Customer Service Manager

ARA HAYDEN

*** ******** ******, ** #**** Atlanta, Georgia 30308 972-***-**** ***********@*****.*** QUALIFICATIONS PROFILE

Signature Strengths:

Operational Oversight

Customer Service

Contract Negotiations/Vendor

Management

Staff Leadership/Development

Revenue Growth/Cost Reductions

Client Relationship Management

Strategic Business Planning

Accomplished professional with broad-based expertise in operations management, business strategy, and exceptional customer service. Airport, terminal management, passenger transportation, and marketing experience.

Metrics-oriented with success in analyzing key business drivers to achieve goals for revenue and performance.

Expertise in leading process improvement to reduce costs, increase efficiency, and impact results while maintaining optimal employee engagement, safety, and performance standards.

Skilled at building collaborative relationships with internal and external business partners; a respected leader and solution provider who recognizes the connection between employee engagement, customer satisfaction, and results.

PROFESSIONAL EXPERIENCE

MV TRANSPORTATION, INCORPORATED [2015 – 2017]

Support startup phase for newly acquired contracts by the largest privately owned transportation contracting firm in the U.S. Customer Service Manager – Atlanta, Georgia (2016 – 2017) Managed customer service functions associated with MARTA Mobility Paratransit service, the largest MV client at the time of acquisition.

Key Contributions:

Ensured all regulations and guidelines are followed in accordance with the Federal Transportation Administration and the Americans with Disabilities Act.

Resolved all customer service issues including those escalated to the mayor’s office, media, and client executive leadership.

Conducted community relations and outreach activities. General Manager – Bob Hope Airport, Burbank, California (2015 – 2016) Managed all aspects of transportation services for airport passengers and employees. Key Contributions:

Managed union and non-union staff of 60.

Collaborated with airport leadership to ensure quality customer service and safe passenger transport. Recognized by airport personnel for seamless transition.

RICONDO & ASSOCIATES, INCORPORATED, Atlanta, Georgia [2012 – 2015] Managing Consultant

Provided guidance as a representative of the largest independently owned aviation consulting firm in the U.S. Key Contributions:

Provided operations improvement input at the Hartsfield-Jackson Atlanta International Airport, including evaluating transportation policies, identifying deficiencies, and making recommendations for increased transparency.

Completed project on time.

DALLAS/FORT WORTH INTERNATIONAL AIRPORT, Dallas, Texas [2005 – 2012] Assistant Vice President, Point of Service (2007 – 2012) Directed transportation operations, supporting six million airport customers and employees for multiple facilities spanning 17,500 acres. Ensured compliance with federal, state and local regulatory guidelines. Managed a $7.5 million operating budget. D

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Key Contributions:

Led a division that contributed to increasing revenue from $94 million to $107 million within five years.

Directed an initiative to outsource operations to a third party, resulting in an annual savings of $2 million.

Managed service contracts valued at $42 million, ensuring compliance with terms.

Led a staff of 120 full-time employees and 700+ contract employees, building a high-performing team.

Directed procurement activities, securing services and assets, including a fleet of 150+ buses and passenger vans.

Increased employee engagement scores by 12%.

Improved customer satisfaction ratings across four product lines for five consecutive years as a result of improved cleanliness, safety, customer service, and maintenance standards.

Built critical relationships with regulatory agencies, including the Federal Aviation Administration, Transportation Security Administration, Department of Public Safety, and city representatives from the Dallas and Fort Worth regions; provided emergency support at the airport and surrounding areas.

Directed team arrivals for the 2010 World Series and 2011 Super Bowl, relief flights for victims of hurricanes Ivan and Gustav, and logistics for military Rest and Recuperation flights for one million troops returning from combat in Afghanistan.

Partnered with Planning, Asset Management, Engineering, and Airport Development to identify and resolve issues pertaining to construction, traffic routing and signaling, lighting, and code compliance.

Teamed with Airport Development and Dallas Area Rapid Transit in planning for construction of a rail station on airport property as part of a $4.7 billion expansion project.

Achieved recognition for exceptional performance, receiving an unprecedented promotion directly from mid-management to an executive leadership position.

Assistant Terminal Manager (2005 – 2007)

Selected from 197 applicants to assist in the opening and operation of a new 2.5 million square foot international terminal, supporting seven million passengers annually with 200+ vendors and service providers. Managed a 30-member team, creating a culture of operational and customer-facing excellence at the world’s fourth busiest and award-winning airport. Key Contributions:

Directed a staff charged with managing curbside transportation activity, aircraft ramp control, ground support operations, and terminal activities.

Cultivated and maintained partnerships with internal and external clients to ensure seamless operations; served as liaison between the airport, airlines, concessionaires, vendors, government agencies, and contractors. CARMAX – THE AUTO SUPERSTORE, Irving and Garland, Texas [2003 – 2005] Assistant Business Office Manager

Directed the activities of a 20-member team responsible for vehicle title management and purchase contract administration. GREYHOUND LINES, INCORPORATED [1994 – 2003]

Marketing Manager Eastern Region – Dallas, Texas (1998 – 2003) Business Analyst II – Dallas, Texas (1997 – 1998)

Terminal Manager – Baltimore, Maryland (1995 – 1997), Raleigh, North Carolina (1994 – 1995) Delivered strategic marketing initiatives for the largest provider of intercity bus transportation in North America. Managed multiple terminals in Baltimore, Maryland and Raleigh, North Carolina markets. Key Contributions:

Directed overall operations at the Baltimore terminal, the eighth highest performing facility in the company, producing revenue growth of $2 million from $6 to $8 million in less than two years.

Identified, developed, and executed programs to stimulate revenue growth within the high-profile Montreal to Florida region, the most profitable region in the company. EDUCATION

UNIVERSITY OF PHOENIX, Dallas, Texas

Master of Business Administration (2003)

NORTH CAROLINA AGRICULTURAL AND TECHNICAL STATE UNIVERSITY, Greensboro, North Carolina Bachelor of Arts in Psychology (1992)

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