Since 2013, she works as Corporate Affairs and Marketing Manager having successfully managed internal and external communications, customer service, corporate image, public relations, strategic planning and special projects, always aligning with corporate goals.  Alisson holds an MBA and bachelor’s degrees in communications from Canada, as well as several diplomas in airport management, including ACI´s Airport Executive Leadership Program.

Jeff is a co-founder and the Chief Experience Officer (CXO) at Servy, which launched in 2014 as an airport digital commerce app called Grab. He oversees commercial partnerships and business development as well as product development, operations and guest experience. His vision of technology as part of hospitality has led to the evolution of the company, which now is called Servy, and provides much more than simply the ability to grab food on the go at the airport. Through Jeff’s leadership, Servy has branched into all areas of hospitality and developed the omni-channel line of guest-facing digital products that they have today. Solutions include QR/NFC-based Order@, allowing guests to order and pay from their own device without an app; Servy Marketplace, combining multiple dining and retail options in one user interface; Self-Service Kiosks; and the Grab app which is now the largest omnichannel airport e-commerce platform.

Jeff’s career started early when he founded a digital experience agency in high school which he led for ten years prior to pursuing roles in marketing and business development. His entrepreneurial drive earned him the honor of being named Texas Youth Entrepreneur of the Year during his junior year of high school. He was featured on the cover of the Houston Business Journal before his 17th birthday and was also a member of Phocuswright’s 2015 “Young Leaders Under 35” executive development program. He holds a Bachelor of Business Administration degree in Entrepreneurship and Marketing from The Neeley School of Business at TCU.

Laurel Van Horn is recognized internationally as an expert in inclusive travel and transportation. Since 2004, she has served as VP Director of Programs for Open Doors Organization (ODO). Much of Laurel’s work is in the field of aviation including development and delivery of training programs and symposia for airports, airlines and airline service companies. For ACI Global Training, she conducts a popular 3-day workshop entitled “Accommodating Passengers with Disabilities.”

Laurel was lead investigator for ACRP Report 210: Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities and is currently involved in a new project, ACRP 01-48: Assessing Airport Programs for Travelers with Disabilities/Older Adults.

A long-term resident of New York City, Laurel has an M.A. in Economics from the New School for Social Research and a B.A. from Bryn Mawr College in Sociology.

Valérie Vesque-Jeancard is a graduate (engineering) of Ecole Polytechnique and Ecole Nationale des Ponts et Chaussées, and holds a postgraduate degree in economics from Ecole d’Economie de Paris. During her career, she served as a consultant with the World Bank, held several positions in France’s Ministry of Economy and Finance and was an auditor of the Cour des Comptes (French national auditing body). She also held senior positions in the culture, entertainment and retail sectors (Deputy CEO of the French National Library, Deputy Secretary-General of the Ministry of Culture and Communication, CEO of Réunion des Musées Nationaux-Grand Palais). Valérie was appointed in 2018 France & Americas Area Director at VINCI Airports. As such, she is responsible for supervising the Group’s 25 airports in the area and coordinating its commercial operations in the region.

Pete R. Acosta is director of U. S. Customs and Border Protection’s (CBP) Trusted Traveler Programs (TTP), including:

• The Global Entry program, providing dedicated processing at designated airports through the use of automated kiosks;
• The NEXUS program, a bilateral agreement established with the Government of Canada to expedite entry into Canada and the U.S. at designated northern land border ports of entry and via automated kiosks at Canadian preclearance airports and at NEXUS marine reporting locations;
• SENTRI, providing dedicated processing at specified land border ports of entry along the southern border, and;
• FAST, the Free and Secure Trade (FAST) Program, a commercial clearance program established to facilitate the processing of known low-risk shipments and their vetted commercial drivers entering the U.S. from Canada and Mexico.

