Quality Assurance Auditor, 06/2019 to Current Andy Frain Services - Hartsfield Jackson International Airport – Atlanta, GA
Supervisor: David Hammond
Perform operational compliance inspections for Delta Airlines Cabin Appearance and Facility
Verify all work accomplished by external company contractors and vendors meets or exceeds the
required 96% score on applicable quality audits.
Maintain thorough knowledge of Delta Airlines Cabin Service and Facility Operations Manual.
Deliver third-party audit services at client locations, keeping operations in compliance with FAA
regulatory requirements and ISO standards.
Train and review work of junior personnel on departmental responsibilities.
Report objective findings real time, utilizing a handheld device with two proprietary software
Operations Manager, 01/2016 to 05/2019 Wesleyan College Campus Store & Post Office – Macon, GA
Supervisor: Hannah Doan
Provided leadership and oversight to student workers including: hiring, training and personal
Created a written procedure for handling the new textbook rental program with E-Campus.
Served as liaison between the vendor, students and faculty, reducing turnaround time for
incorrect orders by 60% within two semesters.
Cross-trained existing staff in order to maximize team performance; improving customer service
and reducing complaint log to 3% from 60% in two semesters.
Coordinated mailroom operations including: daily sort, scan and distribution of all mail inbound
and outbound packages for 800+ students and faculty, handling an average of 5000 pieces of mail
Conducted twice yearly store inventory audits, reporting findings to CFO.
Increased campus store and website sales by 20 k by revamping store inventory, staying up to
date on current trends via student feedback and developing a suitable marketing plan.
Reconciled daily sales transactions to balance and log day to day revenue utilizing Square
Owner, 09/2011 to 11/2016 The Paperback Cafe – Swampscott, MA
40 hrs per week-Full-time)
Founded and managed an e-commerce business, growing yearly revenue from $3000 to $82,000
within 4 years.
Established a business relationship with an Adidas wholesaler to supply hard to acquire sports
apparel at competitive prices, resulting in revenue increase of $30,000 in one year.
Created and implemented online shop business plans.
Processed daily orders, provided exceptional customer service and complaint resolution.
Evaluated suppliers to assess quality, timeliness and accuracy of deliveries, maintained tight cost
controls and maximized business operational efficiency.
Domestic Operations Manager, 01/1999 to 09/2011 BAX Global/DB Schenker – Peabody, MA
Supervisor: Fred MacKay
Supervised daily domestic inbound and outbound cargo aircraft, linehaul trucks, warehousing and
full cross-dock logistics operation.
Project Manager for the consolidation of two offices into a new facility once merger was finalized.
Utilized company drivers for specialized pickups & deliveries saving $200k per year in cartage
Streamlined handling time for daily inbound aircraft to maintain the station's 95% on-time delivery
percentage after relocating 15 miles from the airport.
Implemented warehouse freight scanning process which reduced preload times by 30 minutes.
Negotiated rates with third-party carriers with the goal of controlling costs, increasing profit and
ensuring the highest level of service.
Team Lead for all TSA training for staff of 75 employees and 30+ in-house cartage drivers and
managers to stay in compliance with TSA regulations.
Investigated incidents and resolved problems regarding freight and warehouse security.
Spearheaded the Boston ISO internal audit/document control team responsible for maintaining ISO
Oversaw the company driver's DOT training, recordkeeping, vehicle maintenance, driver
physicals and IFTA sticker renewal.
Directed the day-to-day operations, including supervising a 35+ member team, responsible for
pickups and deliveries across 5 states.
Built relationships with customers and managed accounts to drive revenue and increase profits.
B.A: EnglishSalem University
Forward-thinking Manager with over 15 years of project management and quality assurance auditing
experience in aviation and logistics environments. Effective leader with dedication to partnering with
coworkers to promote engaged, empowering work culture. Documented strengths include problem
solving, continuous process improvements, project management and maintaining relationships with a
diverse range of stakeholders in dynamic, fast-paced settings.