1. JUAN R. GARCIA
37-10 95th St Apt 2G, Jackson Heights, NY 11372 H: 310-248-0795 C: 310-248-0795 j.r.garcia@aa.com
Organized and efficient Airport Manager focused on creating a positive travel experience for all passengers. Brings in-depth
knowledge of exceptional customer service and airline operations, along with superb problem solving and conflict resolution
capabilities.
Fluent in Spanish
Federal Aviation Administration (FAA) regulations
Calm under pressure
Flexible
Time management
Active listening skills
Energetic and enthusiastic
Natural leader
Manager Customer Operations, 12/2015 to Current
American Airlines –LGA New York, NY
Addressed passengers' concerns about delayed and canceled flights and resolved the issue through customer interaction
and face to face communication.
Promoted the safety, comfort and welfare of passengers by managing an on-time operation and serving customer needs
during IROP.
Trained, coached and mentored staff to ensure smooth adoption of new technologies to ensure an efficient operation and
manpower utilization.
Developed and rolled out new policies.
Spearheaded cross-functional initiative to achieve station and operational metrics.
Partnered successfully with elite services, operations, and flight service to produce positive customer and operational
goals.
Worked closely with trade unions to ensure CBA and company policies are adhered to by both management and
non-management staff.
Manager Transfer Support, 05/2015 to 12/2015
American Airlines – Miami, FL
Forecasted manpower requirements based on daily workload and company targets.
Led cross-department initiatives to develop and pursue cost reduction programs.
Performed and supervised airfield management activities.
Directed ground crews in the loading and unloading of aircraft cargo or baggage.
Worked within flight operations to maintain a culture of safety with efficient procedures.
Managed Line Control Center (LCC) - to ensure adequate staffing for line control cargo functions.
Prepared weekly staff meeting presentations for Director of Customer Operations.
Managed department projects
Responsible for department training and compliance initiatives.
Managed department overtime budget in cooperations with station administraion personnel.
Retired, 05/2014 to 05/2015
Retired –San Angelo, TX
Customer Operations Manager, 01/2013 to 05/2014
American Airlines –Los Angeles, CA
Managed baggage related relations with OA and business partners to ensure timely and smooth transfers.
Directed ground crews in the loading and unloading of aircraft cargo or baggage.
Managed department financial budget including salary and non salary line items.
Streamlined department policies and procedures to ensure an efficient and safe ramp operation.
Partnered with local trade union to implement efficient employee work schedules.
Analyzed baggage performance trends in order to maintain optimum customer satisfaction.
Member of Airline Baggage Consortium at LAX, representing American Airlines.
Airport Manager, 10/2011 to 01/2013
PROFESSIONAL SUMMARY
SKILLS
WORK HISTORY
2. British Airways, PLC - Job Share Program with American Airlines – New York, NY
Coordinated terminal flight activities with other airlines, TSA, Vendors and the JFK Airport Authority.
In coordination with station VP and other Airport Managers, managed and communicated to staff, station's financial and
operational objectives.
Managed situations affecting flight operations while preserving passenger comfort, safety and well being.
Monitored the movement of aircraft to minimize delays and maximize safety.
Managed best practice relations between AA, BA and other Oneworld Carriers at JFK.
Performed and supervised airfield activities.
Liaison between T7 carriers and CBP, TSA and other governmental agencies at JFK T7.
Directed ground crews in the loading and unloading of aircraft cargo or baggage.
Utilized standard operating procedures, effective crew resource management, communication and procedures specified
in the company operation manual.
Prepared relevant SRM documents in conformance with the Safety Management System (SMS) order.
Manager Airport Services, 01/2007 to 10/2011
American Airlines, Inc – Miami, FL
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Strong leader of customer service managers.
Facilitated inter-departmental communication to effectively provide customer support.
Identified individual development needs with appropriate training.
Fostered an environment which encouraged continual process improvements.
Effective liaison between customers and internal departments.
Managed work flow to exceed quality service goals.
Manager Ramp Service Administration, Training and Safety, 05/2004 to 01/2007
American Airlines, Inc – Miami, FL
Assisted with the Safety Risk Management (SRM) process.
Managed department budget including salary and non salary expenditures.
Coordinated the department's annual budget process.
Managed a team of support staff and administrative customer service managers.
Implemented a holistic approach to manage lost time and injury on duty processes to maximize administrative staff
productivity.
Prepared relevant SRM documents in conformance with the Safety Management System (SMS) order.
Ensure ramp service organization completed dangerous goods and hazardous awareness training on time annually.
Member of the automation team during roll out of Quantum project.
Worked within flight operations to maintain a culture of safety with efficient procedures.
Customer Service Manager - Ramp Service, 10/2003 to 05/2004
American Airlines, Inc – Miami, FL
Managed the day time cabin service operation and performance.
Ensure cabin crews complied with customs, immigration and USDA regulation during tour of duty.
Monitored the movement of aircraft and cleaning crews to minimize delays during irregular operations (IROP).
Performed and supervised ramp operation activities.
Directed ground crews in the loading, unloading, transfer and cleaning of cabin.
Safety, Security and Environmental Compliance Officer, 05/2000 to 10/2003
American Airlines, Inc. – Miami, FL
Contributed to improvements in the SRM process, hazard analysis and assessment.
Informed pilots potentially hazardous conditions.
Supported management through risk identification, control testing and process improvement procedures.
Supervised and coordinated projects for external and internal auditors and examiner evaluations.
Communicated audit results to upper management through written reports and oral presentations.
Gathered data for internal audits through interviews, on hand research and downloads.
Articulated audit findings, risks and detailed recommendations to upper management.
Conducted monthly security audits in an effort to identify potential problems related to physical security, staff safety and
asset protection.
Area General Manager, 04/1998 to 05/2000
American Airlines, Inc. – Dallas, TX
Prepared stations' operating budgets, budget reports and other financial performance reports for three stations (Amarillo,
3. TX, McAllen, TX, and Wichita, Kansas).
Collaborated with procurement and operations to achieve on going financial and operational goals.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Coordinated policy pertaining to the transportation of passenger and cargo with local, federal and air carrier security
procedures.
Adhered to all confidentiality requirements at all times.
Cross-trained and backed up other customer service managers.
Represented American Airlines at civic activities and promotional events at the three cities.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Bachelor of Science: Professional Administration, 2010
Barry University - Miami Shores, FL
3.343 GPA
Coursework in Business Administration and Management
OSHA 40 hour certification
SABRE Trained
General Manager Workshop
Ground Security Coordinator
Cargo Security Coordinator
Covey: 7-Habits of Highly Efficient People
Environmental Training
Conflict Resolution, Fraud Awareness and Professional Development Training
EDUCATION
CERTIFICATIONS
OTHER AIRLINE RELATED TRAINING
