Customer Service General Manager
Resume:
Thomas Przybyl
Airlines General Manager
Contact
**********@*****.***
Summary
Dynamic General Manager with 25+ years of comprehensive airline experience, eager to secure a permanent role within a “Best in Class” organization. Advanced operational and human relations skillsets, proven to drive business initiatives with the functional ability to design innovative solutions for customer service and budgetary needs.
Education
Indiana State University
B.S. Finance
Minor: Economics
Skills
Software
IMS/AUTOTA, Kronos
NATCOS, I Cargo
Cargo Spot, AMS
Sabre Freight
MS Office
Awards
2020 American Airlines
I Cargo Champion
2015 American Airlines Cargo Cup Winner – Customer Service
2010 American Airlines
Silver Wings – Absence Management
2000 American Airlines
Leadership Excellence
1999 American Airlines Y2K Coordinator
Community
Campbell University Family Counsel
Heritage High School
Band/Chorus Volunteer
Knights of Columbus
Wake Forest UMC
Men’s Club
Experience
General Manager • G2 Secure Staff 2012 – 2023
Led a team of 6 Supervisors and 140 Customer Care Representatives and Oversized Baggage Agents. The operation provided wheelchair services and oversized baggage services to an airport consortium made up of the largest air carriers at Raleigh Durham International Airport.
Managed the day-to-day operations with the primary responsibility over the scheduling/staffing, managing daily budgeted hours, and limiting overtime hours for the entire operation—payroll data entry and oversight. Train and retrain all in airline/airport procedures, safety procedures, and company policies. Responsible for the scheduling of all airport employees, ensuring adequate coverage. Effectively communicate with Senior airlines management and project a positive image in responding to inquiries from airline staff and the public.
Led a team of 4 Supervisors and 18 Cargo Agents
Responsible and accountable for the overall performance of RDU Cargo operation. Duties include operational responsibility for Freight, Priority Parcel Service, and U.S. Mail; budget development and accountability for headcount and spending performance; productivity improvements; achievement and sustainability of customer performance metrics; Lost Time and employee injury reduction; address facility and ground equipment issues, ensures regulatory compliance. Strives for continuous improvement and revenue optimization.
General Manager of Cargo Operations
Led a time of up to 18 agents and 4 Supervisors specialists in the cargo air freight operation.
Processed freight from 1 inbound international widebody flight for local pick-up and connecting flights. Managed inbound and outbound over-the-road trucking operations. Engaged customers for complaint resolution. Conducted safety investigations for injury on duty claims as well as equipment damages. Developed Safety alerts for recent injuries and damages. Coached and counseled employees to achieve satisfactory jobs. Certified Trainer for completing initial and recurrent Cargo Dangerous Goods, Forklift Operator and Cargo Security Screening Physical Search, ETD, and Xray Training. Served as Cold Chain Operations Representative, monitoring and recording temperature and battery readings. Served as onsite trouble shoot representative for malfunctioning units. Responsible for completing AMS Customs entries for arriving International Freight. Worked with USCBP and USDA to resolve issues. Severed as local liaison with multiple government agencies, including TSA, FAA, USCBP, United States Postal Service, USDA, OSHA, and Department of Agriculture. Primary responsibility over scheduling/staffing, managing daily budgeting hours, payroll, and limiting overtime of the operation. Appointed as station Damage Committee Representative.
Cargo Manager • American Airlines 1996 - 2012
Field Accounting Clerk
Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, cash, and bank reconciliations. Partnered with auditors to track errors and add contributions to maintain accuracy. Processed vendor and supplier payments every week. Verified vendor accounts by reconciling monthly statements and related transactions.
Customer Service Team Leader Facilities Maintenance/Building Cleaning/GSE
As the manager of GSE, Facilities Maintenance, and Building Cleaners, I created and managed the multi-million-dollar zero-based budget for all station expenses. I presented the budget to senior management. In addition, I was responsible for billing a proportional amount of building maintenance expenses to Midway Airlines, which leased a large part of the Terminal Building—attended 30 Hour OSHA Training.
Ramp Customer Service Manager
Managed a team of customer care and customer operation agents, clerks, and occupational coordinators. Managed operational budgets and physical headcount to maximize optimal performance and minimize expenses. Developed, led, and audited AA’s local winterization plan, including procuring deicing fluid for the entire RDU Airport, and oversaw the distribution and invoicing for other airline usage and budgeting.
LCRO – Complaint Resolution Officer
Handled disability-related issues related to airline accommodations or services. Served as the local American Airlines expert on disability-related issues in air travel and was given the authority to resolve complaints on behalf of the company.
Ground Security Coordinator
Conducted daily reviews of all security-related functions for which American Airlines was responsible for evaluating the effectiveness and compliance with current security directives issued by the Transportation Security Agency.
Lead Environmental Coordinator
Performed routine site assessments, inspections, and audits to minimize risk and ensure compliance. Provided all departments with improvement opportunities and best practices. Developed standardized plans and procedures for spill prevention, stormwater and wastewater compliance, waste management, handling and disposal, and aircraft fueling and washing methods. Obtained permits, developed and maintained a database to track permit and plan status and compliance. Filed appropriate renewals and coordinated payment of fees. Conducted field compliance inspections and audits.
Manager of Services
Directed and managed a staff of 10 Supervisors and 160 Customer Service Personnel and oversaw daily airport operation activities to ensure safe, reliable, and efficient service for our passengers. Assess and execute appropriate staffing to optimize station performance. Monitored, reviewed, and reported station performance. Coordinated closely with the Raleigh/Durham and other governmental agencies to ensure the organization’s priorities, objectives, and concerns are effectively represented. Oversaw, monitored, and controlled the budget and managed overall financial administration.
Cargo Manager
Led a team of up to 18 agents and 4 Supervisors specialists in the cargo air freight operation.
Processed freight from 1 inbound international widebody flight for local pick-up and connecting flights. Managed inbound and outbound over-the-road trucking operations. Engaged customers for complaint resolution. Conducted safety investigations for injury on duty claims as well as equipment damages. Developed Safety alerts for recent injuries and damages. Coached and counseled employees to achieve satisfactory jobs. Certified Trainer for completing initial and recurrent Cargo Dangerous Goods, Forklift Operator and Cargo Security Screening Physical Search, ETD, and Xray Training. Served as Cold Chain Operations Representative, monitoring and recording temperature and battery readings. Served as onsite trouble shoot representative for malfunctioning units. Responsible for completing AMS Customs entries for arriving International Freight. Worked with USCBP and USDA to resolve issues. Severed as local liaison with multiple government agencies, including TSA, FAA, USCBP, United States Postal Service, USDA, OSHA, and Department of Agriculture. Primary responsibility over scheduling/staffing, managing daily budgeting hours, payroll, and limiting overtime of the operation. Appointed as station Damage Committee Representative.
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