Operations & General Management Leader

Larry Willis

Ocala, FL ***** 949-***-**** *****-******@****.***

SUMMARY

Operations and General Management leader with extensive experience in aviation services, ground operations, customer service, sales, training, safety, regulatory compliance, performance management, budgeting, recruiting, and leadership development. Proven record of improving operational performance, strengthening safety and compliance programs, managing large frontline teams, controlling costs, improving audit results, and delivering measurable business outcomes. Experienced leader with a progressive career spanning General Management, Operations Management, Safety and Regulatory Compliance, Environmental Health and Safety, Corporate Training, Business Development, and Customer Service.

EDUCATION

Washington State University

Bachelor of Arts — Business Administration / Social Science, Additional Leadership:, Appointed by Dean of Students to University Student Disciplinary Board, Elected Student Body President EXPERIENCE

Crew / Wine Section Lead, Operations 2023–Present

Trader Joe's Gainesville, FL

• Deliver a welcoming customer experience by providing knowledgeable, responsive customer service and product recommendations.

• Serve as Wine Section Lead, responsible for product ordering, inventory availability, merchandising, display organization, and customer product selection assistance.

• Support store operations by maintaining organized product displays and helping ensure customers receive accurate and timely assistance.

General Manager, Operations 2022–2023

PrimeFlight Aviation Services Ft. Myers, FL

• Recruited by a former Worldwide Flight Services leader to join PrimeFlight and provide operational leadership.

• Led station operations to a 99% year-to-date rating for RON Clean and Search performance.

• Directed daily operational activities, workforce performance, customer service, safety, quality, and compliance initiatives.

General Manager, Operations 2020–2022

Worldwide Flight Services San Diego, CA

• Improved airline customer Station Audit performance from a failing 2020 rating to 96.8% in 2021 through focused operational oversight and performance management.

• Managed station safety culture and operational compliance, achieving zero OSHA-reportable injuries.

• Led frontline operations and employees while monitoring performance against customer, safety, quality, and operational objectives.

General Manager, Operations 2019–2020

Contour Flight Services Nashville, TN

• Managed labor-cost reduction initiatives to align station operations with established budgets.

• Established and reinforced a safety culture that resulted in zero OSHA-reportable injuries.

• Directed daily operations, employee performance, customer service, safety, and compliance activities. Account General Manager, Operations 2018

GAT Aviation Ground Services New Orleans, LA

• Managed an employee base of 125+ consisting of a Manager, six Supervisors, and an Office Administrator.

• Identified payroll fraud, implemented corrective action, and instituted process improvements that saved the company more than $15,000 annually.

• Directed operational performance, employee accountability, customer service, and compliance activities. General Manager, Operations 2016–2018

United Ground Express Santa Fe, NM

• Successfully transitioned and managed the start-up of a new station operation.

• Led the team to achieve all measured operational goals during Quarters 1, 2, and 3 of 2017.

• Achieved two Outstanding Station Audits with scores of 95% or higher.

• Managed employee performance, operational standards, customer service, safety, and compliance requirements. Donor Recruiter / Business Development, Donor Services 2013–2016 LifeSouth Springhill, FL

• Rebuilt underperforming blood drives, resulting in above-average operational success.

• Identified and developed new venues to increase opportunities for successful blood drives.

• Managed donor recruitment and business development efforts to exceed established goals and projections.

• Consistently achieved performance objectives that resulted in bonus payouts. General Manager, Operations 2010–2011

PrimeFlight Aviation Services Kansas City, MO

• Returned the operation to budgeted profitability through focused operational and financial management.

• Managed annual operational revenue growth from $0.84 million to $1.253 million.

• Directed operational performance, staffing, customer service, budgeting, and financial results. General Manager, ITP Operations 2008

Aircraft Services International Group San Diego, CA

• Managed budget ratios in a challenging environment characterized by declining revenue.

• Developed a performance measurement and tracking process to improve operational accountability.

• Trained Managers and Supervisors on implementation and use of performance measurement processes. Sales Associate, Real Estate 2005–2007

Playground Destination Properties Orlando, FL

• Recruited by the Director of Sales and passed the real estate license examination on the first attempt.

• Achieved Silver status during the first year and ranked among the top 25 of 175 international sales associates.

• Generated more than $18 million in personal contracted sales.

• Achieved the organization's highest reservation-to-close ratio through disciplined follow-up, attention to detail, and customer relationship management.

General Manager / Progressive Leadership Roles 1987–2005 Continental Airlines Orange County, CA

Progressive leadership roles included Flight Attendant, Supervisor, Program Manager, Safety & Regulatory Compliance Analyst, EHS Regional Manager, Corporate Training Manager, and General Manager, Operations.

• Progressed through multiple positions of increasing responsibility, culminating in General Management and operational leadership.

• Managed and led 120+ frontline employees, including performance appraisals, disciplinary actions, attendance management, coaching, counseling, and employee development.

• Instituted procedural changes and strengthened regulatory compliance, improving a corporate Internal Audit operations rating from "Needs Improvement" to "Outstanding."

• Designed procedures and managed departmental operational service performance goals, increasing goal attainment from 15% to more than 90%.

• Managed performance metrics and consistently achieved Above Target ratings, ranking in the top quartile among 58 stations.

• Served as General Manager for multiple site operations with responsibility for operational performance, employees, customer service, safety, compliance, and business results.

• Developed and delivered training programs and supported leadership development across operational teams. TECHNICAL SKILLS

Operations Management

General Management

Multi-Site Operations

Team Leadership

Leadership Development

Performance Management

Employee Relations

Customer Service

Customer Experience

Training and Facilitation

Safety Management

Environmental Health and Safety (EHS)

Regulatory Compliance

Quality Assurance

Audit Management

Performance Metrics and KPIs

Budget Management

Cost Control

Process Improvement

Workforce Management

Recruiting and Interviewing

Business Development

Sales

Goal Setting

Operational Planning

Internal and External Customer Relations

Contact this candidate