Operations Manager - Aviation & Telecom

ONENETTA LABEACH

Operations Manager

929-***-**** • ********@******.***

PROFESSIONAL SUMMARY

Results-driven Operations Manager with a proven track record across aviation, telecommunications, and retail industries. Expert in leading high-performance teams, optimizing operational workflows, and driving measurable improvements in customer satisfaction and safety compliance. Skilled in data analysis, resource allocation, FAA regulatory adherence, and cross-functional collaboration. Thrives in fast-paced, high-stakes environments with complex logistical demands.

CORE COMPETENCIES

Operations & Leadership: Team Development • Cross-Department Coordination • Shift Scheduling • Performance Management

Safety & Compliance: FAA & DOT Regulations • Root Cause Analysis • Safety Audits • GSE Oversight Data & Analytics: Data Mining • Machine Learning Applications • Tableau • MicroStrategy • SAS • Qlik Telecom & Networking: SONET/SDH • TCP/IP • DWDM/MESH • 5G Planning • Fiber Optics • ROADM Software & Systems: Microsoft Office Suite • SharePoint • Visio • Adobe Acrobat • ICON • VENUe • CoFEE • FUZE

WORK EXPERIENCE

Customer Operations Manager American Airlines — JFK, NYC 06/2021 – 12/2024

Oversaw daily operations of the customer service team including check-in, baggage handling, and passenger assistance for one of the nation's busiest airports.

Applied data analysis, data mining, and machine learning to identify operational bottlenecks and solve business problems, achieving a 60% increase in baggage handling efficiency and a 40% increase in customer satisfaction within 6 months.

Served as Control Tower Ramp Controller, issuing precise clearances for aircraft taxiing, take-off, and landing for 500+ flights per day at DFW Airport for 13 months; managed runway safety and emergency response protocols.

Enforced all FAA and American Airlines safety policies; conducted root cause investigations and compliance audits to ensure team safety in high-traffic ramp environments.

Coached, developed, and mentored frontline agents and supervisors; set departmental goals and fostered an inclusive, collaborative team culture.

Monitored baggage systems, flight turnarounds, and on-time performance metrics to prevent costly operational delays.

Managed shift scheduling, coordinated staffing requirements, and ensured Ground Support Equipment

(GSE) availability and maintenance.

Crew Chief Envoy Air Inc — Dallas, TX 06/2017 – 06/2021

Supervised and coordinated ramp agents, assigned daily tasks, and delivered on-the-job training to ensure team proficiency.

Guided union crew marshalling aircraft safely from gates; oversaw efficient loading and unloading of baggage.

Prepared weight and balance sheets for each flight, calculating aircraft loads for passengers, baggage, and fuel; entered data into computer systems.

Communicated corrections to scheduled departure flights; acted as primary liaison between ramp team, flight crews, and station managers.

Analyzed daily work processes, resolved operational delays, and motivated the team to consistently achieve performance goals.

Telecom Planning & Equipment Engineer Verizon Inc — Plano, TX 04/2018 – 08/2019

Planned and executed a multimillion-dollar 5G network budget; oversaw implementation across multiple phases.

Maintained strong relationships with internal and external customers, applying Agile methodology to deliver on complex technical projects.

Utilized ROADM, MESH, SONET/SDH, ULH, iEN, Ciena, Cisco, and Fujitsu DWDM/MESH platforms; proficient in ICON, VENUe, CoFEE, CCP, and related Verizon systems. Network Technical Specialist AT&T — Madison, WI 11/2013 – 11/2017

Installed, repaired, rearranged, and disconnected long-haul fiber optics and copper infrastructure to support data communications.

Generated and managed problem-tracking tickets across multiple systems; assisted with network verifications, trouble corrections, and equipment cutover.

Provided timely and accurate network event and outage information to management and cross-functional groups.

Communication Technician AT&T — Atlanta, GA / Dallas, TX 12/2006 – 11/2013

Served as single point of contact for enterprise clients including Walmart, Apple, Hertz, CSC, and EDS to activate and maintain services.

Trained, coached, and mentored Service Desk Specialists; developed training materials and managed employee scheduling.

Demonstrated expertise in VoIP soft-switches (Broadsoft, Sonus), router platforms (Juniper, Cisco), and complex voice/data call flows.

Managed and supported AT&T 22-state local exchange services; handled escalations and notified NOCs and Service Managers of high-severity network issues (ATM, SONET, FR, APVN). Brake Rider DGS — Dallas, TX 09/2016 – 06/2017

Performed APU starts and operated electrical, hydraulic, and radio systems during aircraft relocation moves.

Conducted pre-movement aircraft inspections (safety pins, brake pressure, equipment clearance); maintained constant cockpit presence throughout moves. Assistant Manager Walmart — Milledgeville, GA 08/2005 – 10/2006

Completed intensive 3-month Walmart Manager Program; turned department from a $400,000 deficit to a

$350,000 profit within the first 6 months.

Hired, trained, and supervised hourly associates; managed multimillion-dollar budgets, P&L statements, and sales forecasting.

Monitored inventory flow, seasonal transitions, merchandise presentation, and enforced company policies and safety standards.

EDUCATION & CERTIFICATIONS

M.S. in Applied Information Technology — Telecommunications, Networking & Wireless

B.S. in Applied Information Technology — Telecommunications, Networking & Wireless

A.S. in Internet Technology — Telecommunications, Networking & Wireless

CompTIA Network+ CompTIA A+

Healthcare IT Certified

Yellow Belt Six Sigma

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