Aviation Ops Leader: Workforce, Compliance, Performance
Resume:
Angela Smith
South Elgin, IL *****
*****************@*****.***
Professional Summary
Results-driven Operations, Workforce, and Employee Relations Leader with 30+ years of experience driving efficiency, compliance, and performance across highly regulated, high-volume environments. Proven record of optimizing workforce operations, strengthening policy adherence, mitigating risk, and leading large, diverse teams through complex operational challenges. Known for decisive leadership, data-driven decision-making, and delivering measurable improvements in productivity, attendance, safety, and service quality. Brings enterprise-level discipline with the adaptability to succeed across industries.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Workforce Management
AMERICAN AIRLINES-Chicago, IL
January 2019 to Present
• Oversee enterprise workforce management operations, ensuring accurate timekeeping, attendance tracking, and full compliance with company policy, labor agreements, and employment regulations.
• Analyze attendance, absenteeism, and lost-time trends; implemented corrective strategies that improved workforce availability and operational coverage.
• Partner with HR, leadership, and union representatives to resolve attendance-related issues, reduce risk exposure, and support fair, consistent policy enforcement.
• Produce executive-ready reports and dashboards measuring workforce efficiency, compliance, and productivity to support data-driven leadership decisions. Customer Service Ramp Operations Manager
American.Airlines-Ohare Intl.
July 1999 to January 2019
• Directed daily ramp operations at one of American Airlines’ busiest hubs, improving on-time performance, safety outcomes, and workforce productivity across multiple shifts.
• Led, coached, and evaluated large front-line teams, strengthening accountability standards and improving employee performance and dependability.
• Resolved high-impact customer and operational escalations, minimizing service disruptions and protecting brand reputation.
• Led onboarding and training initiatives, reducing time-to-proficiency and increasing procedural compliance.
• Selected for the Emerging Leader Program (2016) in recognition of leadership capability and cross- functional impact.
• Headed Chicago’s Deice Operations (2011–2016), ensuring 100% FAA compliance, proper certification, and zero major safety violations.
• Collaborated with cross-department leaders to implement Right Start initiatives, improving communication, consistency, and operational execution Fleet Service Crew Chief
Fleet Service-Ohare Intl.
February 1989 to July 1999
• Supervised and scheduled 50+ employees across cabin and fleet service functions, ensuring staffing alignment with operational demand.
• Established productivity expectations and improved shift coordination, reducing service delays and operational disruptions.
• Maintained flawless compliance documentation and operational reporting with 100% accuracy.
• Built strong labor and customer relationships, reducing conflict escalation and improving issue resolution timelines.
Education
Upper secondary education
Wilbur Wright Jr College-Oak Park, IL
August 1984 to September 1985
High school diploma
Carl Schurz High School-Chicago, IL
September 1979 to June 1983
Associate
Wright Junior College
Languages
• English
Certifications and Licenses
Environmental,Ground Security Cordinator
1999 to Present
CDL A
Life & Health Insurance License
Driver's License
Contact this candidate