Tom Marzouk

Weymouth, MA *****

ad3njt@r.postjobfree.com 336-***-****

Operations Manager

Expert in Strategic Planning, Implementation, and Evaluation

Proven leader and results-oriented professional with combined skills in Customer Service, Operations, Contract Negotiation, and Public Relations. Exhibits solid leadership skills, with proven experience in planning, implementing, and evaluating business processes to generate revenue and control costs, while consistently ranking amongst the best locations in customer service and operations metrics. Innate ability to successfully manage a 24-hour operation, and the ability to plan and administer an $8M station operating plan.

Proven expertise in:

−Strategic Planning / Implementation

−Customer Service / Conflict Resolution

−Performance Management

−Interpersonal Skills

−Staff Development / Succession Planning

−Strategic Planning / Contract Negotiation

−Product Management and Marketing

−Leadership and Teamwork

−Change Management

−Records Management Procedures

−Training and Compliance

−Problem Solving / Decision-Making

−Safety Business Plans

−Vendor Management

Professional Experience

Oxford Airport Technical services Apr 23-Present

General Manager-BOS And DCA

Responsible for the overall operation of the Jetbridges and baggage handling system for Jetblue, Spirit Airlines, Air Canada at Terminals B, C and Terminal E for MASSPORT.

DAIFUKU-Elite Line Services

Site Manager-BOS BHS

Boston Logan International Airport 2016-Apr, 2023

Responsible for the overall operation and maintenance of the baggage handling system at Boston’s Logan international airport Terminals B, C and E.

Responsible for the overall maintenance of all of Delta Ground Support Equipment and 125 Passenger Boarding Bridges at Detroit International Terminal.

Responsible for the overall maintenance, repair and parts inventory for 25 Passenger Boarding bridges and Baggage Handling System at Tom Bradley International Terminal in LAX. This including 9 remote bridges.

Work with Detroit and LA Airport Authority, internal and external customers to ensure safe and reliable operations daily.

ensure compliance with all safety and government regulations.

Team development and personnel management including direct supervision and the development of leadership succession plan.

Procurement of OEM parts for BHS, GSE and PBB Daily.

Participated in the development and managing the 2017 Operating Plan.

DELTA AIR LINES, INC.

1996 – 2015

Station Manager, Multiple Stations

Station Manager, Raleigh-Durham International Airport (2013-2015). Greensboro, NC (2006-2013), Portland, ME (2000-2006), South Bend, IN (1996-2000).

Maintained oversight and responsibilities for the overall airline operation and compliance with all company and government mandated regulations within assigned location.

Most recently assigned to the Raleigh-Durham International Airport, leading productivity and efficiencies for a station with 65 daily flight departures and 90 Direct Reports.

Managed daily operations, ensuring a safe, reliable, and efficient experience for both customers and employees.

Responsible for the development, career patching, coaching and counseling of station supervisors and frontline personnel to ensure a safe and reliable operation and customer satisfaction.

Coordinated and executed all employee recruitment, interviewing, hiring, and training of new hire employees.

Ensured quality control management of all employee performance through observations, annual evaluations and interpersonal communication

Partnered with key airport stakeholders and high-value customers to build strong business relationships to include airport authority executives, hotel and transportation vendors, government authorities such as the Transportation Security Administration (TSA), Federal Aviation Administration (FAA) inspectors, and other airline leaders.

Tom Marzouk

Page 2

Key Accomplishments

Significantly improved financial performance and generated additional revenue through partnerships with the Delta Network and Route Development teams to successfully bring the first non-stop Trans-Atlantic Delta flight from Raleigh-Durham, North Carolina to Paris, France in 2015.

Served as the Regional Baggage POC Leader for the East Sector. Responsibilities included providing baggage support and leadership; to the Region and to ensure all East Region Leaders receive the most current baggage data including individual station performance and challenges.

Successfully gained experiences working with a diverse team and partnered with other leaders, serving in the role of “Assistant Director of Airport Customer Service-International Operations” at Delta’s Company Headquarters in Atlanta. Assigned as special duty to work at London's Heathrow Airport with a Codeshare partner, Virgin Atlantic.

Appointed as the “On-Time Leader” for the East Sector of the United States to improve on-time performance for the assigned region. Planned, implemented, and developed an “On-Time Focus Team”, and raised awareness of this critical area of customer service throughout the region and across the divisions. Improved on-time performance by 2% over a 12-month period.

Provided leadership through coaching, mentoring, and delivering solid feedback to performance leader and front-line employees, resulting in a “number one” ranking in customer satisfaction throughout the entire Delta system in March of 2011.

Awarded the Gold Certificate of Safety Achievement Award by the North Carolina Department of Labor in 2010, for providing a safe, accident-free work environment for five consecutive years.

Education and Key Training

Bachelor of Arts, Political Science / International Relations

California State University, Long Beach, CA

Delta Air Lines, Training, Leadership Courses

Diversity, Communication, Administrative Action, Coaching and Counseling

“On-the-Spot” Media, Environmental Management

Technical Skills, Awards Received, and Professional Affiliations

MS Office, Learning Management System (LMS)

Outstanding Customer Service Award for Above and Beyond Performance

Member, Regulatory Safety Evaluation Team (RSET) in 2001

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