Juan Garcia has over 25 years of experience in airport operations and customer service roles with American Airlines. He is fluent in Spanish and has extensive knowledge of FAA regulations, safety procedures, budgeting, and team leadership. Garcia seeks a new opportunity to utilize his skills developing positive travel experiences as an Airport Manager.

1. JUAN R. GARCIA
3209 Red Bluff RD W, San Angelo, TX 76904 ◆ H: 310-248-0795 ◆ jrgaarcia@mac.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
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.
Performed and supervised airfield management activities.
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.
Monitored the movement of aircraft to minimize delays and maximized safety.
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
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
Monitored the movement of aircraft to minimize delays and maximize safety.
Coordinated and Managed department's administrative, operational, training, safety, security, and customer service
functions to ensure a seamless customer service experience for the traveling public.
Closely coordinated flight activities with airport authority, government agencies and vendors during irregular operations.
Presented to the department Managing Director, monthly operational and financial performance and goals.
Monthly presented and explained department budget variances and cost control measures to department Managing
Director.
Engaged other work groups in various as needed to improve station operational performance.
Utilized standard operating procedures, effective crew resource management, communication and procedures specified
in the company operation manual.
Ensured communications systems were in place to efficiently direct the movement of ground personnel.
PROFESSIONAL SUMMARY
SKILLS
WORK HISTORY

2. 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 airfield activities.
Directed ground crews in the loading and unloading of aircraft cargo or baggage.
Solicited flight attendant feedback and resolved any problems through pro-active solutions and collaboration between cabin
and flight service.
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,
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.
Customer Service Manager - Passenger Service, 02/1995 to 05/1998
American Airlines, Inc. – Miami, FL
Greeted passengers, verified tickets and directed passengers to assigned seats.
Reduced company costs by managing the overtime budget.
Maintained a friendly, positive attitude when dealing with distressed passengers.Provided quality service and achieved
superior customer service satisfaction.
Provided team members with with fair and equitable treatment.Ensured compliance with all safety requirements, FAA and
other government requirements during tour of duty.
Enforced safety and security measures while maintaining optimal operational performance.

3. Customer Service Representative, 12/1990 to 02/1995
American Airlines, Inc. – McAllen, Tx
Greeted passengers, verified tickets and directed passengers to assigned seats.
Addressed passengers' concerns about delayed and canceled flights.
Maintained a friendly, positive attitude when dealing with distressed passengers.
Performed baggage service functions.
Processed passenger and checked travel documentation at airport ticket office.
Determined special assistance needs of passengers.
Walked aisles of planes to verify that passengers have complied with federal regulations prior to takeoffs.
Remained current and qualified on company training requirements.
Bachelor of Science: Professional Administration, 2010
Barry University - Miami Shores, FL
3.343 GPA
Coursework in Business Administration and Management
High School Diploma: 1985
Ozona High School - Ozona, TX
Member of National Honor Society Club
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