Republic Airways

Senior Manager Airport Operations

Operations Management Supervisor

FedEx

Operations Manager

Trego-Dugan Aviation Inc

General Manager Ground Operations-Allegiant Air IND Base

Trans States Airlines

Manager of Tech Ops Recruiting

PrimeFlight Aviation Services

	Oversight of Safety, Training and Quality Assurance efforts for two 4500-employee Service Companies:
o	Airline/Airport/Cargo (B2B) service provider at 51 airports in U.S., Caribbean, Hawaii & Alaska.  
o	Facilities & Janitorial provider at 132 malls, hotels, hospitals, schools and arenas nationwide. 
	Training & Safety liaison to clients worldwide.  Workplace Safety / OSHA Compliance Officer. 
	Author and editor of  both company’s online Station Operations Manuals and front line Safety Programs. 
	Interface & coordinate safety efforts with multiple departments including Risk Management and Legal.
	National and Regional Safety Interface to multi-billion dollar clients including the world’s top 4 airlines.
	Develop Design and Deployment of in-house leadership and hourly material handler training programs.
	Developed and deployed a 3rd Party “mobile audit” program to facilitate on-the-spot safety observations. 
Result: The new “mobile” spot safety audit technology program yielded 30,000 observations in first year.

Vice President Training & Safety

Frontier Airlines

	Solicit and negotiate airline ground handling contracts for 50+ U.S., Canada, Central America and Mexico destination airports with an annual value of $50M. 
	Contract Services liaison to other airline and ground handling entities throughout North America. 
	Monitor and maintain vendor effectiveness and risk by overseeing service, safety and regulatory failures.
	Interface & coordinate efforts with multiple departments including Legal, HR, I.T., Ops, Sales & Flight.
Results: Company opened seven new locations in 2005, successfully bid and landed airline handling contracts & ad hoc services worth $2.5M in 2005.

Manager Airport Service Contracts

ATA Airlines

	Responsible for direction and leadership of Customer Service Training & Support for nation’s 10th largest airline including oversight of training for two large scale Call Centers and 45 airport site operations. 
	Managed staff of 32 including supervisors, instructional designers, coordinators and training specialists.
	Administered $2M annual budget to support these activities.
	Liaison with major internal clients to align all training and safety efforts with policies and procedures.
Result:  Company Rated in Top 50% of all major airlines in D.O.T. ratings (Q1/2004).     
	Developed trainer certification program to address retention and advancement of quality training specialists. Result: Within four months, six senior training specialists received certification and advancement.
Training Department supported Call Center Expansion, five new domestic stations & seven new Mexico/Caribbean stations in support of the company’s aggressive expansion program (45% / 3 years).    
Result: Met the challenge despite a post 9/11 staff reduction of 66% and a budget reduction of 45%.

Manager Customer Service & Reservations Training

	Promoted to Director (1997) with added responsibility for Recruiting Department, managing main office staff of ten plus training supervisors in three regional facilities (Sacramento, South Bend, Baltimore).
	Corporate Safety Oversight Board member as sole representative of the Station Operations Department.
	Established and published policy/procedure and disseminated to field station management and frontline. 
	Supported the successful Customer Service launch and operation of a new East Coast division. Effectively managing staff recruitment/training, procedures development, implementation, and training facility coordination. Result: Within six months, division was the most profitable in the corporation.
	Created comprehensive corporate Hearing Conservation Program in response to OSHA citation, including obtaining required certification and purchasing requisite testing equipment.  Result: OSHA suspended  proposed fine. Employees continue to receive effective HCP education and hearing evaluations. 
	Represented corporation in all security issues as Corporate Security Officer to FAA Security Inspector.
	Corporate customer service/security representative for regional airline lobby (RAA) in Washington, D.C.

Director Customer Service Training & Support

Air Midwest, Inc.

1988-1991
	Assistant to the Divisional Vice President responsible for Training, Properties and Facilities, vendor contracts, and major marketing partner liaison (TWA).
	Represented company in all security issues as Corporate Security Officer to DOT/FAA.
	Divisional customer service representative for regional airline lobby (RAA) in Washington, D.C.
	Managed divisional safety and security training.
1983-1988
	Oversaw and directed daily operations of a commuter airline field station.
	Recruited, hired and developed staff of 14 Customer Service Agents
	Managed ground operation handling for four airline operations, comprising 45% of all airport traffic.

Manager Customer Service Training / Assistant to the Vice President of Operations / Station Manager

Specialties: 
Lead large scale recruiting, training, safety and QA programs.  Corporate Representation to Clients, Regulatory Agencies and Community Groups in the areas of Recruitment, Safety, Service, Security and Compliance.

Instructional Design and Training Delivery Guru.   Policy and Procedure Ace.
Author/Developer of Employee Handbooks, Operations Manuals and Product User Guides.
Operational Leadership at a Divisional Level with oversight of large geographical territories.
Negotiator as Buyer and Seller of Large-scale contracts on a wide array of services and products.

	Former Steering Committee Member- United Airlines Airside Partners in Safety Committee
     Former Corporate Committee Rep- Delta Underwing Partner Safety Leadership Team (UPSLT)
	Former Certified Audiometric Technician – OSHA Hearing Conservation Program
	Certified Ground Security Coordinator – FAA Aviation Security Program
	Certified Complaints Resolution Official – DOT Air Carrier Access Act / Americans with Disabilities Act
	Proficient in Microsoft Word, Excel, PowerPoint and Outlook and various LMSs.
	Former US Airways Express – Combined Emergency Accident/Crisis Response Team



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