Solutions-focused leader specializing in driving business growth among all facets of airline services, building solid teams, creating strategic initiatives, providing world-class customer service, and cultivating a strong brand image eager to offer proven experience toward maximizing an employer s bottom-line results.

 

 

         Integral leader who offers proven experience in large-scale airline operations optimization, including designing, developing, and implementing solutions-driven policies and procedures to achieve continued growth and profitability.

         Ambitious self-starter who supports quality staff recruitment that encourages diversity, low turnover, and high company loyalty, along with successfully planning, prioritizing, and managing various team tasks within high-pressure situations.

         Top performer who excels at analyzing customer needs, identifying lucrative business opportunities, defining strategies for capturing new clients and maintaining a repeat / referral base, and attaining solid leveraging in competitive markets.

 

 

Strategic Analysis / Planning Organizational Development Schedule / Flights Coordination Team Building / Training Processes

Process Improvement Staff Workflow Prioritization Project / Program Management Policy / Procedure Development

Regulatory Compliance Budget / Financial Control Customer / Client Relations Best Practice Methodologies

 

 

         Recognized for job performance excellence with 2007 s Integrity Award, Partnership Award, and Leadership Award, along with attaining two Regional Choice Awards for Safety and Health and Most Improved in Safety and Health.

         Founded a Best Practices Committee for the Customer Services division to improve upon existing or new processes and procedures and achieve consistently high-quality customer service, and maintained Chairman role from 2001 C 2008.

         Achieved 2005 s Excellence in Leadership - Continuous Improvement Award and Excellence in Budget Mastery, as well as 2004 s Heart - Excellence in Leadership Award and Lifetime Achievement Award the company s only recipient.

         Honored for commitment to continuous improvements and creating innovative programs to achieve on-time flights.

         Noted in 1992 as the first Hub City to receive the highest award given to a department The President s Award.

         Selected to direct a Blue Prints Leadership Development Program, including instructing employees on how to facilitate positive change in the work environment and how to create a lean process improvement program to optimize success.

         Supported community relations by raising money for various organizations as a team unit, including the Humane Society of Central Oregon, Central Oregon Soroptimist, Sisters Annual Rodeo Parade, U.S. Bank Pole Peddle Paddle, and 4-H.

 

 

 

Customer Service Manager (1998 C Present)

         Utilize broad scope of industry knowledge and dynamic business acumen to direct comprehensive customer service operations of a high-volume airline, including driving business growth by recruiting, training, and managing a top-performing team; overseeing key projects; and ensuring compliance with regulatory agencies to guarantee a safe work environment.

 

 

 

 

Field Coordinator Southern Region (1995 C 1998)

         Led targeted decision-making among regional operations and employees in Fresno, CA, Sacramento, CA, Redding, CA, Arcadia, CA, Medford, OR, Klamath Falls, OR, North Bend, OR, Eugene, OR, Pendleton, OR, and Redmond, OR locations, including cost-effectively organizing and controlling budgets and coordinating flight schedule change processes.

         Expertly handled all facet of human resources, team building, and training / development of staff and management.

 

Customer Service Manager (1990 C 1995)

         Strategically steered the 2^nd largest company operations based in Portland, OR, including directing fast-paced Fleet Service and Ground Support departments and Salem, OR airport activities, as well as overseeing 125 flights per day and 250+ employees (including two assistant managers and 12 supervisors) in ensuring seamless airline processes at all times.

         Reported to Senior VP of Customer Service with responsibilities encompassing all policy and procedure implementation and compliance in successfully managing diverse Ground Service, Customer Service, Gate, and Ticket Counter areas.

 

Customer Service Manager (1985 C 1990)

         Maximized operations efficiency by planning and prioritizing workflow for a 10-member team with six daily departures, including concurrently managing all customer service activities for Alaska Airlines Boeing 727 service to LAX and SEA.

 

~ Additional Professional Roles Held with Horizon Air Prior to 1985 ~

 

 

Extensive Business Coursework                                                           Southern Oregon Community College

 

Private Pilot License (Bay Area Aviation) • Commercial Certificate • Instrument Rating • Flight Instructor Rating

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Date

 

 

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

 

Dear__________________:

 

I am currently seeking a challenging [ Insert Job Title ] role, and am submitting my resume for your review.

 

As an individual who has been regularly recognized for exemplary service and proven integrity throughout a progressive career leading value-based Pacific Northwest airline operations, I am excited to build a rewarding career with your company, and am confident that my professional skills can help to achieve your forward-thinking objectives.  I can offer 26+ years of solid experience in high-volume Operations Management, Team Building / Training, Strategic Analysis / Planning, Policy / Procedure Development, and Budget / Financial Control, and am well-versed in all facets of Project Management, Schedule / Flights Coordination, Workflow Prioritization, Process Improvement, Best Practice Methodologies, Regulatory Compliance, and Customer / Client Relations.

 

Currently, as Customer Service Manager for Horizon Air, I utilize my broad scope of industry knowledge and dynamic business acumen to direct comprehensive customer service operations of this high-volume airline, including driving business growth by recruiting, training, and managing a top-performing team; overseeing diverse projects; and ensuring compliance with regulatory agencies to guarantee a safe work environment.  During this time, I was recognized for my job performance with 2007 s Integrity Award, Partnership Award, and Leadership Award; two Regional Choice Awards for Safety and Health and Most Improved in Safety and Health; 2005 s Excellence in Leadership - Continuous Improvement Award and Excellence in Budget Mastery; and 2004 s Heart - Excellence in Leadership Award and Lifetime Achievement Award the company s only recipient ever.  I also founded a Best Practices Committee for the Customer Services division to improve upon existing or new processes and procedures and achieve consistently high-quality customer service.  As this is just a sampling of my job history, please kindly refer to my enclosed resume for additional experience and career highlights.

 

You will find me to be a results-driven professional who can contribute a track record of organizing and implementing strategies to improve bottom-line performance while defining key business priorities and meeting targeted goals.  In addition, I can work with all levels of staff to resourcefully streamlining business processes to increase profitability, productivity, and efficiency, and quality of services provided.  For the sum of these aforementioned reasons, I believe I will prove to be an incredible asset to your company.

 

I look forward to hearing from you, and thank you in advance for your consideration.

 

Sincerely,

 

 

 

Yyyyyy x. yyyyyy