1. Trevor Swan
Greater London Area | (07804) 069-489 cell | trevorswan2@gmail.com | www.linkedin.com/in/trevoraswan
Business Operations Manager
Proactive, solutions-oriented operations leader and business analyst in the airline and transportation industry.
Extensive experience with security, safety, and regulatory compliance in the U.S. and U.K. Proven ability to make
sound business decisions in a timely manner. An effective internal negotiator; able to balance the needs and competing
priorities of many people, departments and locations. M.B.A. is 80% complete. Core competencies include:
 Operations leadership. As assistant Station Manager in Gatwick, managed up to eight people directly, and held
shared responsibility for 35 Delta employees and six contractors. Our team managed eight flights and 1600
passengers each day on a £10 million operating budget. In the post-Lockerbie era, set up systems to track security
compliance (we maintained 100%) and passengers’ satisfaction with check-in (we realized a 40% improvement).
 Revenue optimization. Able to assemble and assess large amounts of data when problems arise and quickly
determine the best course of action for the company and the customer. As Shift Manager in the OCC, saved
approximately £20K+ per month in costs associated with flight cancellations (missed revenue opportunities and
hotel and amenity costs). In the past 11 years; that’s almost (£2.75 million).
 Customer care. Served as the passenger advocate for hundreds of thousands of passengers in 350+ cities in 65
countries. Directly responsible for ensuring Delta corporate, FAA, and government regulatory compliance was
met. Since the Department of Transportation (DOT) limited the allowable time for taxiway delays in April 2010,
directly responsible for mitigating potential fines to Delta in the range of £110 million.
Professional Experience
1985 – 2011 | Delta Air Lines | Atlanta, Georgia
Shift Manager, Airport Customer Service (ACS) – Operations Control Center (OCC) | 1999 – 2011
 Passenger advocate, interfacing with every department in Delta to resolve passenger-centric problems. Managed
regular and irregular operations responsible for 2,100+ domestic and international flights per day. The OCC is
very dynamic during weather events requiring quick decision making and multi-tasking.
 As a key member and or leader, contributed successfully to four major projects at Delta. The introduction of a
customer service team into the Operation Control Centre; two projects (also in the OCC) to integrate several
different systems, applications, and comply with regulatory requirements; and the development of better
procedures for handling passengers disrupted by weather, using new technology.
 Responsible for keeping Delta compliant and being familiar with Federal and Government regulations. Since the
Department of Transportation (DOT) limited the allowable time for taxiway delays in April 2010, directly
responsible for mitigating potential fines to Delta in the range of £110 million.
 Saved approximately £20,000+ per month in costs associated with flight cancellations (missed revenue
opportunities and hotel and amenity costs). In the past 11 years; that is almost (£2.75 million).
 Managed and coordinated corporate and departmental Key Performance Indicators (KPI’s), around customer
service levels, operational performance, and budgetary constraints.
 Worked in a high performing team, one of only two at Delta. Responsible for interviewing and selecting new team
members as well as planning man power daily and developing schedules.
 Responsible for training new hires to the team on approximately 15 different software applications to monitor
Delta’s operation. Training includes conducting check rides and assessment of individual performance.
 Responsible for co-writing the team’s policy and procedures manual and keeping it current.
Senior Analyst, Latin American Business Unit | Atlanta, Georgia | 1998 – 1999
 Supported the start-up the Latin American Business Unit; supported the general manager, finance, marketing and
customer service managers for our new service to Panama City, Guatemala City, Lima, Caracas, and San Jose.
 Created marketing and analysis reports including passenger flight loads, flight revenue and load factors to track
performance of the new routes.

2. Trevor Swan Page 2
Senior Analyst, Atlantic Regional Office | London, UK | 1997 – 1998
 In response to a request from senior leadership to come up with ways to motivate staff, developed the idea for an
“employee recognition program,” based on the staff being awarded points to thank them for good work and for
recognition from passengers. These points could be collected and turned in to purchase goods. The idea was
accepted and rolled out, and is known today as “My Delta Rewards.” It has recently picked up an award as one of
the best employee recognition programs.
 Responsible for developing a new analyst position supporting two field directors, in accordance with Delta’s
policies and procedures. Collated basic performance statistics and passenger data for 20+ cities across Europe.
Assistant Station Manager – Gatwick | London, UK | 1987 – 1997
 Responsible for managing Delta’s largest overseas station with eight flights and 1600 passengers daily, ensuring
that Delta’s requirements, (on-time performance, customer service levels, maximizing revenue per flight) were
met by Delta employees and contractors (approximately 35+ staff daily).
 Conducted daily shift briefings with Delta staff, contractors and vendors to discuss planning, performance and
Key Performance Indicators (KPI).
 Responsible for leading and developing a team of eight direct reports, keeping them motivated through setting
goals, developing skills, training (Federal requirements and Delta’s PPM’s), and performance evaluation.
 Developed systems to track security compliance with U.S. and U.K. authorities, and also passenger satisfaction
levels regarding their check-in experience.
 Managed the cargo operation through London-Gatwick and London-Heathrow, coordinating with cargo
marketing to maximize revenue. Completed initial IATA dangerous goods training and maintained status until
2008.
 Mediated complaints from passengers regarding different service failures – seeking to keep the passengers’
continued business.
Reservation, Sales and Ticketing Agent – Gatwick | London, UK | 1985 – 1987
 Promoted in March 1987.
 New hire learning Delta’s reservation system, international fares, ticketing and Delta’s policy and procedures.
Education and Professional Development
M.B.A. (completed 80%) | The Open University | Milton Keynes, U.K.
B.A. | The Open University | Milton Keynes, U.K.
Professional Development
Project Success Method (PMI approved) | Project Success, Inc. | Atlanta, U.S.
Quality and process improvement: Six Sigma Yellow Belt
Software: Microsoft Office – Word, Excel, PowerPoint, and Outlook