Melissa J. Kelley

Phone: 404-***-**** Email: accbmh@r.postjobfree.com

OBJECTIVE

Seeking a position offering opportunities for personal contribution and professional growth.

QUALIFICATIONS

A highly motivated, driven, and respected airline professional, possessing a unique background

in engineering and proven success in many aspects of airport customer service management,

including experience in Headquarters, small and large city operations, as well as the Vendor

arena.

WORK HISTORY

Sept 2012 – Present General Manager, AirServ Corporation – Atlanta

Oversee daily operations of Above Wing operation for AirServ with approx. 500 frontline

employees, including wheelchair contracts, and passenger service contract for several airlines in

ATL. P&L, monthly financials, daily staffing, Safety, Training, recruiting, and client relations

are part of daily responsibilities. Active member of Airline Airport Manager Assocation at

ATL.

2010 – Sept 2012 Manager of Services, American Airlines – Atlanta

Effectively lead a team of five managers and 100+ front -line employees at a thirty-two flight-a-

day Tier 2 station with the complexity of AA and Eagle operations. Consistently exceeded

operational and financial performance objectives. Led Tier in On-Time Performance for 2011,

as well as lowest number of c ontrollable baggage mishandlings. Drove change in baggage

culture resulting in 53% improvement in code 5 tracers YOY. Won Most Improved Baggage in

Tier two years running. Exceeded 2011 LWC goal of 9 with only 3LWC. Led change in

operational efficiency resulting in productivity improvements for both agents and clerks,

reducing station overtime by 43% YOY and FSC OT% improvement from 6.9% to 4.2% YOY,

a savings of $110K. Won 2011 Most Improved Operational Excellence in Tier 2. Active

participant and leader in local community efforts for Habitat for Humanity, Hosea Feed the

Hungry, and AA Joint Leadership Team initiatives. Acting General Mgr – Summer 2012.

2008 - 2010 Management Development Program, American Airlines – St. Louis, Denver

Gained strong hands-on operational experience as acting Customer Service Manager in all

areas while ensuring station goals were consistently met or exceeded. Involved with station

admin responsibilities including monthly close and yearly budget process. Contributed to

dependability improvements in Denver from 48% to 80% in 6 months. Exposed to off schedule

operation events including ski city diversions and bussing operation. Implemented new work

schedule in Auto Shop to increase efficiency and prioritize workload, resulting in increased PM

compliance from 30% to almost 90%Performed station quarterly internal audits. Participated in

local employee engagement programs, as well as local community efforts for Habitat for

Humanity, Great Forest Park Balloon Race, and as a volunteer in a station-sponsored

humanitarian relief project to San Salvador.

2005-2008 Industrial Engineer, American Airlines – Dallas, TX Headquarters

Developed and maintained corporate work standards for Passenger and Ramp processes.

Coordinated on-campus recruiting, as well as internal and external interviewing processes for

the Airport Consulting Group. Airport Services department coordinator for Rela y for Life.

Organized and motivated two teams, and exceeded AA Corporate fundraising goal of $150K by

raising $10K.

EDUCATION

Bachelor of Science. Industrial Engineering, University of Oklahoma, 2005

3.7 GPA, Graduated with Distinction, Summer abroad in Clermont-Ferrand, France

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