Regional Manager / Director Project Manager

Robert Pannell

Cary, NC

https://www.linkedin.com/in/robertpannell/ 919-***-****

http://www.RobertPannell.com ******.*********@*****.***

Senior Station Manager

15+ years of experience delivering $150M in annual enterprise savings; achieved by streamlining individual station teams into a leading regional organization, especially through station restructuring & customer experience implementations. Customer Service Scores elevated by nearly 65% y-o-y for individual station. 15+ years of driving operations teams of up to 100 sales agents with up to 5 offshore resources & 8 outside vendors delivering up to $175M in annual revenues for individual station.

Change Management Process Reengineering Regional Implementation Station Strategy Station Turnaround Merger Integration Union Negotiations Large-Scale Team Management Manpower Strategy Staffing Models

Staff Development Customer Relationship Building Project Management Lean/Six Sigma

Work Experience

United Airlines, Raleigh, NC 2010 - Present

General Manager

Manage $11M budget to direct >100 airport sales agents & 8 vendors to support 25 to 30 on-time flights/ day transporting between 2400 & 2750 customers yielding $175M total annual revenues.

Station Management

Increased local Profit margin by 29% after lowering overall costs by $3.75M with additional benefit savings of ~$1.5M as Change Manager negotiating partial outsourcing to vendor contracts & guiding staff through transition

Integration Staffing model adopted for 19 other stations & >1000 more staff upon realization of synergies

Achieved 92% reliability & increased customer satisfaction levels during transition

Negotiated additional layer of leadership into vendor contract

Realized $40M savings across region through an increase in regional hour utilization of 26% by directing a regional Initiative to ensure all stations are measured along standardized manpower processes & metrics

Spiked by 65% Customer Service Scores y-o-y for station, becoming regional leader with emergence of local pride

Incented staff to demonstrate “Above & Beyond” attitude especially in stress-rich situations by creating local rewards program based on individual & overall station customer service metrics

Employee engagement in coaching team members to high performance became cultural norm.

Realized cost savings of $225K while gaining 37% increase in baggage performance in 1st 6 months of implementation of Mishandled Baggage Initiative

Ensured additional leadership level solely for baggage initiative when negotiated vendor contract

Developed new process for baggage re-routing by creating accountability chain

Created expectation for active monitoring of every flight’s baggage to catch errors in time to correct

Handled merger between non-union work group & fully unionized workgroup

Achieved 7.5% savings on $1M, 8-month Terminal Relocation with no customer disruption & on-time completion in spite of significant scope revisions from UA & CAL merger announced 5 months into project

Directed 35 staff & 5 vendors as Project manager

Provided seamless transition for >1000 customers by planning & attaining required overnight changeover

Enabled migration of 65 UA staff to CAL IT & payroll system & directed training of 100 staff post-merger

Continental Airlines, Cleveland, OH; Greensboro, NC; Raleigh, NC 1988 - 2010

General Manager

Managed $7M budget to direct staff of 45 airport sales agents & four 3rd party vendors supporting up to 18 on-time flights/day handling between 1300 & 1650 customers yielding >$100M in total annual revenues.

Station Management

Generated $150M in annual savings company-wide after stabilizing region’s staffing across seasonal demand fluctuations by creating Flexible Staffing Model that became company standard

Eliminated need to hire up for peaks & furlough for low demand

Eliminated on-boarding & furlough expenses

Delivered 98% average controllable on-time performance & >95% passenger satisfaction by fostering environment in which customers experienced high level of customer service

Manage front-line operations to ensure friendly & efficient customer transactions while maintaining safety & security directives

Completed on-time $500K CAL Facility Move From Terminal B to Terminal 1 Extension with no customer disruption & 15% savings on budget despite timeline shortened by 17%.

Directed 12 staff & 3 vendors as Project Manager.

Realized additional savings of $65K after sale of equipment from old facility.

Saved $225K annually through contract realignment expanding ability to drive vendor performance by increasing leverage in negotiations & driving greater accountability through on-site leadership

Bid on contract as single unit after creating airline consortium lowering costs via realization of synergies between carriers

Became region’s 1st station to be fully operationally compliant to new post 9/11 security regulations without outsourcing additional contracts, negligible delays & >97% employee buy-in

Designed & implemented plan to fully insource passenger & bag security functions until TSA formed

New staffing package created & implemented in 10 days

Training completed for entire work group in 7 days

Limelight Cleaning, Raleigh, NC 1997 - 2004

Owner

Led aircraft cleaning- maintenance company with up to 10 employees delivering aircraft overnight cleaning contract for Continental Airlines in Raleigh, NC. Responsible for budgeting, payroll, end of year financials, staff management, contract negotiation, quality auditing, & employee performance management.

Airline Maintenance Management

Achieved average 98% audit score over 7 years, ensuring full compliance with >100 airline requirements.

Education

North Carolina State University Raleigh, NC

Master of Business Administration in Marketing Management/Supply Chain Management

North Carolina Central University Durham, NC

Bachelor of Arts Degree in Business (Summa cum Laude)

3.88 GPA-- Highest Academic Performance by Senior in the College of Liberal Arts

Cuyahoga Community College Parma, OH

Associate of Arts

Community/Volunteer Activities

Congregant & Volunteer, Crosspointe Church Community Outreach (2007-Present)

Member, Execunet (2011-Present)

Certifications, Patents & Publications

Project Management Professional (PMP), Project Management Institute (2015)

IT - SAP ECC 6.0 Certifications (2012); Practical hands-on experience with SAP ECC 6.0 transaction flow & configuration in MM, PP, SD, FI, CO, WM & HR modules

Scrum Fundamentals Certification (2014); OSHA 10 Certification (2014)

Additional

Software: Microsoft Office Suite; Microsoft Project; Adobe Acrobat; Ariba

Interests: Musician; Guitarist; Music Composing, Recording, & Mixing; Football; Soccer; Skiing; Fishing; Boating; Jet-Skiing; Coaching

Contact this candidate