From 2012 to 2017, Pete served as director of CBP’s Immigration Advisory and Joint Security Programs (IAP/JSP), partnering with air carriers and host country law enforcement to identify and prevent the boarding of high-risk air travelers.  As a component of IAP/JSP, Mr. Acosta also managed the Office of Field Operations’ Police Liaison Officer Program, partnering CBP officers with foreign law enforcement agencies to enhance information exchange posed by terrorist and criminal travel.

Mr. Acosta began his federal career in 1996 as an Inspector for the Immigration and Naturalization Service at Los Angeles International Airport, joining CBP headquarters in 2007.

Jamie joined the Port in 2005 focused on employee learning and development and became a part the new Customer Service department when it launched in 2018. Her role now includes bringing the SEA brand forward to airport staff in meaningful ways, promoting customer service excellence, and boosting the employee experience.

Janelle Conine is the Customer Service Supervisor for the Reno-Tahoe Airport Authority (RTAA) and has been with the RTAA since 2011. Janelle currently oversees the airport’s social media, the front desk and several customer service programs such as the; Paws4Passengers Program, Kindness Takes Flight team, and the Customer Service Representatives team.

Janelle has a master’s degree in Public Administration from California State University of Bakersfield where she played and coached basketball. The greatest title Janelle has ever had, however, is being a wife, and mother of a 13-month-old baby girl.

Chad Ghastin is the Sr. Manager of Customer Experience at JFK International Air Terminal where he leads all aspects of customer experience for 21 million passengers annually and employee engagement for over 10,000 terminal employees.

Previously, he was independent consultant in New York City focused on customer experience, digital marketing and product development for clients including, Birchbox, Johnson & Johnson, CNBC and NBC News.

He has also served as Vice President, Business Leader of U.S. CRM at MasterCard and Director of Digital Product Development at the New York Times. Prior to this role, he worked in audience development and customer lifecycle strategy for Nickelodeon, Weight Watchers, and Sirius/XM.

Chad earned a Master’s degree in Integrated Marketing from New York University and for two years he served as an adjunct graduate professor of CRM and customer Experience at NYU.     He is also a Certified Customer Experience Professional as designated by the Customer Experience Professionals Association.

Mr. Lyttle has a breadth of experience and depth of knowledge of airport operations, having worked in both Atlanta and Houston, and is well acclimated to the rigors of major airline competition. Lyttle brings fresh energy and perspectives to the role of Aviation Director at Seattle-Tacoma International Airport (SEA). As the Chief Operating Officer for Houston’s three airports prior to joining the Port of Seattle Executive team, Lyttle is familiar with all aspects of operating major airports, including implementation of new ground base operations, terminal construction, introduction of new airline business, and finding continual improvements and efficiencies in all lines of business. He has extensive experience in spearheading strategic and business plan development.

Lyttle is a growth-oriented executive who has led multi-year strategic development efforts with capital budgets in excess of $3 billion at Houston airports, and played a key role in the $6 billion development program in Atlanta. He is well versed in developing high performance organizations, business process re-engineering, ideas management and innovation, and implementing technologically complex projects.

A Native of Halifax, Nova Scotia, Dwayne MacIntosh started his career as a firefighter with the Canadian Armed Forces in 1988. His career has spanned over 32 years with continued advancements as a Fire Engineering Practitioner, and a leader in safety and security. Throughout his career, he has developed skills in Leadership, Incident Management, Adult Education, and Safety and Security principals. He has served at all ranks of the fire service, rounding out his last five years as the Fire Chief of Canada’s Busiest Airport. In 2019, he received his Master’s in Business from Western University and subsequently accepted the position as the Director, Corporate Safety and Security at Toronto Pearson.

He is a focused leader who believes that safety and security are synonymous with one another. His belief that strong programs come from empowering others and building strong relations has ensured the continued development of the security program and culture at Toronto Pearson.

Since the beginning of COVID he has been a key Leader in all matters pertaining to Health and Hygiene to ensure the safety of staff and passengers at Toronto Pearson.  His efforts have been focused on establishing appropriate safety measures to regaining the confidence and trust of the travelling public to once again feel comfortable to travel.

