Roger Primrose has over 25 years of experience in customer service and operations management in the airline industry. He has a proven track record of improving efficiencies, safety, and customer satisfaction. His strengths include effective communication, team building, problem solving, and project management. Primrose held several management roles with increasing responsibility at Northwest Airlines where he led operations, coordinated staffing and logistics, and mentored employees. He currently works as a sales professional.

1. (515) 559-4467 (Cell)
(515) 987-4998 (Home)
rprimrose@msn.com
16565 Briarwood Ct.
Roger H. Primrose Clive, Iowa 50325-4671
MANAGEMENT PROFESSIONAL
Quickly able to assess efficiencies and quality actions. Capable of setting effective team
priorities to implement organizational goals while making decisions under tight
deadlines. Strong work ethic with the ability to build strong cohesive teams to drive
change within an organization.
PROFESSIONAL STRENGTHS
Business to Business Sales Scheduling Effective Communication
Performance Management Safety Training Time Management
Operational Management Solution Driven Customer Service
Conflict Resolution Project Management Develop Teams
Critical Thinking Facilities/Office Management Promotions
SELECTED ACHIEVEMENTS
ANALYZED SITUATION OR DATA
• Evaluated cost effectiveness, logistics, and timeline to maximize service delivery and customer satisfaction due to
weather related flight diversion. Successfully delivered all passengers to their target location with only 1 customer
complaint.
LIAISON
• Partnered with city airport engineers to create additional parking spaces for various aircraft mixes while not
impeding on other carriers functionality within their own leased space. Additional lines were painted ensuring safety
of aircraft movement and parking while offering increasing available for multiple operational activities while
developing operations with other airlines.
COACHED
• Recognized, coached and created training aides to drive staff awareness and prevent unsafe behaviors that created
aircraft and jetway damage. Realized an initial reduction in local aircraft damage rates of 25% within a 12 month
period and changes were rolled out corporate wide.
• Coached and mentored my team on the best use of electronic tools to maximize sales while reducing the frequency
of overbooking. Balanced operational goals with revenue generation without a detrimental effect to overall
performance and successfully enhancing local market share by 3% over a 24 month period becoming 2nd largest
local operator.
DIRECTED
• Directed staffing and daily operations at MSP airport that encompassing over 300 daily departures during a major
runway construction project. Achieved 84% on time performance through 3 quarters in a quickly changing and
merging environment while experiencing a minimal impact on service performance. Achieved an improved aircraft
damage ratio of .082 vs. goal of .255. Decreased OJI’s beating goal of 80.9 with 80.1 performance while decreasing
staffing and improving safety ratio.
• Organized the restructuring, training, and implementation for a new service provider when the union relinquished
control (servicing Northwest Airlines) of the servicing at the Des Moines Airport. Experienced a timely transfer of
knowledge between the existing union labor and the incoming 3rd party source while maintaining a high operational
performance with minimal customer service disruption.

2. Roger H. Primrose Page 2
DISCOVERED/INVESTIGATED
• Researched, developed and provided guidance on the understanding and interpretation of the security program rules
for the (AOSSP) Aircraft Operator Standard Security Program for baggage claim resolution. Improved claim
performance by 52 claims annually.
DECISION MAKING
• Solicited a bid from freight and cargo handling company that was offering service within the DSM airport to secure
the best available vendor in the region. Secured the vital provider needed to maintain cargo levels with contracted
freight forwarders while maintaining a damage ratio of .082 vs goal of .255 and an OJI ratio of 80.1 vs goal of 80.9.
• Persuaded customers to change their travel plans during irregular operating conditions to consider options that were
unknown or unexpected to minimize their inconvenience. Professionally delivered difficult news in both individual
and group settings on a regular basis during service failures related to tariff non compliance or weather related
delays. Improved customer relations maintaining the best customer complaint ratio amongst peer carriers.
PROFESSIONAL EXPERIENCE
Sales Professional
Shottenkirk Chevrolet Waukee 2010
Customer Service Manager 2009
Northwest Airlines Inc. St. Paul, MN
• Rewrote FOD plan for MSP station in response to Quality Assurance internal audit failure
• Management representative for the Employee Involvement Team to develop and grow team building
between contract work force and management. Group involvement and activities
Manager Station Operations 2006 - 2009
Northwest Airlines Inc. Des Moines, IA
• Led station transition of union NWA workforce to a 3rd party vendor
• Improved Customer Service performance by achieving safe, clean, on time with luggage
• Instilled a safer working environment and improved overall Quality Assurance Audit results
Customer Service Manager 2004 - 2006
Northwest Airlines Inc. St. Paul, MN
• Maintained performance standards and employee morale during bankruptcy
Customer Service Supervisor 1996 - 2004
Northwest Airlines Inc. Minneapolis, MN
Customer Service Agent 1994 - 1996
Northwest Airlines Inc. Miami, FL / Newark, NJ / Cedar Rapids, IA
Customer Service Agent - Air Cargo / Logistics 1991 - 1994
Northwest Airlines Inc. Miami, FL / Newark, NJ / Cedar Rapids, IA / San Francisco, CA
PROFESSIONAL DEVELOPMENT
Dangerous Goods / Hazardous Materials Acceptance FAA / TSA Ground Security Coordinator
Workplace Safety – OSHA Compliance Emergency Response Team Member
Workplace Diversity and Sensitivity Complaint Resolution Officer
Workplace Conflict Resolution Environmental Coordinator
Deice Trainer
EDUCATION

3. Roger H. Primrose Page 3
BBA Marketing---Iowa State University