The People of Northwest

Northwest Airlines employs about 31,000 individuals from around the world. Each employee has a story unique to their culture, history and lifestyle, but all are part of the Northwest family. From time to time, we single out remarkable individuals within Northwest that not only make our world better, but yours as well.

2007 President's Award Winners

Robert A. Ames
Senior Specialist - Marketing Systems
Minneapolis / St. Paul

Over his 28 years of service, Rob Ames has made contributions to many different areas at Northwest, with the greatest impact in the area of revenue management. His creative solutions to the challenges facing revenue management have driven substantial revenue improvements throughout his career. He's played an instrumental role in the design, enhancement, and implementation of multiple, high-profile projects in Northwest's reservations systems and Northwest's industry-leading yield management system. Rob continually generates ideas for process improvement, always brainstorming ways to prevent revenue loss or improve revenue management processes. His ideas range from simple process improvements to multi-million dollar long-term strategic projects requiring involvement from multiple functions throughout the company. Once an idea makes his list, Rob perseveres to make sure it is marketed, understood, funded and implemented. Put simply, Rob makes things happen - and the millions of dollars generated from his ideas have benefited Northwest's bottom line year after year.

Greg A. Bostwick
Lead - Equipment Services
Indianapolis

Greg Bostwick's enthusiasm for aviation is contagious. He understands the impact that he and his team members can have on the overall operational performance of the airline and he leads by example. Greg has received multiple letters of commendation from supervisors and colleagues alike. Additionally, Greg's positive approach and solid work ethic made him a clear choice as one of Indianapolis's "Peer Choice Award" recipients. As a result of his credibility and proven frontline leadership, Greg was selected to participate as a founding member of the development team for a new Leadership Academy at Northwest. Greg understands the financial implications of running an airline as well, actively participating as a member Northwest's Fuel Conservation EIT. He is also ASSIST trained, a ground security coordinator, and a station trainer. Greg's passion for aviation is demonstrated every day. By his deeds and actions, Greg demonstrates his commitment to running a truly top notch operation.

Marlon Chang
Manager - Operations
Minneapolis / St. Paul

Marlon Chang began his career with Northwest in 1989 as a Los Angeles interpreter. Joining the Minneapolis/St. Paul team in 1996, Marlon has become integral to the operation's international departures. He has created a high performing team, and ensures that he is front and center in the operation. At the gate, he greets customers, and ensures that the customer service agents have what they need to provide great service and facilitate an on-time departure. On the ramp, he oversees the aircraft loading process and makes certain that all safety and security requirements are met. He also ensures that the Equipment Service team has the information, tools, and equipment they need to get the job done safely and on time. Before customers board the aircraft, Marlon personally inspects the cleanliness of the cabin and ensures that the flight crew is satisfied with all preparations before commencing the boarding process. Marlon's influence on NWA's international product leaves a lasting and positive impression on all

Christie Colegrove
Purser
Seattle

Christie Colegrove, a 25-year flight attendant and purser with Northwest, has worked in numerous capacities. She has been an integral part of the Inflight training department since 1992, with many of her teaching techniques and training aides adopted system wide. Christie is also an annual service commendation champion at the Seattle base. The many letters received from Northwest's Platinum Elite and SkyTeam Elite customers have a common theme - "Christie is the epitome of what every flight attendant should strive to be." She is known for her ability to anticipate even the smallest customer need and consistently wows passengers with her amazing interpersonal skills, always providing impeccable service. In addition, Christie's regard for health and safety of her colleagues is paramount, and evident in the highly successful health fairs she executed during her tenure as Seattle base Safety Chairperson. An outstanding ambassador for NWA, Christie is a talented leader and role model who shines in everything she does both on and off the aircraft.

De Jur Jones
Flight Attendant
Los Angeles

De Jur Jones began her 27-year career with Northwest in 1981. She is well known among her colleagues at the Los Angeles base as one who approaches every situation with a high level of professionalism and respect. She has received customer commendations, and passengers describe her as positive and optimistic. She is also active as a volunteer in the Product Development Smartsnack Employee Involvement Team. In addition, De Jur volunteers in her community with many organizations. She provides guidance to elementary students through "The Wonder of Reading" program and volunteers with "Friends of El Faro", an organization that helps improve the lives of children by building homes, feeding, sheltering, and sending children to school. De Jur increases community service awareness among her colleagues by coordinating and motivating others to collect hotel amenities such as unused hotel shampoos and soaps; she collects and donates these items to area Women's Homeless Shelters. De Jur repeatedly demonstrates her dedication and commitment to Northwest, her customers, and her community alike.