Other highlights of his career, were the response to the 1998 Swiss Air crash in Nova Scotia, establishing a world class training center known as the Fire and Emergency Services Training Institute (FESTI) and serving as the President of the Institute of Fire Engineers for Canada.

A veteran of the Chicago non-profit community, Tony Medina landed at Travelers Aid Chicago at O’Hare International Airport in November 2013. Tony has overseen the Volunteer information program since October of 2015 and has propelled the program in every measurable metric.

A native of the Greater Chicago Land area, Tony has forged a deep connection with the Immigrant and Refugee community in Chicago. Through these connections, he enjoys exploring other cultures via food, film, and music. Travelers Aid Chicago, Volunteerism and O’Hare International Airport is a natural fit for his intellectual, professional, and personal interests.

As the Volunteer Recruitment Manager for DFW International Airport, Betsy is responsible for the recruitment and training of all DFW Ambassador volunteers. Betsy joined DFW in January 2020. Prior to joining the DFW team, she served in various director and management roles, overseeing workforce development programs across Dallas County. Her background in leading teams, coordinating community engagement activities, and supporting large and small businesses to find talent, prepared her for her role at DFW.

Serving as an employee City of Los Angeles for over 30 years, Marie O’Kelly-Green is the Director of LAX’s Guest Services Program.   Since arriving at LAX in 2005, her management assignments included Human Resources, Airfield Bus Operations and in beginning 2011, Customer Service.  In this capacity, she was responsible for over 150 employees  who speak 27 languages providing information services to millions of LAX passengers and their meeters and greeters.  In 2016 she assumed responsibility for all LAX Guest Service operations including over 300 Volunteers, Therapy Dog program, translation services and other adhoc volunteer efforts.  Her team is also tasked with assisting guests in emergencies and events and is a critical resource in the airport’s emergency response plans.

She holds a Bachelor of Arts Degree in Political Science with emphasis in Public Administration, a Certificate in Incident and Emergency Management and is an AAAE Certified Member.  Along with the title of LAX Guest Services Program Manager, Marie’s other important titles include daughter, sister, wife and mother.

Tawana Russell is the Airport Manager of Guest Experience with the Broward County Aviation Department at the Fort Lauderdale-Hollywood International Airport. She has been with the company for nearly two decades, working in several capacities in customer service. In her role as Airport Manager, Tawana oversees the development, implementation, and management of guest experience initiatives and programs throughout the Airport. These programs include: Volunteer Airport Ambassadors, therapy dogs, entertainment, appreciation and recognition, Automated Passport Control, customer service training, and guest experience during emergency situations. Guest experience is a critical component of the airport’s success. It is dependent upon the partnership and efforts of all who are a part of the airport community and Tawana works closely with all of them to make this success a reality.

Tiffany Sanders is the Terminal Manager and acting Director of Customer Experience for Ontario International Airport in Ontario, California – not Canada. In her role, she leads Ontario’s Customer Experience team, OACES, and works to build the CX vision for the fastest growing airport in North America. She is responsible for ensuring a seamless and thoughtful experience from the parking lot to the jet bridge, and every touch point in between.

Tiffany joined ONT in December 2019, just over two years after the airport became independent for the first time in 50 years. Her primary focus has been rebuilding a customer-centric work culture, while establishing a sense of place that represents the easy-going vibes of Southern California. She likes to color outside of the lines personally and professionally, a mantra that she believes landed her the gig she never knew she wanted.

Tiffany previously worked in Communications and Marketing for Dallas Ft. Worth International Airport, where she helped build and manage the employee intranet. She holds a Master of Journalism from the University of North Texas, and a Bachelor of Communications from the University of Houston. She is currently enrolled in an ACI course to earn her Airport Operations Diploma and aspires to open doors for minorities and women in the future.

Ryan’s responsibilities include marketing and community relations, as well as all government relations duties for the airport. Ryan graduated from Arizona State University with a degree in Political Science and is a fifth generation Arizona resident with an ongoing dedication to community service.