1. Gerard M Donias
470 Cypress Lake Ct; Oldsmar,FL 34677 (603) 812.1201 -gmdonias@yahoo.com
SUMMARY OF QUALIFICATIONS
Result oriented business administrator professional with 10+ years of experience in management.
Proficient in accounting, payroll, budgeting, scheduling, employee development, inventory control, purchasing,
public relations,strategic planning, general HR. Consistently achieve record-high customer satisfaction rankings,
improvements to the bottom line and turnaround ofunderperforming operations.
Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to
customer service as a key driver of company goal attainment. Lead by example and ensure the execution o f all
safety, security, quality and companyoperations policies.
EMPLOYMENT HISTORY:
September 2013 – Present Air General Inc; StationManager
 Day-to-day managementand oversightofthe entire operation (customer service,import/export
documentation,warehouse, aircraft ramp, weight and balance, dangerous goods acceptance), it’s people, and
operating budget
 Direct staff and execute plans to deliver a safe and reliable operation
 Interact with airportauthorities,governmentagencies,airline customers,and external organizations
 Deliver againstoperational goals,financial goals,and companyobjectives
 Plan and executes resource allocation for staffing and ground equipment
 Drive performance and productivity
 Accountable for reliability, customer service delivery, fostering positive employee relations,costmanagement,
and regulatory compliance
 Supportcompanypolicy and procedure,benefit,and compensation programs
 Currently hold a DG Cat 6 certification, Weight and Balance certification.
 Trainer – Security (MSP, FACASSOP,ACISP), Safety, OSHA standards, ULD Building, Ramp handling, GSC,
DG Cat 7,8,10 Awareness,weightand balance (767,MD11).
June 2013 – June 2013 Avantair Private Aviation; Owner Services Representative
 Responsible for ground transportation arrangements such as car rentals,limo service,catering,etc.
 Resolve owner service requests,questions,and complaints frequentlyrequiring analysis ofsituations to
determine bestuse ofresources.
 Identify and resolve problems in a timely manner.
 Liaison between the owner and various departments.
 Interact with Crew Schedulers,FlightFollowers and Dispatchers
 Responsible for handing all demo requests from sales.
 Communicate with Avantair owners for any currentor potential issues.

2. October 2012 – June 2013 UnitedHealth Care; Provider Representative
 Respond to telephonic Medicare complexcustomer calls from physician/hospital providers to ensure that
provider relationships with the plan are positive and productive.
 Explain benefits (EOB), eligibility,provider status,state Medicare guidelines,and anyother necessary
information to providers.
 Constantlymeetestablished productivity, schedule adherence,and qualitystandards.
 Identify and resolve provider issues,including claims research,rootcause analysis and resolution ofsystem
load issues or provider billing errors.
 Coordinate with other departments to resolve provider issues.
 Abide by all compliance requirements for the Departmentof Insurance (DOI), Agency for Health Care
Administration (AHCA), Centers for Medicare Services (CMS) and the Health Insurance Portabilityand
Accountability Act (HIPPA).
 Participate in earnings improvementopportunities,as appropriate and achieving strategic objectives relating
to the provider network.
 Manage provider demographic information changes (taxidentification numbers,new addresses etc.) and
resolves identified problems.
October 2005 – April 2012 Lufthansa German Airlines; Duty Station Manager
• Recruit,coach, develop and supportstaffwhile performance managing people to deliver brilliantcustomer service.
• Create an environmentthatfosters high staff morale.
• Responsible for the daily operations e.g. ramp, customer service, aircraft fuelling, catering, and security of the aircraft.
• Ensure upgraded customer experience delivered by airportteam.
• Ensure appropriate service recovery processes are implemented and actioned.
• Representthe station reporting official in all customer related issues and work with all local airport authorities to
ensure the safe efficient operation of the station.
• Ensure full compliance with all safetyand security processes,procedures and auditrequirements
• Effectively manage costs and ensure compliance with financial auditrequirements.
• Maintain effective communication with staff,airport authorities,governmentagencies,colleagues and
interdepartmental staffas required to successfullymanage the airportoperation.
• Ensure effective communication with all key suppliers to deliver to agreed SLAs.
• Quality Assurance- Ensure thatthe standards are metin compliance with the FAA, ICOA, TSA, IATA standards.
Audits include all Check-In areas,Departure Gates,Arrival Gates, Passenger Lounges,Corporate Signage,
Connection Desk Services,Baggage Delivery, Carry On Baggage regulations;CROcompliance,Ramp
Arrival/Departure, Auxiliary Power Unit, Potable Water Levels,Aircraft Arrivals Clearance, De-icing/Anti-icing
,Cargo/Warehouse (safety, security and documentation)and Ad hoc audits to review and report on specific
functions.
• Drive continuous improvementwith all suppliers.
•EmergencyResponse Coordinator- Ensure the airlines plan are developed and maintained in accordance with the
government/airline policy procedure manual; plan, conduct formal training of designated personnel to ensure adequate
preparedness and response.Coordinate with applicable departments to ensure thatevery ground operation h as an
up-to-date and workable emergencyresponse action plan.
• Ensure all administrative duties are completed on-time and to high standard sure.
July 2004 to October 2005 Swissport USA ; Duty Manager for Swiss International Air Lines
 Managing and developing the station team members to ensure a differentiated customer service experience
for all Swiss International passengers.
 Planning and managing airportoperational functions as well as developing effective contingencyplans for
irregular flightoperations.

3.  Responsible for the developmentand maintenance ofrelationships with Federal and State agencies.
 Responsible for the preparation ofbudgetexpenses and analysis ofgoals for key operational areas.
May 2002 – July 2004 Lufthansa German Airlines; Supervisor
 Team Member Satisfaction - Perform a key leadership role in the GuestServices department
 Leadership - provide professional,role model-type leadership within the Station and throughoutthe airline.
 Communication - establish strong communication channels and be a willing,motivational and enthusiastic
communicator with individuals and groups.
 Recognition and Participation - seek face-to-face opportunities to recognize exceptional individual and group
performance.
 Operational Management – Supervise all phases ofstation guestservice and operations.Provide technical
guidance and interpretcompanyand local policies and procedures.Analyze and evaluate station operating
performance in the areas of on time,baggage,safety and others and implementconstantimprovement.
 Training – ensure thatlearning is a continual part of the team’s development.
Work History:
BestWestern Hotel, Customer Service Feb 99-May 99; Business Express Airlines,FlightAttn. Dec 98-Jan 99; US Air
Express- Chautauqua Airlines,FlightAttn. Jan 97-Oct 98; United Express Mar 97-Jun 97
EDUCATION:
Robert E Lee High School- HS Diploma 1989
Training:
Lufthansa School of Business: Entrepreneurial Leadership, Problem Solving, Communication and Persuasion, Attitude
and Drive; Human Resources and legal training;Crisis Management(NTSB certified); Media Trained;Leadership
Training Program (role and tasks of a manager, time-management and delegation, Instruments of leadership,styles of
leadership,managementconflicts,leading teams,employee discussions,and evaluation of performance and
judgment).
NTSB – Family Assistance trainer.
Weight and balance and ramp trainer (A330;A340/300-400;A346;A380; B747-400;B747-800)
DGR – Valid CAT 6
Ticketing agent qualified (Amadeus) - ticket reissue and refund processes and ensure collection ofall applicable
charges;fare calculations e.g.round trips,open jaws,around the round.
Knowledge ofcomputer software’s such as MS Word/Excel/Act/PowerPoint
Project Managementexperience – A380 preparedness;CRO;DOT Tarmac – International plan