Glenn T. Olson
Consultant - Information Services
Minneapolis/St. Paul

Telecommunications Consultant Glenn Olson has committed his career to putting customers first. Glenn leverages his 29 years of Northwest experience, including nine years as a Reservations Sales Agent, to deliver the right technology and support for Northwest's Customer Contact Centers. Numerous testimonials are evidence of Glenn's continued dedication to his customers, highlighting his positive outlook and outstanding technical knowledge - a gold standard of professionalism and excellence. Major examples of Glenn's work include the successful opening of the Singapore Business Center and Sioux City Reservations Sales Office. He also recently led the upgrade of telephone switches in NWA Reservations Sales Offices worldwide, implementing a new level of technology and reliability. In addition to his "day job", over the last 20 years, Glenn has come to be known as "The Voice of Northwest". He records all the announcements for Reservations, as well as Help Desks for Information Services, Flight Operations, Airport Operations and the Employee Benefits department.

James M. Patterson
Senior Global Account Executive
Nashville

Jim Patterson began his career with Northwest in 1973 as a Transportation Agent in Atlanta. He currently serves as Senior Global Account Executive in Nashville. Jim has served on the Executive Board for the Pacific Asia Travel Association and as Allied Director for the Tennessee Business Travel Association. He is responsible for $80 Million in annual corporate revenue from some of Northwest's largest customers, including FedEx, Proctor and Gamble, Nissan and International Paper. Jim is best known for his work with FedEx, where he employs world class selling strategies to gain incremental revenue for NWA. A key to Jim's success with customers is his ability to meet their needs. He listens to critical issues and uses his creativity to organize available resources to deliver winning solutions. In addition, Jim shares his wealth of knowledge and experience with team members and is frequently asked to troubleshoot customer service issues. Throughout his career, Jim has been extremely effective at delivering great customer service while maximizing revenue for Northwest.

Thomas R. Render
Captain
Minneapolis/St. Paul

Captain Tom Render shares his passion for aviation with several family members spanning multiple generations. In addition to being an outstanding line pilot, Tom has developed an expertise for flight simulator engineering, unmatched in the industry. He was hired with North Central Airlines in 1976 and served as first officer, then Captain on the Convair 580 and DC-9. He worked as an instructor pilot and check airman on both fleets. In the late 1980s, he was selected as a member of the initial instructor pilot cadre launching the Airbus A320. Later, he played a key role in the certification of Northwest's A330 flight simulators. More recently, he has served on the Boeing 787 development team, specializing in the development of flight simulators. He worked with the manufacturer to incorporate new systems and helped to improve the design of the simulator instructor's operating station, which will benefit pilots throughout the industry. Over his 32 years with the airline, Captain Render's contributions have been significant and far reaching.

Karen R. Ruth
Captain
Minneapolis/St. Paul

At the age of 15, Karen Ruth began flying lessons, not yet old enough to drive a car. Today, she is one of the most accomplished female aviators in commercial aviation. Captain Ruth joined Republic Airlines in 1985. She has flown as First Officer on the Convair 580, DC-9 and A320, and currently serves as A320 Captain. Karen has participated in the "Pilots for Kids" program, one of the many ways she promotes aviation to children in the community. At the 2008 Women in Aviation Conference, Karen represented Northwest as a recruiter and panel member. She also participates in scholarship fund raising to provide career opportunities in aviation for those who cannot afford the high cost of flight training. In addition, she has assisted in screening and interviewing new-hire pilot applicants; she has interviewed and selected hundreds of pilots to join the NWA flight operations team. Indeed, Captain Ruth truly exemplifies the standards and professionalism sought by Northwest.

