ALEXANDER HANNA
New York
Summary
I do not lead from authority. I lead from trust, and trust is something you earn. Elected Chief Shop Steward during the AA/US Airways merger and later appointed to management, I have sat on both sides of that table, carrying a conviction that has never changed: labor and management share one system, one goal, and the structure to get everyone there together. I carry direct accountability for 80% of International Flagship Service (IFS) operations at JFK Terminal 8, currently rank #1 among all Customer Service Managers at the station by a 7-point margin, and lead 38 Customer Service Coordinators with indirect oversight of an approximately 200-member agent workgroup at a gateway processing nearly 13 million passengers annually. In 2020 I coordinated the zero-downtime relocation of four international carriers during the COVID-19 closure of Terminal 7. That caliber of leadership earned field deployments to OKC and MCI that drew formal recognition from VP and Managing Director leadership, and ultimately a selection by the VP of Airports and Strategic Partnerships for the Harvard Business Publishing Right Start Leadership Program, the company's succession track for senior leadership. I show up the same way in every environment, under every condition, regardless of what the moment demands. That consistency is not a quality; it is the very leadership that produces the desired results for everyone. I build the culture and the systems required to win in any environment.
Ranked as the top Customer Service Manager on the corporate scorecard, consistently outperforming peers across key operational and guest service metrics. Managed operations for 80% of International Flagship Service flights at JFK Terminal 8, overseeing compliance with federal regulations and interline operations. Led a team of 38 Customer Service Coordinators while maintaining indirect oversight of a 200-member agent workgroup, ensuring high standards in safety and guest service. Successfully improved Net Promoter Score through strategic service recovery initiatives tied to operational performance.
Overview
21
21
years of professional experience
Work History
Customer Service Manager
American Airlines
New York
03.2019 - Current
- Ranked #1 Customer Service Manager on the corporate scorecard, outperforming the peer group by a 7-point margin across all key operational and guest service metrics.
- Hold direct operational accountability for 80% of all International Flagship Service (IFS) flights at JFK Terminal 8, the highest concentration of IFS responsibility among all Customer Service Managers at the station.
- As an FAA/TSA-designated Ground Security Coordinator, exercise Terminal Operator authority over all carriers within JFK Terminal 8, a gateway home to 10 Oneworld Alliance carriers processing nearly 13 million passengers annually.
- Manage federal agency relationships, partner carrier compliance, and interline operations across the full terminal footprint, spanning safety, security, and guest service accountability.
- Lead 38 Customer Service Coordinators directly and maintain indirect oversight of an approximately 200-member agent workgroup across one of the nation's busiest international hub environments.
- Led the zero-downtime emergency relocation of four international carriers (Iberia, British Airways, Alaska Airlines, and Ukrainian Airlines) to Terminal 8 during the COVID-19 closure of Terminal 7.
- Deployed on temporary assignment to OKC and MCI to optimize field station operations, staffing protocols, and diversion management procedures. At OKC, led the response to 20 simultaneous diversions in a single evening. Performance across both assignments drew formal recognition from both the VP and Managing Director and resulted in a second deployment to MCI requested directly by the Managing Director of the US Central Region.
- Improved Net Promoter Score (NPS) by 12 points within 18 months through an engineered service recovery strategy tied to my assigned flight performance across all operational and customer-based metrics.
- Serve as an authorized signatory for CBP-issued fines against American Airlines, managing federal penalty documentation and conducting root cause follow-up with originating stations.
- Oversee inadmissible passenger processing and FIS compliance, interfacing directly with CBP officers and verifying documentation against Timatic standards. Submit CBP 559 forms on behalf of Oneworld Alliance partner carriers to request FIS extended hours for delayed international flights.
- Lead multi-category safety oversight including OSHA audits, safety briefings, weight and balance compliance, and APIS compliance for all international departures, covering all CERS reporting categories: aircraft damage, dangerous goods, security breach, illness and injury, CRO formal, and GSC.
- Maintain CARE Team readiness through Emergency Response Planning tabletop exercises and live crisis simulations.
- Screened and evaluated 4 newly hired Customer Service Managers at the request of senior leadership, contributing to the selection and development of my peers in station leadership.
- Advanced 10 Customer Service Coordinators to supervisory roles through structured mentorship, coaching, and talent development, drawing on firsthand experience in my own transition to accelerate their growth.
- JFK International Airport, New York
Customer Service Coordinator
American Airlines (formerly US Airways)
New York
07.2010 - 03.2019
- Supervised Customer Service Agents across gate, ticket counter, and Federal Inspection Station (FIS) operations at JFK, ensuring consistent performance at one of the nation's busiest international hub environments.
