1. Richard Davis
279 S. Millbrook Street, Aurora CO 80018 720-427-4646 cell rldavis1555@gmail.com
Profile:
Results driven leader with a strong tenure in the airline industry utilizing a wide variety of skills
and expertise dedicated to supporting operationally focused departments. Driven to maximize
efficiencies, forecast perfectly and operate succinctly. Expert at budget & human capital
forecasting, workforce management, payroll ownership & accountability. Tremendous team
player.
FRONTIER AIRLINES, Denver, CO July 1994 – July 2015
Several role changes throughout my significant tenure with Frontier.
Administration Manager, Reservations & Customer Service September 2011 - Present
 Manage and maintain all payroll processing, employee status changes and other Human Resource
issues for two departments with 350 employees across two Centers.
 Work side by side with various levels of leadership on official downsizing initiatives, requiring
high level of confidentiality, operational knowledge & professional respect.
 Partner with multiple departments in order to maintain operational integrity, equipment
availability/replacement to ensure no interruption in service.
Manager, Reservations Operations May 2006 – September 2011
 Manage a team of eight Workforce Analysts supporting the Reservations and Customer Service
call centers in a multi site/ multi state environment.
 Responsible for analysis, staffing model, call and headcount forecasting & reporting on all daily,
monthly, yearly operational metrics as it pertains to call flow – including call volume, abandon
rate, service levels, average handle time, etc.
 Assisted in managing a $24 - 1 -M yearly budget. To include tracking month to month, year
over year, with detail or justification on variances. Partnered with Director to present budgets for
approval.
 Expert in cross functional communication and change management.
 Member of Disaster Recovery Team where responsibilities includes planning and preparing, in
advance, the entire reservations and customer service operations in the event of an airline
incident.
Manager, Reservations Budget, Scheduling & Operations June 2001 – May 2006
 Managed a team of X Workforce Analysts supporting the 250 seat Reservations Centers in both
Denver and Las Cruces, NM.
 Responsible for the business case with finance team to terminate outsourcer and justify the cost
benefit to bring those calls in house to Frontier.
 Manage and measure cost savings initiatives & impacts – from idea inception all the way through
implementation.
 Prepared shift bids, employee schedules based on operational performance and forecasting
 Budget responsibility to prepare, track and explain both financial and operational impacts,
including justification for headcount requests.
 Attendance tracking of front line and supervisor employees, inclusive of FMLA, ensuring
Frontier remained compliant with federal laws.
Manager, Reservations January 1999 – June 2001
 Call Center Operations, managing service levels and revenue generation.
 Supervisors were direct reports and total agent population of approximately 100 agents.
 Managed outsourcer relationship; call volume, service levels, quality assurance.

2. Richard Davis
279 S. Millbrook Street, Aurora CO 80018 720-427-4646 cell rldavis1555@gmail.com
 Responsible for hiring, training & employee performance issues.
Reservations Supervisor July 1994 – January 1999
 Began my career with Frontier in first month of their operation. Start up.
 Responsible for all things call center or operationally focused.
 Hiring, managing call volume, shift coverage, sales agent performance, IVR’s, schedules. “All
Hands on Deck’ mentality.
AIR WISCONSIN (UNITED EXPRESS), Denver, CO March 1991 – August 1991
Customer Service/Operations Manager
ASPEN AIRWAYS (UNITED EXPRESS), Denver, CO May 1979 – March 1991
 Manager, Marketing Operations
 Manager, Statistics
 Assistant Reservations Manager
 Reservations Agent
Education:
 AAS Business Administration State University of NY Morrisville. Morrisville, NY