Customer Service Manager

Michael Wanner

Email: *********@********.***

Address: **** ****** ** ****

City: Alexandria

State: MN

Zip: 56308

Country: USA

Phone: 320-***-****

Skill Level: Management

Salary Range: $95,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

MICHAEL WANNER

*********@********.*** 320-***-**** www.linkedin.com/in/michaelwanner

SUMMARY

Energetic and hands-on Director of Operations with extensive experience leading large teams through unprecedented change while achieving strong operational results. Proven success managing a $500 million budget through cost controls and disciplined adherence. Strategically balances project oversight and progress with ongoing operational requirements. Demonstrates attention to customer needs at all levels, from top executives to the occasional customer. Recognized by senior management for ability to achieve results and also by employees for willingness to listen. Significant accomplishments include:

Team Leadership - Led the largest team in the company with over 1,000 employees while modeling the leadership philosophy that every employee is as valuable as the customer.

Strategic Planning - Achieved 30 - 40% improvement in operational results, including a 35% budget improvement, through consistent focus on critical initiatives in spite of significant external challenges such as doubled customer levels, decreased gate capacity and 9 major construction projects.

Change Management - Spearheaded the merger of 2 separate workforces, processes and systems while integrating union personnel into a non-union culture.

PROFESSIONAL EXPERIENCE

DELTA AIR LINES, INC. Based in Atlanta, GA 1997 - 2012

Director of Operations - Los Angeles, CA Airport (2009 - 2012)

Managed the entire Delta operation at the Los Angeles airport (LAX) including staff, ground equipment, vendor contracts, facility construction, compliance with external agencies and a $500 million annual budget.

* Directly supervised 27 managers with 1,000 indirect reports for the 6th largest station in the global system.

* Improved on-time performance by 30% on over 6,000 flights per month within two year timeframe.

* Significantly exceeded efficiency averages by successfully managing 11 flights per gate per day versus company average of 5 flights per gate per day.

* Maintained 100% compliance with federal and state employment and environmental laws, ensuring all FAA and TSA regulations were met for safety, security and training.

* Improved baggage performance by 50% within 15 months while overall baggage and passenger capacity levels increased.

* Successfully merged the largest group of union and non-union employees in the company.

* Achieved perfect record of no employee lawsuits or agency fines during tenure.

* Negotiated and managed significant vendor contracts including catering and security, up to $100M annually.

* Drove budget improvement from 25% over plan to consistently maintaining 10% under budget through analysis of expenses and implementation of controls to better manage inventory and supplies.

* Managed 9 major construction projects totaling $275 million while maintaining high customer service levels.

* Successfully maneuvered the 50% growth in flight schedules and hiring of over 500 new employees.

* Fostered open and direct relationships with employees through hands-on leadership and face-to-face communication which provided support through significant merger with Delta and the related union impact.

* Personally exhibited the company commitment to the community through volunteering with Habitat for Humanity and the new Los Angeles Children`s Hospital.

* Led the initiative to train half the entire staff on new technology, without negative impact to customers.

* Supported top executives from key customer accounts to ensure they received topnotch customer service.

Director, Labor Relations (2004 - 2009)

Administered all collective bargaining agreements, ensuring that all company actions were in compliance with contractual obligations.

* Successfully negotiated a $250 million union contract for ramp and customer service employees.

* Investigated and eliminated over $3 million in annual revenue leakage (theft).

* Played critical role in the mechanics strike of 2005 by serving as part of the security team to protect replacement mechanics, investigating threats to company executives and staffing the hotline for strike related questions to ensure that operations continued smoothly.

* Provided advice on over 1,000 employee cases per year to front line operational managers on collective bargaining, performance management and employment-related topics.

* Protected company in litigation through diligent research of discipline and discharge cases, ensuring that -Just Cause Standard- was met and the performance development process was followed.

* Developed and delivered contract training for over 100 managers to teach them how to lead in a union contract environment.

Senior Operations Manager (2003 - 2004)

Managed the ramp operations at the Minneapolis airport with emphasis on luggage handling and the impact on customer service and satisfaction.

* Supervised 6 shift managers directly and 1,400 employees indirectly.

* Reduced international lost and damaged luggage claims by 39% within 1 year through successful leadership of the luggage handling project which addressed issues with bag screening and capacity.

* Led the scheduling efficiency project which achieved 15% reduction in staff, including real time staffing tests.

* Chaired the MSP Alliance team and developed and implemented the rollout of the new Delta Alliance initiative with business partners such as Mesaba.

* Key liaison with the TSA for all luggage screening issues, addressing capacity issues of both the TSA and Northwest Airlines (now Delta) luggage handling system.

* Managed all capital requests ranging up to $25 million each, including building and writing the business case to obtain approval for large purchases.

Manager, Station Operations (1998 - 2003)

Managed the station operations through rotation in Minneapolis, Seattle and Grand Forks/Wichita which included staffing, budgets up to $100 million, vendor contracts and compliance with external agencies.

* Recruited and hired station personnel, up to 400 in one location.

* Developed a procedure in Seattle to coordinate the transfer of luggage between 250+ code share flights.

* Reduced luggage transfer claims by 20% through participation in creating a new process to retrieve real time information in order to prioritize connecting flights with Alaska Airlines.

* Facilitated improvements in performance between Northwest Airlines stations and outlying cities through personal visits to exchange information and increase understanding of requirements and issues.

* Managed the first transition of a Northwest Airlines city to all regional jets in Wichita.

* Partnered with Mesaba to improve performance on various luggage and on-time issues.

EDUCATION

B.S. in Aviation Management - Southern Illinois University, Carbondale, IL

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