Customer Service Continuous Improvement

Andrew O. Shirley

Fayetteville, GA 678-***-**** adypu5@r.postjobfree.com www.linkedin.com/in/andrew-shirley-99a70835/

ADVANCING OPERATIONS MANAGEMENT TO MAXIMIZE PRODUCTIVITY & SAFETY

Quality-driven, customer-focused Operations Service Manager with 20+ years of operations, customer service, safety, and emergency preparedness management experience, particularly in the airline industry. Champion continuous improvement and training programs that emphasize productivity, efficiency, and safety protocol compliance. Respected leader of up to 25, offering continued coaching, motivation, and career development opportunities. Consistently exceed expectations. Cultivate productive partnerships. Collaborate cross-functionally to maximize results.

Operations Planning & Management Continuous Improvement Strategy Development Issue Resolution

Safety Customer Service Contractors Hiring Resource Allocation Procurement Invoicing Budgets & Cost Control

Leadership Team Building Coaching Attendance Crisis Communication Scheduling Relationship Cultivation

Emergency Preparation Collaboration Supply Chain Management (SCM) Contract Negotiation & Management

MS Office Excel Data Analyst Certification Lean Management Six Sigma White + Green + Black Certification

HIGHLIGHTS OF CAREER

Delta Air Lines – Atlanta, GA

RAMP AGENT (2022 – PRESENT)

Responsible for loading and unloading aircraft baggage, guiding planes to and from their gates, operating baggage carts, de-icing planes and performing other airplane servicing duties. Provided exceptional customer service in all areas in the operation.

Involved in Ergo program to identify tendencies agents have in lifting bags that may result in injury. Encourage best practices are followed to reduce injuries. Currently collecting data to make informed decisions in the future.

AIC – identify issues with operation and solve and problem that arises. Promoted agent’s actions to take on additional roles in the operation.

QC – Ensure that operation is safe. Answer questions from agents to make sure bags delivered to correct drop off location. Responsible for clearing the flights assigned in my zone. Expedite bags accordingly. Making sure all drivers are accounted for on inbound flights.

Bag point – Distribution of equipment and devices. Manage staff levels ensuring work is distributed evenly. Coordinate transportation between assigned concourses in the airport. Prioritize and manage multiple time sensitive responsibilities.

Delta Air Lines – Newark, NJ 2011 – 2020

OPERATIONS SERVICE MANAGER 125/120 (2013 – 2020)

Manage operations, ensuring optimal performance in such areas as departures and safety. Conduct daily safety observations to monitor at-risk behaviors, ensure regulatory compliance, and decrease OSHA recordable injuries. Prepare strategic and tactical safety plans. Lead up to 25 employees, providing motivation, coaching, and training programs to improve productivity. Champion continuous improvement via strategic thought processes and decision making. Monitor trend variances to establish operational efficiency. Collaborate with teams and management to increase station scores.

Operations Management

Achieved Station of the Year award in 2015

Exceeded the station’s on-time service goal by 12% by establishing better communication between department managers, ensuring all actions taken were mutually beneficial across departments, and clarifying requirements for meeting metrics to encourage support for one another.

Gained positive feedback from workgroups and managers about scheduling and increased talent retention by:

Using focus groups comprised of operations stakeholders (e.g., Station Manager, colleagues, and agents) to formulate more effective work schedules that provided adequate coverage while also appealing to staff.

Prior agent bid schedule left gaps in coverage and low part-time retention.

Achieved 100% new hire training in 1 set of standards and improved policy and procedure compliance by:

Collaborating with nearby stations who hired more frequently for advice and best practices.

Established new programs, including recurring courses for experienced agents to polish their skills, and identified 4 new trainers to carry out the program’s curriculum.

Continuous Improvement

Improved response to attendance 90% by establishing the station’s first weekly and monthly discussion schedule and developing a tracking system in Excel to run weekly reports that revealed agents with attendance issues.

Significantly enhanced cabin service’s ability to achieve monthly goals by facilitating weekly meetings that covered all operational functions (e.g., staffing, training, workflow processes) and identifying and addressing any vendor issues via strengthened vendor management relationships.

Increased the bag-to-claim (BTC) belt delivery rate in 2016 by 18% (with 87% delivered within 15 minutes) over the prior year for domestic and international flights by holding focus group sessions to identify operational areas needing improvement and to adjust procedures to attain monthly/annual goals.

PASSENGER SERVICE AGENT (2012 – 2013)

Provided exceptional customer service in all areas, including reservations and ticketing and reissues. Assessed passengers’ as they arrived to ensure needs were met, such as high-value travelers with particular requirements. Evaluated and quickly resolved customer issues. Oversaw delivery service to provide accuracy and proper unaccompanied minor (UM) documentation. Maintained visibility and displayed a positive corporate image to customers while overseeing daily operations (e.g., ticket counter and gates). Coordinated and tracked irregular operations (IROPs) with focus on timeliness and efficiency.

Delta Air Lines – Newark, NJ

GATE AGENT (2011 – 2012)

Use computers to assist customers with seat availability, make gate announcements regarding the boarding process, flight status, checking and handling baggage, managing, and initiating the boarding process. Manage the check-in process, ensuring that customers have the proper travel documentation. Operate jet ways to place them in position prior to aircraft arrival and lift, opening, closing, and securing aircraft doors. Practices safety-conscious behaviors in all operational processes and procedures.

Earlier Professional Experience

US Army – Fort Hood, TX SOLDIER 1992 – 2000

EDUCATION

Motorcycle Technician Specialist Motorcycle Mechanics Institute (MMI) 2021

Master of Public Administration, Emergency Management John Jay College of Criminal Justice – New York, NY 2009

Bachelor of Arts in Sociology Bloomfield College – Bloomfield, NJ 2005

AFFILIATION MEMBERSHIPS

Veterans Business Resource Group Delta PER Core Team FEMA National Response Framework IS-00800.B

Professional Graduate Student Club International Emergency Management Student Association (IEMSA)

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