Director - Airport Operations - Hub, 02/2009
to 10/2011
Company Name – City
Directed team of management and over 500 frontline co-workers in handling of customer/ramp service of all airport activities, including gate processes, international operations, baggage service, loung functions, ground transportation, safety, security and vendor management. Oversaw the execution of customer/ramp related activities through oversight of customer/ramp management team. Acountable for the effecitive utilization of facilities, equipment, staffing, budget and related resources to maintain functional performance goals and objectives. Responsible for and lead ramp deicing operation including restructuring of operation, relocation to pad and implementation of pad procedures.
Manager - Customer Service - Hub, 06/2008
to 02/2009
Company Name – City
Directed management and frontline co-worker team for customer service handling of all airport activities including lobby and curbside check-in, ticketing, gate processes, international operations, baggage service, lounge functions, safety, security and vendor management. Oversaw the execution of all customer service related activities and accountable for the effective utilization of facilitites, staffing, budget and related resources to maintain functional performance goals and objectives.
Project Manager - Frontline Leadership Development, 03/2008
to 06/2008
Company Name – City,
State
Co-leader of team for developmental program for AO supervisors to retool the AO supervisory role. Responsible for disecting AO supervisors roles and responsiblities, identifying "overlapping" tasks, non-value added responsibilities and "white" boarding overall functionality of roles & responsibilities, to subsequently develop tools, training, coaching and mentoring to enhance the success of the AO supervisory role.
General Manager - Customer Service & Cargo, 07/2007
to 03/2008
Company Name – City,
State
Directed overall customer/ramp acitivities, overseeing all airport and cargo acitivities which included lobby, ramp, gate, ground transportation security and vendor management. Responsible for safety, station budget, fueling, ground equipment maintenance, all vendor contracts, hiring, training and all financial, ramp, UAX and OSHA audits. Served as Primary Liasion with Aiport Authority, TSA and OA.
Interim General Manager - Customer Service & Cargo, 04/2007
to 07/2007
Company Name – City,
State
Directed overall customer/ramp acitivities, overseeing all airport and cargo acitivities which included lobby, ramp, gate, ground transportation security and vendor management. Responsible for safety, station budget, fueling, ground equipment maintenance, all vendor contracts, hiring, training and all financial, ramp, UAX and OSHA audits. Served as Primary Liasion with Aiport Authority, TSA and OA.
Supervisor - Customer/Ramp Service, 11/2005
to 04/2007
Company Name – City,
State
Supervised all customer service/ramp service operations and processes, including lobby, ticketing, gates, ramp, baggage service, lounge, security, cargo and vendor management. Identified and implement process for successful utilization of ECU kiosks and Vendor D position. Collateral responsibility included directing and developing the adminstration of all dependability, manpower, vacation and financial liability.
Customer Service Representative, 08/1994
to 11/2005
Company Name – City
Performed all functions of line station agent to include but not limited to the following; Lobby check-in, ticketing and accounting; gate management of flights; loading/unloading of baggage and transportation between terminal and aircraft; baggage service; lead all safety initiatives, ATW/BTW; interior cabin cleaning; address distressed customers concerns and resolved issues; promoted and sold all ancillary products.
Served as IAM Committe Chairperson, Burbank - Public Contact Employees - 1999-2004.
Operating Manager - Customer Service, 08/1993
to 08/1994
Company Name – City,
State
Lead team of supervisors in directing all customer service airport activities including lobby, curbside check-in, gate processes, international operations, baggage service, lounge functions, safety,security and vendor management. Executed all customer related activities and accountable for effective utilization of facitilities, staffing and related resources to maintain performance goals and objectives.
General Manager - Ski City, 09/1992
to 05/1993
Company Name – City,
State
Opened/closed station for seasonal operation of Ski City flying. Responsiblities included installation of all company processes, partnering with various departments to meet and pass regulatory needs, i.e. emergency procedures, accounting procedures, facilities, ramp and safety. Coordinated hiring of of co-workers for special assignment, primary liaison with aiport authority, vendors, community and vendors. Additionally responsible for full close down of station and reassignment of all remaining assets.
Supervisor Customer Service/Ramp, 02/1988
to 07/1993
Company Name – State
Served in a supervisory capacity over a 4 year period at JFKCS, IADCS and DCAOZ. Responsible for various customer service and ramp service functions, managing day to day operations and overseeing safey regulations, charter activity, ground handling of OA carriers and International start-up (IADCS).
Station Trainer - Customer Service, 08/1987
to 02/1988
Company Name – State
Coordinated all station training activies for customer service, including new hire training, recurrent and regulartory training and OJT for all areas, lobby, gates and baggage service.
Customer Service Representative, 08/1986
to 08/1987
Company Name – State
Performed all customer service duties, lobby check-in, ticketing, gates and baggage service.
Reservation Sales Representative, 04/1985
to 08/1986
Company Name – State
Fielded customer calls in contact center for reservation sales, booking itineraries and travel packages.
During 2010-2011 I had the opportunity to serve on the Integration Steering Committe, lead by Sherri Kawell. This experience provided me with the invaluable insight as to the significant degree of collaboration and work involved to be part of a successful merger. I had a front seat and vote on the merging of all policies, procedures and SOP, which was quite a significant and important responsibility.
In October, 2011 I was selected for the PSS Team, lead by Joanne Calabrese to accomplished the "knife" edge cutover of the SHARES computer system. This experience provided yet another invaluable insight into the amount of labor coordination within AO operations, IT and cross-divisionally with numerous departments. The incredible amount of teamwork and chorography by the team in partnership with the field and other divisional teams to accomplish this task on target and successfully was an extraordinary experience.
Following the PSS successful cutover in March of 2012, I was selected for the New Agent Application Team with responsibility, in partnership with IT, for development of new applications to increase the efficiency of customer service and processing and streamline work process for internal co-workers. Part of my responsibility was Communication and Change Management and I developed a strong communication avenue for the field and change management project plan in partnership with Corporate Communications and AO Strategy Group.
Currently I am report to Sherri Kawell, Managing Director - Lines, and have responsibility for MBR for the 77 line stations. My responsibilities include station visits for overview of baggage processes with robust recap of recommendations for improvement. Additionally I have partnered with the BRSC and field GM's for training and education as well as to enhance awareness of MBR and customer service.
