Customer Service Aviation Maintenance
Resume:
Robert Howe
New York 11225
E-mail: **************@*****.***
Cell: 646-***-****
EDUCATION
Flight School Academy of Aviation, Farmingdale, NY 2005 - 2019
Vaughn College of Aeronautics, Flushing, NY 2004
Bachelor’s Degree: Aviation Maintenance Management
Vaughn College of Aeronautics, Flushing, NY 2000
Associate’s Degree: Occupational Studies/Airframe and Power Plant Occupational Studies
SKILLS
Excellent organizational and communication skills
Excellent leadership skills, able to lead, motivate and inspire.
Excellent customer service skills
Extraordinarily strong work ethic, it is important that tasks and assignments are completed within the allocated period.
Skilled in methods of conflict resolution
Ability to adapt and to work under pressure.
Decisive, able to make informed decisions without hesitation.
Self-motivated
Empathic and Caring (to be a well-rounded leader we must have a balanced workforce that knows that you are there for them as well as the company).
A logical thinker that weighs the pros and cons of situations to make the most educated decisions for the best possible outcomes.
WORK EXPERIENCE
ALSTOM 06/06/22 -- Present
Trainer O&M Maintenance
Task with setting up training for the maintenance side of the operations.
Maximo trained and adept at submitting PRs for training.
Versed in dealing with Vendors/Contractors to ensure seamless transitioning from ordering/to training to payment for services rendered.
Tasked with Digitizing old files and keeping new employees’ files current and complete.
Area Coordinator qualified and working towards certification.
Oversee drivers training for all groups tasked with driving (MRV & PassengerTrains).
Trained in GSI and Ariba Buying.
Administratively adept at Microsoft tools and their usage.
Certified Train the Trainer – Certificate from American Management Association.
Verse in utilizing online training platforms i.e., Mastery.com, OSHA 360 Training etc.
ACLARA SGS 4/26/21 – 03/31/22 Installer/Electric Meters
Interact with customers daily as it pertains to electrical meter upgrades.
Meet and maintain personal performance goals as set forth by ConEd
Troubleshoot and resolve where possible electrical issues encountered.
Dealing with different voltages/meter configurations 1S, 2S, 12S and 16S.
Ensure prompt service for scheduled appointments.
Assist customers in understanding the operational functions of the upgraded meters.
Changing polyphase meters 1A (120V), 12A (220V) and 16A (200-230V).
BWI Airport. Baltimore MD 5/7/18 – 12/29/19
Base Manager, Metro Air Services
Oversees Supervisor and 40 employees
Maintained fulfillment of contractual obligations between FEDEX and USPS.
Oversaw maintenance of facility and equipment
Working on infrastructure as well as electrical/hydraulic and pneumatic equipment.
Ensured DOT compliance with drivers and trucks
Calspan Air Services, Baltimore, MD 6/20/16 – 7/3/18
Station Manager: Ramp Operations
Responsible for the implementation of policies and procedures
Maintained metrics and safety protocols on all contracts
Developed and implemented programs that drove consistency to meet predetermined metrics set forth by Spirit Airlines.
Adjusted and improved training processes
Responsible for the building and maintenance of flight schedules for financial efficiency
Oversaw the repair and purchase of GSE equipment.
Held weekly meetings with GSE provider to go over invoices, duplicate charges.
Submitted weekly updates to Calspan with GSE needs according to flight schedule.
Suggestion for GSE purchases Beltloaders/tugs/airstart units/water & lavatory trucks.
Talon Air Inc., Farmingdale, NY 2014 - 2016
Line Service Crewmember
Responsible for the appearance of aircrafts being chartered by various private entities
Maintained the interior and exterior of the jets (Hawker 4000, Gulfstreams, Cessna Citations, LearJets, Challengers and Beechcraft.
Responsible for the towing of small jets and helicopters.
Swissport USA Inc., Jamaica, NY 2013 - 2014
Duty Manager
Responsible for handling customer service issues for multiple airlines under contract.
Coordinated staff to ensure coverage during peak and irregular operations.
Managed the baggage deliveries to carousels to ensure customer satisfaction and to meet metrics stipulated by Airlines.
Interacted with staff to ensure coverage for scheduled breaks/lunch etc.
JetBlue Airways, Jamaica, NY 2005 - 2013
Manager
Managed Ground Operations and was responsible for the reduction of employee overtime by 2% by effectively delegating tasks offering Voluntary Time Off (VTO).
Managed 21 Supervisors as well as 800+ employees which entails building schedules/setting up the bid and ensuring coverage for all critical areas of the operation.
Liaison between Customer Service and Operations to ensure On-Time departures as well as accommodating customers to deliver top notch service.
Oversaw our two major contracts with Air Lingus and Hawaiian Airlines impeccable customer service and compliance with mandated safety and operational
Developed, implemented and monitored programs to maximize customer satisfaction
Owned team productivity metrics
Met and exceeded Metrics for 23 of 24 months while company was pursuing avenues to return to profitability.
Effectively communicated with team members to maintain clearly defined expectations
Coaching and developing Supervisors and Crewmembers to a ensure safe, efficient operation daily.
Recommended and implemented changes to existing methods to increase accuracy, efficiency and responsiveness of the Ground Operations department
Oversaw contracts for external airlines Aer Lingus and Hawaiian to ensure consistency and stellar service for contracts that included on time departure, miss bags kept to a minimum and the safety of their A/Cs
Ground Service Equipment Manager 2003 - 2005
Restructured GSE department for more accountability for Service Technicians.
Redesigned scheduled to accommodate operational hours.
Generated a quicker turnaround time for vehicle repairs.
Developed relationships with vendors to ensure we had parts readily available for us when needed.
Created and implemented a rotating schedule for supervisors to ensure efficiency and consistency across all shifts.
Collaborated with Business Partners and Contractors to build interdepartmental collaboration
Worked directly with Techs on repairs and PMIs for our fleet of vehicles i.e. Beltloaders, Pushback Tractors, Deicing trucks, diesel and electric powered tugs.
Worked cohesively with upper management in securing and receiving the airline’s first Towbarless Tractor
Facilitated training for our Move Team to have them operate the new unit safely and efficiently.
Ramp Supervisor 2000 - 2003
Supervised and maintained the building of the daily rosters
Responsible for the assignment of crews to flights
Coaching, training and counseling of crew members, including disciplinary actions
Ensured compliance with company’s policies and procedures.
Ensured operational efficiency as well as crewmember accountability.
Ramp Agent
Worked with other ramp agents to get JetBlue certified as an airline
Basic loading and offloading of A/C, servicing of A/C and catering of A/C
Worked in the POC role to ensure on-time departures
Operated many different types of small and large-scale equipment, including towbarless tractor.
Signature Flight Support, Queens, NY 1997 - 2000
Ramp Agent
Worked both commercial (ATA) ad general aviation (FBO)
Organized inbound and outbound mail deliveries to/from post office
Fueling of general aviation A/C, Gulfstreams, Pipers, Professional Charters etc.
Customer Service Care: Pick-ups/drop-offs to/from hotels etc.
Certifications: Certified Train the Trainer (AMA)
Forklift Certified (Train the Trainer) – Overton Safety
Overhead Crain Certified (Train the Trainer) – Overton Safety
Confined Spaces Entrant & Attendant Certified – 3M Safety Training
OSHA 30-Hour Construction Safety and Health
OSHA 10-Hour General Industry Safety and Health.
FEMA Certification for Incident Command System ICS-100
NFPA-70E Electrical Safety – AVO Training Institute
References furnished upon request.
Contact this candidate