Strategic Planning Miami Dade

Accomplished Director of Operations with proven expertise in strategic planning and financial management, honed at Eulen Aviation and Miami Dade Aviation Department. Spearheaded projects to enhance operational efficiency, managing budgets over

$10M and leading 1,200+ employees. Bilingual communicator and leader, adept at policy development and crisis management, significantly improving organizational productivity. Highly skilled professional with experience in operations, team collaboration, regulatory compliance, and strategic planning. Results-oriented, decisive leader with proven success in implementing effective process improvements. Competent manager of business alliances, partnerships, public relations, and high-performing teams to drive measurable results. Pragmatic and focused in dynamic and fluid environments.

DIRECTOR OF OPERATIONS — Eulen Aviation

Miami, May 2023 - July 2024

Luis Arce

Director of Operations

Phone 305-***-****

Email ********@*********.***

Address Miami, FL 33186

• Bilingual (English, Spanish) • Policy and procedure administrator

• Business administration oriented • Staff Management

• Strategic planning • Financial Management

• Communication • Leadership

• Industry Knowledge • Crisis Management

• Policy Development and Enforcement

• Direct supervision and management for up to 1,200+ employees. Monitor and direct all airline and airport operations at Miami International Airport including passenger services, ramp services, cabin cleaning, security, cargo operations, hangar operations, and airport terminal operations.

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• Responsible for managing an operational budget of over $10M

• Liaison between airport authorities and client base served. Plan and coordinate all activities and operations associated with airline, passenger, and aircraft services related to the welfare of passengers and aircraft.

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• Analyzed current operational processes and performance, recommending solutions for improvement.

• Monitored key performance indicators (KPI) to support organizational objectives.

• Formulated and implemented plans and policies to reduce operational costs and improve efficiency. Created and implemented departmental procedures and policies to improve quality control and establish workflow timelines.

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• Coordinated with department managers to support seamless implementation of operational strategies.

• Implemented risk mitigation strategies across all operations functions to minimize potential losses. PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

DIVISION CHIEF OF STAFF — Miami Dade Aviation Department Miami, March 2018 - May 2023

INTERIM DIVISION DIRECTOR — Miami Dade Aviation Department Miami, February 2012 - October 2015

SUPERVISOR OF OPERATIONS — Miami Dade Aviation Department Miami, June 1999 - September 2015

Spearheaded multiple projects from concept through completion while successfully managing budgets and timelines on each project.

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• Reviewed financial statements, sales reports, and other performance data to measure productivity.

• Direct supervision and management for up to 250+ Miami Dade County employees Directly responsible for the managing of operations in airport contracts that consisted of over 600 employees and having signature authority for a $27M dollar budget

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• Responsibility for an Operational budget consisting of more than $13M Directed all operations and management activities of the Miami Dade Aviation Department (MDAD) Terminal Operations Division as well as overseeing the overall management of contracts within the Terminal Operations Division

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Emphasis is placed on the managing of the Federal Inspection Systems (FIS) for Miami International Airport (MIA) where over 20 million travelers are processed per year.

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• Developed workflows to streamline departmental processes and improve efficiency.

• Directed the development and implementation of strategic plans to achieve organizational objectives. Directly responsible for the operation and management of Miami International Airport's three Federal Inspection System (FIS) areas servicing over 23 million passengers per year

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• Planning, assigning and reviewing the work of subordinate supervisory, specialized, and clerical staff

• Assist in the development and implementation of divisional policies

• Make recommendations regarding hiring, discipline and promotion of subordinates

• Review employee performance reports prepared by subordinates and rate employee performance.

• Cultivated relationships with key stakeholders to develop strategies that enabled the Division to achieve its objectives.

• Analyzed trends and data points to identify areas of opportunity for growth within the Division. Developed and implemented processes for improved operational efficiency resulting in increased productivity across the division.

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• Set and implemented strategic goals and initiatives to align company with mission, values, and vision.

• Analyzed data from financial reports to identify areas of improvement in business operations. Sixteen (16) years of responsible managerial experience in the Terminal Operations area of MIA to include three years of Interim Division Director experience

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Extensive knowledge of Departmental and Federal rules to include all operational aspects of the Federal Inspection Systems, regulations and procedures pertaining to terminal operations at MIA

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Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow

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• Prepared annual budgets with controls to prevent overage Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.

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SENIOR CUSTOMER SERVICE AGENT — Miami Dade Aviation Department Miami, May 1998 - May 1999

AGENT SUPERVISOR — Miami Dade Aviation Department

Miami, March 1991 - April 1998

SPECIALIST REPRESENTATIVE — Miami Dade Aviation Department Miami, January 1983 - February 1991

BACHELOR OF SCIENCE IN PUBLIC ADMINISTRATION

— Barry University

FL, Jan 2007

— FEMA Emergency Management

FL, Jan 2002

— Transportation Security Administration (TSA)

FL, Jan 2002

— American Association of Airports Executives

FL, Jan 2007

— Dun & Bradstreet Business Education

FL, Jan 2005

— Florida International University

FL, Jan 2008

— Miami Dade County

• Resolved customer service issues using company processes and policies and provided updates to customers

• Greeted customers and listened closely to problems described to determine solutions

• Stepped up to assist customer service manager with complaints and issues during times of department short staffing

• Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers

• Provided guidance and direction when needed while managing difficult conversations with customers.

• Developed strong relationships with customers by providing accurate, consistent and helpful information. Performed first line supervision of subordinate staff and operational functions in assigned areas of responsibility within the Miami Dade Airport Terminal complex.

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• Provided oversight and direction to agents, ensuring adherence to policies and procedures.

• Resolved escalated customer complaints in an efficient manner while adhering to company guidelines.

• Monitored individual performance levels through regular one-on-one meetings with each agent.

• Identified potential problems before they arose by proactively monitoring workflows. Performed operational and patrol work involving a considerable amount of public contact in the terminal on an assigned rotating shift at Miami International Airport.

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EDUCATION

FL, Jan 2001

— U.S. Department of Transportation

FL, Jan 2003

HIGH SCHOOL DIPLOMA

— Miami Jackson Senior High School

FL, Jan 2006

References available upon request

REFERENCES

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