1. TOM MARZOUK
Greensboro, NC 27410
tommarzouk@gmail.com 336.501.7717
OPERATIONS MANAGER
Expert in Strategic Planning, Implementation, and Evaluation
Proven leader and results-oriented professional with combined skills in Customer Service, Operations,
Contract Negotiation, and Public Relations. Exhibits solid leadership skills, with proven experience in
planning, implementing, and evaluating business processes to generate revenue and control costs,
while consistently ranking amongst the best locations in customer service and operations metrics.
Innate ability to successfully manage a 24-hour operation, and the ability to plan and administer an
$8M station operating plan.
Proven expertise in:
− Strategic Planning / Implementation
− Customer Service / Conflict Resolution
− Performance Management
− Interpersonal Skills
− Staff Development / Succession Planning
− Strategic Planning / Contract Negotiation
− Product Management and Marketing
− Leadership and Teamwork
− Change Management
− Records Management Procedures
− Training and Compliance
− Problem Solving / Decision-Making
− Safety Business Plans
− Vendor Management
PROFESSIONAL EXPERIENCE
DELTA AIR LINES, INC. 1996 – 2015
Station Manager, Multiple Stations 1996-2015
 Station Manager, Raleigh-Durham International Airport (2013-2015). Greensboro, NC (2006-
2013), Portland, ME (2000-2006), South Bend, IN (1996-2000).
 Maintained oversight and responsibilities for the overall airline operation and compliance with all
company and government mandated regulations within assigned location.
 Most recently assigned to the Raleigh-Durham International Airport, leading productivity and
efficiencies for a station with 65 daily flight departures and 90 Direct Reports.
 Managed daily operations, ensuring a safe, reliable, and efficient experience for both customers
and employees.
 Responsible for the development, career patching, coaching and counseling of station supervisors
and frontline personnel to ensure a safe and reliable operation and customer satisfaction.
 Coordinated and executed all employee recruitment, interviewing, hiring, and training of new hire
employees.
 Ensured quality control management of all employee performance through observations, annual
evaluations and interpersonal communication
 Partnered with key airport stakeholders and high-value customers to build strong business
relationships to include airport authority executives, hotel and transportation vendors, government
authorities such as the Transportation Security Administration (TSA), Federal Aviation
Administration (FAA) inspectors, and other airline leaders.

2. TOM MARZOUK
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KEY ACCOMPLISHMENTS
 Significantly improved financial performance and generated additional revenue through
partnerships with the Delta Network and Route Development teams to successfully bring
the first non-stop Trans-Atlantic Delta flight from Raleigh-Durham, North Carolina to
Paris, France in 2015.
 Served as the Regional Baggage POC Leader for the East Sector. Responsibilities included
providing baggage support and leadership; to the Region and to ensure all East Region Leaders
receive the most current baggage data including individual station performance and challenges.
 Successfully gained experiences working with a diverse team and partnered with other leaders,
serving in the role of “Assistant Director of Airport Customer Service-International Operations” at
Delta’s Company Headquarters in Atlanta. Assigned as special duty to work at London's Heathrow
Airport with a Codeshare partner, Virgin Atlantic.
 Appointed as the “On-Time Leader” for the East Sector of the United States to improve on-time
performance for the assigned region. Planned, implemented, and developed an “On-Time Focus
Team”, and raised awareness of this critical area of customer service throughout the region and
across the divisions. Improved on-time performance by XX% over a 12-monh period.
 Provided leadership through coaching, mentoring, and delivering solid feedback to performance
leader and front-line employees, resulting in a “number one” ranking in customer satisfaction
throughout the entire Delta system in March of 2011.
 Awarded the Gold Certificate of Safety Achievement Award by the North Carolina Department of
Labor in 2010, for providing a safe, accident-free work environment for five consecutive years.
EDUCATION AND KEY TRAINING
Bachelor of Science, Political Science / International Relations
California State University, Long Beach, CA
Delta Air Lines, Training, Leadership Courses
Diversity, Communication, Administrative Action, Coaching and Counseling
“On-the-Spot” Media, Environmental Management
TECHNICAL SKILLS, AWARDS RECEIVED, AND PROFESSIONAL AFFILIATIONS
MS Office, Learning Management System (LMS)
Outstanding Customer Service Award for Above and Beyond Performance
Member, Regulatory Safety Evaluation Team (RSET) in 2001
LANGUAGE SKILLS
Arabic – Speak, Read, and Write