Duty Manager

GERBRAND HAASBROEK Insert Target Job Title

Forest Hill, TX 76140 682-***-****

************@*****.**.** linkedin.com/in/gerbrand-haasbroek-8624016b/ Decisive and resourceful professional with 18+ years of experience and proven success in logistics and airline operations. Highly skilled in streamlining operations and improving throughput through continuous process improvement and cross-functional collaboration. Adept at building high-performing teams and inspiring staff to achieve personal and professional goals.

Strong history of devising precise operational plans, reviewing performance, and driving change to ensure operational efficiency.

Forward-thinking leader with expertise in setting goals, quality standards, and initiatives while leading quick and efficient objectives.

Multilingual speaker bringing solid understanding of trends, excellent communication skills, talent for spotting areas in need of improvement, and implementing strategic approaches. CORE COMPETENCIES:

Airline Operations Management Logistics Management Stakeholder Collaboration Personnel Development Strategic Planning & Execution People Management Inventory Control Conducting Individual Development Plans Providing Required Documentation to Customer’s Financial Statement Auditor Upholding Compliance with Health & Safety Regulations

Strong Problem-Solving Skills Conflict Resolution Risk Analysis Workflow Planning Solutions Development PROFESSIONAL EXPERIENCE

American Airlines Dallas-Fort Worth, TX Mar 2025 – Present CUSTOMER SERVICE MANAGER, AIRPORT CUSTOMER OPERATIONS, Play an integral role in supporting on-time departures and enhancing service for passengers with special needs by maintaining ramp safety, managing unionized teams, conducting operational investigations, and ensuring accessibility compliance.

• Ensure uninterrupted operations and sustain labor harmony by overseeing the performance of X+ Union staff members.

• Minimize operational delays and improve process efficiency by overseeing inbound and outbound procedures.

• Secure timely inbound and outbound processes by implementing real-time monitoring, coordinating cross-team communications, and promptly addressing delays.

CUSTOMER SERVICE MANAGER, CARGO SERVICES, American Airlines Cargo Dallas-Fort Worth, TX Nov 2021 – Mar 2025 Maintained operational efficiency and safety and consistently met performance targets by effectuating superior leadership skills in supervising 20+ employees and ensuring timely and compliant inbound and outbound cargo operations.

• Improved processing speed by monitoring daily inbound and outbound procedures and resolving bottlenecks in real time.

• Ensured timely inbound and outbound processes by rigorously liaising with warehouse, ramp, and flight teams.

• Enhanced staff adherence to warehouse procedures by conducting regular audits and providing corrective coaching. ADMINISTRATOR ULD CONTROL DESK (ULD CONTROLLER), Jettainer Dallas-Fort Worth, TX Feb 2020 – Oct 2021 Applied accountability, dependability, keen attention to detail, and logical decision-making skills in administering global ULD tracking, inventory balancing, damage reporting, stakeholder coordination, and system accuracy.

• Enabled proactive inventory adjustments by conducting regular analysis of stock level for American Airlines and WestJet Airlines.

• Improved allocation strategies by identifying critical stations through trend analysis and performance monitoring.

• Accounted for creating ULD Move orders based on forecasted needs and station stock reports.

• Enhanced overall network efficiency by evaluating ULD station performance and providing feedback to stakeholders. EXPORT SPECIALIST III, CEVA Logistics Dallas-Fort Worth, TX Jul 2019 – Feb 2020 Ensured 100% customs compliance and maintained a X% on-time delivery rate by managing the export operations, including documentation, international commercial terms assignment, DG compliance, shipment tracking, rate submission, and regulatory coordination.

• Avoided clearance delays by completely and accurately processing the export documentation for global shipments.

• Reduced disputes and financial liability issues by assigning international commercial terms to international shipments.

• Prevented export delays by securing release documents from U.S. and international regulatory agencies.

• Improved customer satisfaction by tracking cargo movements, coordinating with freight forwarders, and communicating status updates to internal teams and customers.

• Ensured consistent trade compliance and audit readiness by maintaining current knowledge on U.S. customs regulations.

• Proactively reviewed and monitored rejections on shipments, identified root causes, and implemented corrective actions.

• Reduced transportation costs by consolidating export shipments based on routing and schedules,

• Maintained 100% compliance with regulations by verifying the documentation and packaging for Dangerous Goods shipments.

