Customer Service Manager
Resume:
MCCOY D. PREECE
**** **** ***** ****** **** Jordan, UT 84084
DIRECTOR OF OPERATIONS
Leading By Example
PROFILE
Motivated Director of Operations with thirty-three years of successful experience in airline / airport and travel operations as well as a high level of expertise in upper management, aviation / transportation security, project management, and customer service including but not limited to financial / budget management, human resources and training, strategic planning, procurement, ticketing, gate, ramp, cargo, and baggage operations. Possess excellent organizational qualities, able to streamline and improve team goals and achievement. Consistently recognized as able to improve organizational effectiveness and efficiency through supervisory skills, budget management, and multimillion dollar project oversight.
Highly accomplished, dynamic, and conscientious executive who facilitates organizational growth through continually delivering exceptional performance. A results-oriented and driven professional with broad-based expertise in organizational and staff management, scheduling, training, and development as well as, oversight of airline security and customer service operations.
• A builder of high performance business management teams and a natural team leader, mentor, and motivator thriving in environments requiring a high level strategist and a big picture thinker, able to successfully work independently or as part of a team in high pressure, delivery oriented environments. Consistently driving towards positive change and exceeding corporate goals and objectives.
• Fully knowledgeable on compliance procedures for various governmental agencies including the Federal Aviation Administration (FAA), Transportation Security Administration (TSA), and Environmental Protection Agency (EPA)
CORE COMPETENCIES
Project Development • Project Planning • Business Management • Budget Development • Budget Oversight
Multi-Site Management • Customer Service Strategist • Internal Project Communication • Staffing
Schedule Development and Control • Team Building • Training • Team Leadership • DOT
Operations Process Re-Engineering • Quality Improvement • Solution Design • OSHA
Human Resources . Recruiting . Hiring . Employee Development
PROFESSIONAL EXPERIENCE
JetStream, Ground Services Charlotte, North Carolina 2011- Present
General Manager 2011- Present
Managed a team of 8 Managers 15 Supervisors 35 Leads Agents and 300 Cleaners. Oversaw the entire Aircraft Appearance operations of US Airways in their largest HUB operation of over 300 flights daily.
• Oversight and operation of United and Continental Airlines Cargo handling
• Air Tran 2nd shift ground handling Ramp Operations and Aircraft Appearance
• Maintained a 4.5 million dollar budget including explaining variances as required. Identified areas where we could reduce budget dollars and effectively made changes to ensure compliance.
• Hired and scheduled all work areas as well as mentored, trained, and coached over 270 Aircraft Appearance employees in a 300 a day flight operation.
• Collaborated daily with US Airways on ways to improve all facets of the operation
• Reduced aircraft delays from approximately 40 a month to 8 a month, in first 3 months
• Improved audit scores from an overall score of 84% to 92% within 3 months taking the position
• Management oversight of Continental and United Cargo warehouse, 7 employees and budget of 1 million dollars.
• Oversight of Air Tran 9 flight a day operation, including 13 employees.
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AirServ, Corp Salt Lake City, UT 2010 – 2011
Manager Quality Assurance, Safety, Training 2010 – 2011
Responsible for the oversight, Quality Assurance, Safety, and Training of over 200 employees.
• Responsible for all weekly, monthly and quarterly reports to local and corporate leadership. Regular compliance with OSHA and DOT focused requirements.
• Developed, organized and distributed training materials. Insured local and corporate policies and procedures were being distributed and in being complied with.
• Investigated and followed up with all incidents or accidents involving clients, employees and or equipment.
Frontier Airlines, Inc. Denver, CO 1998 – 2010
Director Hub Operations Denver International Airport 2009 – 2010
Successfully led and directed a leadership team of six Managers, 20 Supervisors, and 29 Coordinators. Oversaw Domestic and International operations, Ticket Counter, Curbside, Concourse Gates, Customer Service Centers, Baggage Service Center, and the SCOUT program which handles special needs passengers, unaccompanied minors, and very important persons. Regular compliance with DOT and OSHA focused requirements.
• Hired and scheduled all work areas as well as mentored, trained, and coached over 350 Customer Service Agents and 178 Scouts for operation of 180 flights per day.
• Built, managed, and maintained over a $22,000,000 budget including explanation of variances within the budgeted month, quarter, and year.
Regional Manager 2006 – 2008
Managed a team of 17 Station Managers throughout the central United States, Mexico, and Costa Rica. Managed over 350 employees, including providing positive reinforcement, motivating, counseling, resolving issues, hiring, and terminations. Oversaw building and maintenance initiatives that averaged $8,000,000 to $12,000,000 per budget. Accountable for on-time performance and operations of 100 daily flights total, including international operations into Mexico and Costa Rica.
• Identified and reported all mishandled baggage for assigned stations and resolved with corrective measures and lowered mishandled baggage reported to Department of Transportation (DOT).
• Teamed with the Mexican governing agency (DGAC) in Mexico ensuring a positive and compliant operation for Frontier Airlines, along with contract handler in Mexico.
• Collaboratively worked with contracts and vendors regarding fees for flights over international waters and foreign countries (SENAM charges).