Leonard V. Schoenborn
Customer Service Supervisor
Detroit

Leonard Schoenborn joined the airline industry in 1968. In his forty years, Len has experienced numerous facets of customer service while working in Reservations and Airport Operations. His daily goal is to provide a first class product for Northwest's customers by fostering a team environment amongst his colleagues and thoroughly addressing each passenger's needs. Len's unwavering commitment to the organization and to delivery of top notch customer service is impressive. He has received recognition and commendations from numerous passengers for his professional approach, ability to work under pressure, and willingness to assist customers. Due to his experience and knowledge, Len represents Detroit as a member of the Corporate Policies and Procedures Committee, serves as the Lead Member of the local Detroit Policies and Procedures Employee Involvement Team and is also one of the members of the Detroit Bid Committee Employee Involvement Team. Len is unanimously viewed as "One of Detroit's Finest".

Paul D. Schumacher
Support Technician
Minneapolis/St. Paul

Paul Schumacher began his career with Northwest in 1989 as a Cleaner. He is a top performer in his current role as support technician, assigned to Intermediate Maintenance Operations (IMO). Paul's main responsibilities are designed to provide support to aircraft maintenance technicians and the operation throughout the day. In essence, he is responsible for ensuring the organization's mechanical infrastructure is in serviceable condition to support the operation. Employees throughout Technical Operations seek Paul out for help and advice. Paul was a driving force in a recent major effort to reorganize Northwest's hangar operations, and helped design and implement many changes to increase operational efficiency. Thanks in part to his efforts on the project; Intermediate Maintenance Operations recorded zero aircraft damage events in 2007. He is also a major safety advocate in the workplace, ensuring his colleagues have everything needed to perform the job safely. Paul is truly integral to Northwest's Maintenance Operations.

Shelly Sullivan
Reservations Sales Agent
Minnesota Iron Range

Reservations Sales Agent Shelly Sullivan works at Northwest's Reservations Center in Chisholm, Minnesota, which draws a workforce from throughout the region known as Minnesota's Iron Range. Shelly achieves outstanding performance metrics and frequently trains and mentors her co-workers -- often on job functions for which she has, quite literally, written the book. She frequently receives praise from Northwest customers, and has assumed the role as primary Luggage Trainer for the office, developing call flows and modeling how luggage related calls can be handled most effectively. Shelly supports her colleagues in initiatives such as "Children's Clothing Exchanges" and honoring those with family members serving in the military. In addition, she has also served on the Work Environment and Spirit committees. Shelly also invests her time in the community, benefiting those in greatest need. In addition to raising her own children, Shelly and her husband have also helped raise 75 foster children. Shelly's contributions to Northwest, her colleagues, and the community, have made a significant and far reaching impact.

Bob Swanson
Customer Service Agent
Minneapolis/St. Paul

Bob Swanson began his career with Northwest in 1977 as a Reservations Sales Agent in Cleveland. In 1985, he transferred to Minneapolis-St. Paul as a Customer Service Agent. Bob has assumed several assignments since, including serving on the Metropolitan Airport Commission's Airport Safety Committee, the IAM Safety and Health Committee, the Joint Safety Committee, and Fuel Conservation Committee. He is also a CSA Certified Instructor and Jet way Trainer. Bob is considered the "Ambassador of Safety" at the MSP Airport. He frequently applies creative ideas to everyday tasks to improve safety. Bob introduced a new and improved ergonomic mat ideal for the ticket counters and gate areas. He has also been active with the Health and Wellness Committee. In addition, Bob promoted and participated in the "Start! Walking" campaign at the MSP Airport. MSP is the first U.S. Airport to have a dedicated, marked 1.4 mile walking route. Bob takes personal responsibility for making the work place safe, healthy and secure for his colleagues and co-workers.

Sabrina Young
Inflight Base Operations Supervisor
Taipei

Sabrina Young, a 30-year Northwest employee, enthusiastically accepts her ever increasing responsibilities, and carries out each assignment with great attention to detail. She has successfully assumed the complicated task of crew coordination in Taipei. Sabrina's dedication to the operation and her ability to handle irregular operations is impressive - she makes a significant impact every day. Taipei's crew base has seen significant improvement as a result of Sabrina's contributions in the development and support of the Inflight team. Improvements have been made in the areas of attendance, performance against revenue goals, and workplace injuries. Sabrina has received numerous commendations from Flight Attendants, a testament to the significant support she provides to her fellow colleagues. She is also outstanding in her ability to assist customers with problem resolution, in-flight sales discrepancies, or service issues. Northwest has received many commendations from customers acknowledging Sabrina's untiring efforts to provide service recovery and to accommodate customers' needs. Sabrina is a significant asset to Northwest's Pacific operations.