- Led IROPS coordination as the central escalation point during Irregular Operations, applying Safety Management Systems (SMS) principles while managing oversale processing, control center directives, and guest service recovery across high-volume hub environments.
- Managed gate-level service for ConciergeKey, Executive Platinum, and AAdvantage elite tier members on International Flagship Service flights, bringing discretion, composure, and precision to the airline's highest-visibility service situations.
- Elected Chief Shop Steward, Communications Workers of America (CWA) Local 1171, in 2014 following appointment as Shop Steward in 2011 while working as an agent at LGA, a peer-validated distinction earned through consistent advocacy and demonstrated commitment to labor-management partnership.
- Filed 31 formal grievances as Chief Shop Steward with a 97% success rate: 21 affirmed at first step, 9 affirmed at second step, and 1 advanced to the national arbitration board, preparing complete case files with exhibits, evidence, and precedent research for each.
- Represented two distinct workforces during the AA/US Airways merger: legacy US Airways employees under the existing CWA collective bargaining agreement and newly covered American Airlines agents who joined the bargaining unit following the September 2014 union vote, both operating under the same contract through the September 2015 ratification. This work contributed to measurable workforce stability through the transition and was recognized with the CWA Local 1171 Union Defender Award.
- Redesigned internal controls documentation for US Airways operations at JFK, resulting in a 100% score on the station's final compliance audit prior to merger close.
- Participated in the cross-functional merger integration workgroup, cross-training on carrier systems including QIK over SABRE to ensure seamless operational continuity through the transition.
- JFK International Airport, New York
Ramp Agent
Delta Air Lines
01.2008 - 01.2009
- Executed ground operations including aircraft marshaling and ULD container logistics at one of the country's busiest international hub environments, building foundational ramp operations expertise.
Department Manager
Lord and Taylor
01.2006 - 01.2007
- Delivered the location's first regional number one sales ranking while managing a department generating $8M+ in annual revenue, and authored loss prevention procedures adopted company-wide.
Senior Auditor
Nationwide Risk Consulting
01.2005 - 01.2006
- Recovered $200M+ for clients by auditing commercial insurance premium audits and identifying systematic business classification errors, challenging carrier assessments that overstated operational scope across workers compensation and liability policies.
Education
Graduate Coursework - Aviation Management
Embry-Riddle Aeronautical University
Daytona Beach, FloridaBachelor of Science - Aviation Management and Aeronautics, Cum Laude
Dowling College
Oakdale, New YorkSkills
- Aviation Operations Systems
- Sabre DCS
- QIK
- Workbrain
- NetTracer
- Gatereader
- ACE
- GET
- Intelex
- CERS
- Analytics and Productivity
- Microsoft Office Suite
- Microsoft 365
- Tableau
- Customer service excellence
- Operational accountability
- Federal agency compliance
- Emergency response planning
Prior Professional Experience
- Delta Air Lines, Ramp Agent, 2008, 2009, Executed ground operations including aircraft marshaling and ULD container logistics.
- Lord and Taylor, Department Manager, 2006, 2007, Delivered the location's first regional number one sales ranking while managing a department generating $8M+ in annual revenue.
- Nationwide Risk Consulting, Senior Auditor, 2005, 2006, Recovered $200M+ for clients by auditing commercial insurance premium audits.
Crisis And Volunteer Leadership
American Airlines CARE Team, CARE Team Crisis Response Specialist, Deployed as part of a 24/7 around-the-clock response team providing immediate support to passengers, families, and staff affected by airline incidents., Coordinated on-site travel logistics and family assistance., Provided real-time information and direct coordination with affected families.
Credentials And Certifications
- Harvard Business Publishing Right Start Leadership Program, 12/21
- Ground Security Coordinator (GSC), FAA/TSA designated under TSA 1542, carrying Terminal Operator authority over all carriers within JFK Terminal 8., 2011
- Complaint Resolution Official (CRO), DOT Part 382 designated., 2011
- Generative AI Certificates, Microsoft Generative AI Professional Certificate and Google AI Essentials Professional Certificate.
Timeline
Customer Service Manager
American Airlines
03.2019 - Current
Customer Service Coordinator
American Airlines (formerly US Airways)
07.2010 - 03.2019
Ramp Agent
Delta Air Lines
01.2008 - 01.2009
Department Manager
Lord and Taylor
01.2006 - 01.2007
Senior Auditor
Nationwide Risk Consulting
01.2005 - 01.2006
Graduate Coursework - Aviation Management
Embry-Riddle Aeronautical University
Bachelor of Science - Aviation Management and Aeronautics, Cum Laude
Dowling College