SUPERVISOR OF FLIGHT ATTENDANT SERVICE CENTER AND SR. ANALYST
More than 20 years of experience in Management and Development Reduced safety non-compliance issues resulting in an annual savings of more than $200,000 Able to effectively influence and motivate others by inspiring confidence and trust Comfortable working in fast-paced, multi-tasked environments Proficient in implementing innovative policies and procedures Identify trends and provide detailed findings to various projects Professional Achievements: Strong communication and interpersonal skills; effectively relate to all management levels, external regulatory agencies, and individuals from diverse backgrounds and cultures Solid working relationships with the FAA, AA Medical, Talent Services and Association of Professional Flight Attendants (APFA) Highly organized and detail-oriented team player with the ability to simultaneously handle multiple projects, excel in pressured environments, and make quick, accurate decisions Excellent working knowledge using HTML, CERS, LMS, COGNOS, CAATS, Adobe Professional, Microsoft Professional Office 2010, MS Access, SHARP, SAP Special and General Ledger, Taleo recruitment system, Case Manager, NAVIA(Genesys) phone system, Sharepoint, FLTCAPS and Sabre, US Airways systems, SAS and CATS.
Hiring and retention
Training and development
Exceptional interpersonal skills
Service qualification on the following aircraft: ATR 42, Super ATRs, EMB145, CRJ 700, ERJs, MD80, F100s, 727, 737, 757, 767 and 777 Achieving Extraordinary Customer Relations (American Airlines) Project Management I & II (Langevin Learning Services) FAA System Safety/ATOS (American Airlines) President Scholar 2015 (Texas A&M University-Commerce).
Company NameCity, StateSupervisor of Flight Attendant Service Center and Sr. Analyst05/2010 to Current
Oversee the daily operations of the Flight Attendant Call Center with an average call volume of 2,400 calls monthly Monitor and supervise 25 direct reports that support more than 25,000 flight attendants by resolving leaves of absences, pay, training, attendance, and seniority requests and issues Administrating, recruiting and selecting suitable service representatives and managing leads for the flight attendant service center.
Collaborate with medical, reporting, and customer service departments to resolve employee concerns.
Administrator for departmental reports, such as; Call A Nurse, Flight Observations, Training rosters for CQ-Recurrent training and Administrating hiring procedures and policies for all flight attendants.
Analyze monthly department budgeting and accounting reports to maintain expenditure controls Summarize budgets and submit recommendations for the approval or disapproval of funds requested.
Administrated and managed the transition of US Airways flight attendants training and schedules from Pittsburgh to Dallas/Ft.
Oversee the daily training of 10 new direct reports incorporating US Airways systems, SAS and CATS.
Currently leading a project to increase the flight attendant service center.
Centralizing injury on duty (IOD) and customer service compliment and complaints letters.
Company NameCity, StateSenior Analyst01/2005 to 01/2010
Worked in partnership with the FAA and Regulatory Affairs concerning Federal Aviation Regulations (FARs) to investigate Voluntary Self Disclosures and ensure compliance with policy and procedures Conducted quarterly F/A Manual Audits in various bases with the FAA Liaison with Flight Service, APFA and FAA to develop responses that address FAA concerns for F/A Manuals and Minimum Crew Violations Go Team Member Authored department communications during public safety and health events - the Avian bird flu, New York City Blackout, and SARS Reduced safety concerns resulting from Inadvertent Slide Deployments; saving the Company more than $200,000 annually Administrator of Training & Development/Field Service.
Company NameCity, State01/1997 to 01/2005
Developed, implemented, and monitored training programs and station operations for compliance with FAA regulations and corporate procedures for ramp and ticketing personnel Conducted ramp training, created and coordinated system wide ramp standardization for all ground equipment, tugs, belt loaders, deicers, pushback tugs, cargo loaders, break riding, and towing and lavatory trucks Instructor for new hire ramp employees, new station openings procedures, weight & balance procedures, FOD prevention, winterization, Dangerous Goods awareness, manually loading and unloading aircraft, and APU procedures Developed and implement the Airport Manager Development Program for field managers Conducted training, operational, and financial audits for American Eagle and American Airlines field stations Analyze monthly training budgets and accounting reports to maintain expenditure controls.
Company NameCity, StateGeneral Manager01/1987 to 01/1997
Lake Charles, Lafayette, and Baton Rouge, LA; Dallas/Fort Worth Airport, TX.
Oversaw daily airport operations for more than 30 direct reports.
Developed, implemented, and monitored training programs and station operations for compliance with FAA regulations and corporate policies and procedures for ramp and ticketing employees.
Coordinated construction work with other City personnel, contractors, airport tenants, and the public.
Associate of Business AdministrationMay 2014Tarrant County College, City, State
Bachelor Applied Arts & Sciences:Commerce/Commerce, TexasMay 2016Texas A&M UniversityCommerce/Commerce, Texas
accounting, balance, budgeting, budgets, Call Center, customer service, financial audits, funds, hiring, Instructor, letters, managing, personnel, policies, public safety, recruiting, Regulatory Affairs, reporting, safety, SAS, training programs
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Tarrant County College
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Supervisor of Flight Attendant Service Center and Sr. Analyst
Associate of Business Administration May 2014 Bachelor Applied Arts & Sciences : Commerce/Commerce, Texas May 2016
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