career objective                              

results-driven director of operations eager to contribute superior strategic planning, organizational, and relationship management skills towards actively supporting the employer in optimizing performance

profile                                                

ø  offer numerous years of progressive operational management experience, with expertise in customer service, human resources, financial planning, and process improvement in the transportation arena

ø  facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  manage budget development and administration across multiple departments; proactively review projections, variance reports, requests for funding, and return on investment

ø  successfully train and lead top-performing support teams; strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs

ø  monitor trends and developments, including competitive services and marketing activities; expertly identify and capitalize on opportunities to penetrate and develop markets

ø  dynamic communication, presentation, negotiation, and relationship management skills

 

~ key achievements ~

• played an integral role in assisting hawaii superferry with negotiating collective bargaining agreement with international longshore & warehouse union (ilwu) for port personnel
• maintained solid record of achieving budget goals from 1997 c 2007 at hawaiian airlines
• contributed to hawaiian airlines maintaining #1 on-time performance ranking from 11/03 c 10/06
• successfully supported the negotiation and adoption of three mechanical and clerical labor union contracts at hawaiian airlines
• consolidated all seven regional hawaii airlines stations c maui, hilo, kona, kauai, molokai, lanai, and pago pago (american samoa) c into one system
• pioneered hawaiian airlines cargo / warehouse renovations improving ground equipment utilization in the hangar and allowing for increased freight storage
• boosted hawaiian airlines employee morale and productivity by introducing improved workspaces and lunchrooms

professional experience                

hawaii superferry, inc.                                                                                                               2007 c 2009

director of port operations

• expertly oversaw all honolulu, kahului (maui), and nawiliwili (kauai) port operations and administered $3m annual operating budget for this start-up fast ferry service
• supervised port managers in day-to-day activity, evaluated performance and delivered annual reviews, and provided coaching to increase effectiveness; ensured completion of all training programs
• participated in the creation and implementation of service standards guaranteeing passengers friendliness, comfort, safety, and reliability; additionally assisted with united states coast guard-approved facility security plans for each port
• defined job duties for director of port operations, port manager, port supervisor, and ports operations administrator positions; contributed to the development of policy and procedure manuals
• created barge preventive maintenance program, assisted with authoring irregular operations procedure, and designed operational reporting tools to closely monitor daily activity and violations
• represented hawaii superferry in community events and served as a liaison to county, state, and federal offices

 

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hawaiian airlines, inc.                                                                                                                1968 c 2007

senior director c honolulu hub operations, pago pago station, and cargo (2003 c 2007)

director c hawaii region, pago pago station, and cargo (2000 c 2003)

station manager c kona station and cargo (1992 c 2000)

assistant station manager c honolulu station (1990 c 1992)

chief agent (1977 c 1990)

customer service agent (1969 c 1977)

baggage handler (1968 c 1969)

• in recognition of outstanding performance, steadily progressed within company to attain senior-level position entrusted with oversight of more than 700 personnel responsible for customer service, baggage, ramp service, aircraft fueling, cargo service, and administrative duties
• cost-effectively prepared and administered $22m annual operating budget in line with corporate objectives; reviewed departmental budgets for accuracy and validity, approved / rejected expenditures, scheduled funds for use, and tracked monthly variances to quickly resolve issues
• facilitated communications with five direct report managers, airline vice president, customer service agents, and all appropriate personnel regarding daily activity and current station status reports
• partnered with sr. director of safety and security on developing and implementing policies and procedures to ensure safe and efficient station operations
• analyzed usage trends and followed local events to prepare accurate forecasts and plan for increased volume
• worked closely with customer service team to identify areas for improvement and develop solutions

education                                           

facility security officer (fso) certification ~ clean islands council 24-hour hazwoper certification ~

clean islands council qualified individual ~ transportation worker identification credential (twic) ~ 

faa system safety / atos certification ~ sarbanes-oxley 404 readiness training ~

airport emergency response certification ~ leadership management training