• Supervised all cargo (Domestic and International) shipped to and from respective stations.
Manager Station Operations Training 2000 – 2006
Managed a team of below wing instructors and implemented system-wide training of all below wing operations including Weight and Balance, Ramp, Cargo, and Hazardous Material Recognition and Acceptance. Assisted in the development, testing, and training of Aircraft-based Weight and Balance program (AWB). Implemented new and current materials, curriculum and educational tools, development and training programs, and products and services utilizing a variety of delivery systems including traditional and nontraditional methods and media. Assessed individual and organizational performance issues. Recommended or developed training and non-training enhancements as well as solutions. Sustained performance initiatives by continually updating current programs and developing a wide variety of learning experiences for an effective and inclusive training curriculum. Consulted and collaborated with leadership identifying needs, planning strategies, delivering learning services, and identifying programs and tools which reinforced learning.
• Coordinated the opening of over 50 domestic and international cities, system-wide. As subject matter expert assisted in the writing of Station Policy and Procedure Manuals as directed by Safety and Compliance and the Federal Aviation Administration (FAA).
• Efficiently created and maintained training records in accordance with FAA and company policies and procedures.
• Coordinated the development of a Computer-Based Training (CBT) module utilized for recurrent distance training.
• Implemented scanning procedures for United States Postal Service, per contract.
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System Operations Training Coordinator 1998 – 2000
Facilitated all aspects of operations training including Weight and Balance, Cargo, Hazardous Material Recognition, and Flex Pak Shipments. Provided Customer Service training for Security and Ground Security Coordinators. Educated Ramp personnel on best practices and optimized functionality. Trained Flight Attendants and Captain Upgrades on Security, Hazmat Recognition, and hi-jacking procedures. Maintained and updated other training materials as necessary.
• Monitored agents on efficiency of work as well as kept records of required and recurrent training. Collaborated with Managers, Directors of Stations, Vice President of Operations, and Vice President of Customer Service.
• Teamed with the Federal Aviation Administration (FAA) and resolved Hazardous Materials, Weight and Balance, and other FAA related issues.
Frontier Airlines, Inc. San Francisco, CA 1998
Special Assignment / Interim Manager
Frontier Airlines, Inc. Salt Lake City, UT 1995 – 1998
Customer Service Coordinator 1997 – 1998
Customer Service Agent 1997
Nomad Travel Inc. Salt Lake City, UT 1985 – 1997
President / General Manager
International Exchange School Salt Lake City, UT 1986 – 1989
Vice President
Frontier Airlines, Inc. Denver, CO 1984 – 1985
Assistant Manager
System Aircraft Appearance
Frontier Airlines, Inc. Seattle, WA 1982 – 1984
Station Agent
Frontier Travel and Tours Vernal, UT 1977 – 1982
General Manager
Station Agent
EDUCATION
Political Science and Communications
Utah State University Logan, UT
PROFESSIONAL EDUCATION
North American Travel Careers (BRANIFF Airlines)
Human Resource Department Leadership Training “Investment in Excellence” (Frontier Airlines)
Agency Data Systems (ADS)
Sabre Training, Travel Agent Management System (TRAMS)
(American Airlines Dallas, TX)
Institute of Certified Travel Agents (ICTA) (Salt Lake City, UT)
Lean Six Sigma, Leatherman Leadership, DISC, Mindset of Leadership (Frontier Airlines Denver, CO)
PROFESSIONAL TRAINING
Ground Security Coordinator Instructor • Highjack Intervention and Security Instructor • Security Checkpoint Operations
Handling Customers with Disabilities • Hazardous Materials Recognition (DGR) • Hazardous Materials Acceptance
EEOC / Sexual Harassment Prevention Training • Aviation Incident Reporting Management • Diversity Training
SONIC Ticketing Training • SHARES Tickets Training • SABRE Ticketing Training • Staffing and Scheduling
Frontier Airlines Leadership Training • Conflict Resolution Training • Managing Difficult People
Complaint Resolution Official • Ground Security Coordinator
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PROFESSIONAL HONORS and AWARDS
Charter Member Frontier Airlines FIRST TEAM (1996)
Leadership Excellence Award (1985)
Certified Travel Consultant (CTC) (1986)
Elected to Who’s Who in the West (1989 – 1990) Edition
Elected to “Outstanding Business Executives” (1995 – 1997)
Charter member Institute of Certified Travel Agents Education Forum (1988)
Chair Person Quality Circle Focus Group – Frontier Airlines (1984)
Utah High School Activities Association – Official
Business Partner South Salt Lake Business District (1987 – 1993)
Chamber of Commerce of Vernal Utah, South Salt Lake and Salt Lake City (1981, 1985 – 1995)
Special recognition award for “Service Above and Beyond Expectations” Frontier Airlines (2003)
Appreciation Award in developing, testing and deploying – Frontier Airlines Weight and Balance AWB program (2006)
Special Recognition for Services Above and Beyond during Hurricane Wilma (2005)
LANGUAGE FLUENCY
English and Spanish
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