ANDREW O. SHIRLEY
Fayetteville,GA
Summary
ADVANCING OPERATIONS MANAGEMENT TO MAXIMIZE PRODUCTIVITY & SAFETY
Quality-driven, customer-focused Operations Service Manager with 20+ years of operations, customer service, safety, and emergency preparedness management experience, particularly in the airline industry. Champion continuous improvement and training programs that emphasize productivity, efficiency, and safety protocol compliance. Respected leader of up to 25, offering continued coaching, motivation, and career development opportunities. Consistently exceed expectations. Cultivate productive partnerships. Collaborate cross-functionally to maximize results.
Operations Planning & Management | Continuous Improvement | Strategy Development | Issue Resolution
Safety | Customer Service | Contractors | Hiring | Resource Allocation | Procurement | Invoicing | Budgets & Cost Control
Leadership | Team Building | Coaching | Attendance | Crisis Communication | Scheduling | Relationship Cultivation
Emergency Preparation | Collaboration | Supply Chain Management (SCM) | Contract Negotiation & Management
MS Office | Excel Data Analyst Certification | Lean Management | Six Sigma White + Green + Black Certification
Overview
32
32
years of professional experience
7
7
years of post-secondary education
Work History
RAMP AGENT
Delta Air Lines
Atlanta, GA
01.2022 - Current
- Responsible for loading and unloading aircraft baggage, guiding planes to and from their gates, operating baggage carts, de-icing planes and performing other airplane servicing duties
- Provided exceptional customer service in all areas in the operation .
OPERATIONS SERVICE MANAGER
Delta Air Lines, Inc
Newark, NJ
01.2013 - 11.2020
- Manage operations, ensuring optimal performance in such areas as departures and safety
- Conduct daily safety observations to monitor at-risk behaviors, ensure regulatory compliance, and decrease OSHA recordable injuries
- Prepare strategic and tactical safety plans
- Lead up to 25 employees, providing motivation, coaching, and training programs to improve productivity
- Champion continuous improvement via strategic thought processes and decision making
- Monitor trend variances to establish operational efficiency
- Collaborate with teams and management to increase station scores.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
PASSENGER SERVICE AGENT
Delta Air Lines, Inc
Newark, NJ
06.2011 - 02.2013
- Provided exceptional customer service in all areas, including reservations and ticketing and reissues
- Assessed passengers’ as they arrived to ensure needs were met, such as high-value travelers with particular requirements
- Evaluated and quickly resolved customer issues
- Oversaw delivery service to provide accuracy and proper unaccompanied minor (UM) documentation
- Maintained visibility and displayed a positive corporate image to customers while overseeing daily operations (e.g., ticket counter and gates)
- Coordinated and tracked irregular operations (IROPs) with focus on timeliness and efficiency.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
CUSTOM PROTECTION OFFICER
G4S Secure Solutions
Cranford, NJ
01.2011 - 01.2012
- Maintained an environment of emergency preparedness and asset protection
- Tracked and evaluated people’s movement to deter criminal activity and misconduct
- Provided corporate security, crisis communications oversight, electronic surveillance, and training in safety protocol.
SUBROGATION REPRESENTATIVE
Crum & Forster
Morristown, NJ
01.2007 - 01.2008
- Reviewed claim submissions to ensure regulatory compliance and to assist adjusters with more complex issues through to resolution
- Collaborated with disaster specialists and conducted interviews to assess claim accuracy and viability
- Authorized approved payments and escalated questionable claims to causation experts for a more in-depth examination
- Reduced false claims payouts by 20% by following established policies and procedures to ensure initial filings resulted in prompt processing
- Exceeded predecessor’s average corporate audit scores of 72% by consistently scoring 97% or higher by reviewing the old claims diary and reprocessing for accuracy or other pending information needed
- Moved on to other claims if no response within 15 days.
SUBROGATION REPRESENTATIVE
Twilights Insurance
Berkeley Heights, NJ
01.2004 - 01.2007
- Acquired complete billing information for computerized claim files and managed them from subrogation to close, including arbitration filing decisions and court rulings
- Salvaged $250K+ monthly in lost payments by examining the old claims diary and reprocessing them for accuracy or other necessary pending information
- Continued to other claims if no response within 15 days
- Exceeded monthly collection goals by 10% by ensuring timely processing via adhering to policies and procedures.
SUPERVISOR
Rubin and Raine
Eatontown, NJ
01.2002 - 01.2004
- Recruited, hired, trained, and led a team of 14 collectors, delegating tasks, coordinating schedules, and submitting payroll to Human Resources
- Established strategic policies that encouraged productivity and efficiency
- Developed and implemented procedures, such as an appeals procedure for recovery reports
- Conducted team evaluations
- Approved salary adjustments
- Doubled the established recovery goal to $2.2M+ within 1 month by following up with attorneys assigned to high-value claims to ensure they were given top priority status.
SOLDIER
US Army
Fort Hood, TX
01.1992 - 01.2000
Education
Certificate - Motorcycle Technician
Motorcycle Mechanics Institute (MMI)
Orlando, FL 12.2020 - 11.2021
Master of Public Administration - Emergency Management
John Jay College of Criminal Justice
New York, NY 08.2007 - 05.2009
Bachelor of Arts - Sociology
Bloomfield College
Bloomfield, NJ 08.2000 - 05.2005
Affiliations
Veterans Business Resource Group | Delta PER Core Team | FEMA National Response Framework IS-00800.B
Professional Graduate Student Club | International Emergency Management Student Association (IEMSA)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Skills
- Data Mapping
- Business Management
- Product Development
- Reporting Tools
- Data Mining
- Business Performance Analysis
- Report Preparation
- Clear and Concise Communication
- Attention to Detail
- Data Science with R Programming
- Query Tools
- Business Requirements
- Administration and Management
- Data and Analytics
- Advanced Excel Spreadsheet Functions
- SWOT Analysis
- Public Information Research
- SQL
- Trend Data Analysis
Timeline
RAMP AGENT
Delta Air Lines
01.2022 - Current
Certificate - Motorcycle Technician
Motorcycle Mechanics Institute (MMI)
12.2020 - 11.2021
OPERATIONS SERVICE MANAGER
Delta Air Lines, Inc
01.2013 - 11.2020
PASSENGER SERVICE AGENT
Delta Air Lines, Inc
06.2011 - 02.2013
CUSTOM PROTECTION OFFICER
G4S Secure Solutions
01.2011 - 01.2012
Master of Public Administration - Emergency Management
John Jay College of Criminal Justice
08.2007 - 05.2009
SUBROGATION REPRESENTATIVE
Crum & Forster
01.2007 - 01.2008
SUBROGATION REPRESENTATIVE
Twilights Insurance
01.2004 - 01.2007
SUPERVISOR
Rubin and Raine
01.2002 - 01.2004
Bachelor of Arts - Sociology
Bloomfield College
08.2000 - 05.2005
SOLDIER
US Army
01.1992 - 01.2000