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Manager Customer Service

Hermosa Beach, California, 90254, United States
November 29, 2017

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C. Ryder Resume Page * of *

Christian Ryder

Hermosa Beach, CA 90254 310-***-**** SUMMARY

Trusted senior manager with strong financial and key performance indicator (KPI) results in the ground handling industry. Over 13 years of experience in air cargo, ramp services, cabin cleaning, passenger services, and GSE maintenance management, with valuable insights into multiple issues impacting the industry globally, and more specifically, in Los Angeles. Respected by colleagues for leadership and proven ability to achieve or exceed financial targets and KPI results, ensuring delivery of safe, high quality products to our customers. Serving as a trusted partner, cultivated and retained exceptional customer relationships, as well as having developed new customers eager for a more personal experience, resulting in a solid client portfolio. Seeking senior leadership opportunities in distribution and logistics. LEADERSHIP CORE COMPETENCIES


General Manager, Ground Handling

Swissport, Los Angeles, CA, 2015 - 2017

Delivered full operational and financial oversight for the Swissport Ground Handling division at LAX. Oversaw operations, human resources, finance, health and safety, GSE maintenance, training, transportation, and business development departments comprised of 1,100 employees and 30 airline customers.

Managed a $55 million P&L and collaborated with financial director and operations team to adjust and verify forecast, communicated to executive leadership team members.

Served on the management team to improve line staff efficiency, implement control measures and reaffirm policies and work schedules to match flight schedules. This resulted in achieving a $2 million EBITDAM improvement from 2015 results and exceeding a budget in 2016 by $750K.

Secured 7 new airline contracts through open communication and responsiveness to the customers.

Led teams through hands-on daily management to ensure workplace health and safety requirements were met. This resulted in a 20% improvement from the 2015 health and safety results.

Worked with management team to achieve highly respected airline accreditation (ISAGO) recognizing exceptional commitment to international operational and safety regulations.

Senior Operations Executive Full P &L Oversight & Accountability Manager

Cargo Facility Expert Employee Counseling & Coaching Mentor

Multi-Business Unit Director KPI Development and Tracking Leader

Business Expansion & Development Leader Business Turn Around Facilitator

Safety & Security Incident Reduction Facilitator Customer Experience Champion C. Ryder Resume Page 2 of 2

Menzies Aviation, Los Angeles, CA, 2005 – 2015

Operations Manager, Ground Handling, 2013 - 2015

Managed ground handling division at LAX, overseeing and controlling a $32 million P&L. Oversaw operations division and supervised 17 airline customers, 700 employees, 3 business units.

Directed business development and contract negotiations through transparency, open communication, and responsiveness to the customers. This resulted in earning back two new contracts that increased revenue by $2 million per year.

Reduced payroll costs 9% by creating more efficient scheduling methods and operational timelines, saving thousands of dollars weekly through much-improved productivity. Terminal Manager, Narrow Body Operations, 2009 - 2013

Managed Narrow Body business unit comprised of 4 airlines and 140 employees. Served as the head of this unit overseeing 5 managers involved in daily operations.

Directed resource allocation by selecting equipment and manpower to make sure they’re properly assigned to the airlines. Made sure employees schedules matched airlines’ needs. Identified cost reduction by reviewing vendors.

Managed contract renewals with key LAX customers by successfully negotiating agreements generating over

$7.5 million in revenue per year.

Implemented safety and security procedures for staff, equipment, and aircraft by creating and implementing new policies and procedures.

Acting General Manager of Cargo, 2007 2009

Managed 6 cargo business units, 350 employees, and $15 million P&L.

Led new business development, resource allocation, lease initiation, license renewals, and new product process implementation.

Interfaced with customers, government entities, and executive management to ensure standards were being adhered to and shortfalls were being addressed and corrected.

Managed payroll, process compliance, KPIs, weekly/monthly budgets, and customer service.

Served as regional trainer for dangerous goods awareness and palletization (certified through IATA.) Cargo Duty Manager, 2005 2007

Managed 40 employees for Air China’s cargo facility.

Created work schedules for office and warehouse employees to optimize performance.

Enforced safety and security compliance to create a safe environment.

Managed vendors to ensure resources were properly allocated and distributed.

Directed warehouse reorganization and optimization to maximize space and flow for additional airlines and cargo.


Bachelor of Arts, Political Science, Loyola Marymount University, Los Angeles, CA, 2004

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