CHARLI BAILEY
Kailua Kona,USA
Summary
Dynamic operations manager with a strong background in team leadership and employee development. Proven track record in enhancing service delivery through strategic recruitment and training initiatives, while driving performance improvements and fostering a collaborative work environment.
Overview
18
18
years of professional experience
Work History
Station Manager
U.S. Aviation Services Corp.
Kailua-Kona, Hawaii
10.2025 - Current
- Managed scheduling and staffing to meet operational demands and service excellence.
- Recruited, trained, supervised, evaluated, coached and disciplined staff members.
- Developed training programs for new team members on safety protocols and procedures.
- Established employee schedules and work hours, reviewing employee timesheets to finalize payroll.
- Collaborated with team leaders to resolve operational challenges promptly and effectively.
- Participated in employee relations investigations to resolve issues effectively.
- Implemented efficiency improvements in service delivery processes and workflows.
- Reviewed operational and financial reports to meet station goals and objectives.
- Maintained inventory of supplies, ensuring availability for uninterrupted operations.
- Fostered a positive work environment through effective communication and team engagement initiatives.
- Developed successful team-building initiatives to motivate team members.
General Manager
Envoy Air, Inc.
Kailua-Kona, USA
10.2022 - Current
- Managed profit goals relative to budget and prior year, maintaining controllable costs within limits.
- Managed customer service teams to ensure quality customer satisfaction and increase customer loyalty.
- Set and implemented strategic goals and initiatives to align company with mission, values, and vision.
- Developed and implemented policies, procedures, and guidelines for daily staff operations.
- Provided clear direction and set priorities for accomplishing desired actions and results.
- Recruited team members to maintain adequate staffing levels.
- Coordinated staff training sessions to enhance compliance with company policies and procedures.
- Established employee development plan, setting clear expectations for team members.
- Provided coaching and mentoring support for employees at all levels of the organization.
- Prepared staff work schedules and assigned specific duties.
- Maintained positive relationships with key stakeholders including customers, suppliers and partners.
- Demonstrated and supported continuous improvement and growth mindset.
- Built and maintained relationships with vendors and suppliers.
Sr. Manager, Contract Service
Hawaiian Airlines, Inc.
Kailua-Kona, USA
07.2022 - 10.2022
- Identified areas for improvement and implemented data-driven solutions, leading to enhanced business outcomes.
- Advanced diversity, equity, and inclusion initiatives by collaborating with leadership, enhancing operational excellence.
- Guided and coached direct reports through team and one-on-one meetings, fostering professional development.
Operations Manager, Contract Service
Hawaiian Airlines, Inc.
Kailua-Kona, USA
05.2019 - 07.2022
- Prioritized and delegated daily tasks to align with project goals.
- Defined department goals and monitored performance to streamline daily operations.
- Provided leadership through active listening, coaching, and managing employee performance.
- Assessed effectiveness of development strategies and prepared alternative approaches to exceed goals.
- Created work schedules for employees based on flight contracts according to contract flight schedules.
- Maintain schedules in Roster Apps; able to upload and assign schedule to employee; also manage vacations, trades and coverage.
Guest Service Agent
Hawaiian Airlines, Inc.
Kailua-Kona, USA
04.2013 - 05.2019
- Delivered exceptional guest service during aircraft boarding.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Executed ramp offload and loading of bags to ensure timely aircraft turnaround.
- Ramp control weight and balance of aircraft A330, A321 and B717.
- Trained new hires on Interact, boarding procedures, and time management for improved operational efficiency.
Contract Service Chief
Hawaiian Airlines, Inc.
Kailua-Kona, USA
02.2009 - 04.2013
- Coordinated daily employee schedules, optimizing staffing for each contract.
- Maintained training, audits and ramp report.
- Trained in Ramp Control for Air Canada.
- Cultivated relationships with Regional Managers of US Airways, Delta, and Air Canada to enhance collaboration.
- Obtained certification in Hawaiian Airlines GSC/CRO, validating expertise in customer relations and ground service operations.
Contract Service Agent
Hawaiian Airlines, Inc.
Kailua-Kona, USA
07.2008 - 02.2009
- Managed guest service operations at ticket counter and boarding gate.
- Assisted passengers with check-in and boarding procedures.
- Resolved customer inquiries and complaints in a timely manner.
- Maintained cleanliness and organization of the service area.
- Maintained cabin appearance to ensure a welcoming environment for passengers.
Education
High School Diploma -
Waianae High School
06-1995
Skills
- Operations management
- Scheduling coordination
- Recruitment
- Hiring and Training
- Employee coaching
- Performance Evaluations
- Performance enhancement
- Staff development
- Team Leadership
- Complaint resolution
- Problem solving
- Multitasking and Prioritization
- Multitasking efficiency
- Teamwork and Collaboration
- Administrative management
- Ground Service Coordinator
- Ramp Specific Trainer
- Composed under pressure
- Upbeat and Positive Personality
Accomplishments
- American Airlines West Region Station Performance - Q3 2022
Timeline
Station Manager
U.S. Aviation Services Corp.
10.2025 - Current
General Manager
Envoy Air, Inc.
10.2022 - Current
Sr. Manager, Contract Service
Hawaiian Airlines, Inc.
07.2022 - 10.2022
Operations Manager, Contract Service
Hawaiian Airlines, Inc.
05.2019 - 07.2022
Guest Service Agent
Hawaiian Airlines, Inc.
04.2013 - 05.2019
Contract Service Chief
Hawaiian Airlines, Inc.
02.2009 - 04.2013
Contract Service Agent
Hawaiian Airlines, Inc.
07.2008 - 02.2009
High School Diploma -
Waianae High School