• Reduced billing disputes by reviewing customer contracts and submitting airfreight rates according to rate cards (tariff). Lufthansa Cargo Dallas-Fort Worth, TX Aug 2013 – Jul 2019 OPERATIONS AGENT (Aug 2013 – Apr 2019) & CARGO TEAM LEADER/OFFICE AGENT SENIOR (Apr 2019 – Jul 2019), Strengthened procedural compliance and reduced operational discrepancies by effectively mobilizing 10+ staff, governing daily operations, monitoring staff adherence to cargo handling processes, and conducting on-site audits during aircraft turnarounds. Gerbrand Haasbroek ■ 682-***-**** ■ ************@*****.**.** Page 2 PROFESSIONAL EXPERIENCE CONTINUED

• Prevented shipment rejections by proactively monitoring cargo documentation for accuracy and regulatory compliance.

• Improved cargo turnaround time by ensuring high-priority shipments were processed for buildup or breakdown without delay.

• Enabled compliant and incident-free handling of special cargo by preparing Notifications to Captain (NOTOC) documents.

• Supported safe aircraft operations by submitting accurate weight and balance reports for cargo aircraft.

• Supervised ramp activities and ensured the safety of the aircraft during loading, unloading, and turnaround.

• Enforced stellar communication skills while coordinating with the Ground Handling Company.

• Minimized equipment-related delays by verifying the serviceability of loading equipment and Unit Loading Devices (ULD).

• Consistently showcased outstanding performance and earned a promotion to Cargo Team Leader in 2019. EARLIER PROFESSIONAL EXPERIENCE

OPERATIONS AGENT, Lufthansa Cargo Johannesburg, South Africa Sep 2012 – Aug 2013 Secured on-time departure by performing precise weight and balance calculations for MD-11 aircraft using load control software and coordinating ramp activities, including ULD loading, aircraft positioning, and final load checks. EXPORT SUPERVISOR, Lufthansa Cargo Johannesburg, South Africa Apr 2010 – Sep 2012 Achieved 100% readiness-to-fly compliance and reduced documentation errors by supervising a 12-member team that handled export procedures, ensuring proper documentation of dangerous goods shipments, and conducting final readiness checks for all outbound cargo. EXPORT AGENT/TEAM LEAD, Lufthansa Cargo Johannesburg, South Africa Nov 2009 – Apr 2010 Leveraged critical thinking and industry best practices in leading a X-member team that handled export procedures. SINGAPORE AIRLINES COORDINATOR, Lufthansa Cargo Johannesburg, South Africa May 2009 – Nov 2009 Improved client satisfaction and reduced operational discrepancies for the Singapore Airlines account by overseeing end-to-end cargo handling processes and invoicing while managing 10+ employees and ensuring service level agreement (SLA) adherence. IMPORT/EXPORT AGENT, Lufthansa Cargo Johannesburg, South Africa Feb 2007 – May 2009 Ensured 100% compliance with international trade regulations while processing high-volume import/export documentation. CONFERENCE SERVICES COORDINATOR, Initial Style Conferences Daventry/Northamptonshire, UK Apr 2003 – Apr 2005 Successfully executed X+ conferences annually with a X% client satisfaction rate by overseeing the registration, audio-visual setup, catering, and post-event reporting in close collaboration with vendors. EDUCATION & PROFESSIONAL DEVELOPMENT

German Language, Goethe Institut A1.1, A1.2, A2.2, B1.1, B1.2 Mon 2016 German Language, Goethe-Zertifikat As/Start Deutsch 1 Mon 2012 German Language, Goeth-Zertifikat A2/Start Deutsch 2 Mon 2012 TRAINING & CERTIFICATIONS

GSRT Training DGR-6 IATA Dangerous Goods Regulations A1-Basic Course Cargo Sales and Handling Service and Communication WA-A ULD Build-up course for Type A Stations (all aircraft types including freighter and RFS) FO-A1 Basic Course Freighter Operations MD11 and B777F ASM I Aircraft Station Management for surveillance personnel and L- and B- Level ASM II Aircraft Station Management for L- Level and Head of Surveillance (B- Level) Advanced Handling Course iCAP Handling (GAC to Delivery) Basic De-Icing/Anti-Icing Training Care/Tools – Tools for Effective Leadership Care/Com – Professional Communication Care/Change – Managing Change & Leading the Team Leading – Leading Yourself and Your Team LEAN Basics LEAN Diagnosis LEAN Design – Technical System, Management, Infrastructure, Mindset & Capabilities LEAN Continuous Improvement AVSCAN Air Cargo Security Management Level 3 Lufthansa Cargo Security Awareness Training Classroom Security Training (Security, the Americas). On-the-job security training

(ETD, X-Ray, Physical Search, and CO2) Airside Induction AVOP Basic Dangerous Goods Training TECHNICAL SPECIALTIES

Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) iCAP (iCARGO) Sabre Jettainer (Jettware) Lufthansa Toolbox Altea Flight Management JDA SAP

LANGUAGE SKILLS

English (Fluent) Afrikaans (derived from Dutch) (Fluent) German (Basic)

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