James E. Miller

703-***-**** ac1n38@r.postjobfree.com

linkedin.com/in/jamesemiller62

Outgoing and personable leader of people and resources in the airline and security industries, recognized for outstanding customer service and process improvement.

Excellent communicator and motivator who empowers people during times of organizational change by building a shared sense of purpose aligned with corporate strategic goals. Works well under pressure and excels in a crisis. Seeks out and enjoys tackling new challenges. Key skills include:

Interpersonal Communication

Conflict Resolution

Corporate Perspective

Organizational Change

Personnel Recruitment

Crisis Management

Top Secret Clearance

Business Administration

Employee Engagement

Budget Planning

Resource Management

Customer Outreach

Strategic Planning

Government Relations

Process Improvement

Training and Instruction

Public Speaking

Process Integration

PROFESSIONAL EXPERIENCE

UNITED AIRLINES, Dulles, VA 1984 - 2004, 2015 - present

Area Manager, Hub Operations, 2015 - present

Manager, Customer Service, United Express, 2003 - 2004

Manager, Training and Safety, Swissport USA, 2003

International Cargo Planner, 1998-2003

Reservations, Ramp Services, and Air Freight Operations, 1984- 1998

Leading 400 ramp employees and shift supervisors at Washington Dulles International Airport, overseeing all flight operations for United and United Express; leadership resulted in Dulles becoming the first hub to earn United Safety Gold certification.

Oversaw over 100 customer service personnel, 11 shift managers, and a $30 million budget for United Express at Dulles, maintaining strong customer service scores and employee morale during a challenging time for United as it worked to emerge from bankruptcy.

Served on special safety task force to review ramp operations and reduce accidents, leading to equipment and procedure modifications; traveled nationwide to educate ramp employees on new procedures and best practices.

Instructed new hires on all aspects of aircraft ramp service, to include weight and balance, docking and loading, and hazardous material handling, as well as evolving FAA regulations.

Helped launch international service at Dulles, serving as lead ramp supervisor for European flights.

LOCKHEED MARTIN, Chantilly, VA 2006 - 2015

Industrial Security Manager / Crisis Management, 2009 - 2015

Environmental Services Manager, 2007 - 2009

Physical Security Officer, 2006 - 2007

Led teams of security personnel at 5 top secret facilities in Northern Virginia, coordinating with US Government customers to ensure seamless integration with the government’s security apparatus and regulations.

Conducted crisis management training exercises for Lockheed Information Systems & Global Solutions (IS&GS) facilities nationwide, working in concert with Lockheed’s Global Emergency Operations Center to improve disaster response effectiveness; developed and implemented tailored, site-specific crisis management protocols for all facilities.

Served on the Physical Security Working Advisory Group, an internal panel of experts chartered to review and recommend changes to security practices and procedures to better respond to the dynamic counterterrorism security environment.

Stepped up to oversee IS&GS’s Consolidated Access Processing Center, which conducts suitability interviews, reviews background checks, and evaluates SF-86 submissions for US government security clearances.

PROFESSIONAL TRAINING

FEMA Emergency Management Institute / National Incident Management System 2015

Lockheed Martin Full Spectrum Leadership 2007