Chienchang Chang
Rego Park,N.Y.
Summary
Knowledgeable Station Manager with proven background in managing station operations and optimizing workflow efficiencies. Successfully led teams to enhance operational performance and ensure seamless customer experiences. Demonstrated expertise in problem-solving and effective communication.
Overview
18
18
years of professional experience
Work History
HNL Cargo Station Manager
Delta Air Lines
Honolulu, HI
01.2023 - Current
- Managed operations, ensuring alignment with Delta's brand standards.
- Developed operational plans and addressed capital needs for station optimization.
- Ensured compliance with regulations and facilitated effective communication.
- Achieved budget targets to meet financial objectives.
- Prioritized employee well-being by fostering safety-conscious environments.
- Advocated for station projects through persuasive business cases.
- Led strategic change initiatives and provided personalized leadership development.
- Utilized operational metrics for performance measurement and coaching.
- Acted as a subject matter expert, communicating station performance updates.
- Upheld distinctive customer service standards through informed decision-making.
- Oversaw American Airlines and WestJet Cargo Operations.
- Manage station P&L accountability, controlling labor, overtime, and vendor expenses to meet financial targets.
- Drive operational excellence using KPI dashboards (Cargo Load, FAP, LIP, service metrics) to improve station performance and accountability.
- Lead workforce development initiatives, coaching frontline leaders and agents to elevate productivity and engagement.
JFK Cargo Operation Service Manager / JV Lead
Delta Air Lines
01.2013 - 01.2023
- Proficient in the operations of Virgin Cargo, Aero Mexico, and Delta Airlines.
- Delegated tasks effectively among team members to optimize workflow.
- Provided prompt and accurate responses to inquiries from JV Partners.
- Skilled in both Delta and Virgin Atlantic processes, including import/export, trucking, invoicing, and flight folder creation.
- Verified cargo contents through meticulous inspection of import and export documentation, notifications, and manifests.
- Demonstrated oversight of day-to-day operations to ensure efficiency and compliance.
- Ensured timely acceptance and delivery of freight to meet customer expectations.
- Handled customer inquiries via phone and email, maintained accurate paperwork for internal and federal audits, and performed data entry tasks.
- Attached address labels, identification codes, and shipping instructions to containers in accordance with established procedures.
- Received training in Delta auditing procedures.
General Manager
Meegan Services
Jamaica, N.Y.
01.2008 - 01.2020
- Assisted airlines in securing hotel accommodations for passengers during flight cancellations.
- Offered stranded customers the best available hotel rates and arranged transportation.
- Delivered world-class customer service to enhance satisfaction and foster loyalty.
- Provided effective and timely resolution of various customer inquiries.
- Maintained comprehensive quality control and satisfaction records, continually seeking opportunities to enhance customer service.
- Managed employee work schedules to ensure efficient operations.
Skills
- Strong understanding of the cargo operations for Delta Air Lines
- Proficient in team leadership and delegation
- Effective communication and customer service abilities
- Meticulous attention to detail and accuracy in documentation
- Advanced proficiency in Microsoft Office Suite and cargo management software
- Punctual and reliable
- Proactive and driven approach to tasks
- Dedicated to rapid learning and task completion
- Attentive to details to ensure high-quality outcomes
- Self-motivated and capable of independent work
- Exceptional customer relations skills
- Quick learner and adaptable to new responsibilities and challenges
- Strong interpersonal skills for effective teamwork and collaboration
- Operations management
- Work planning
- Team development
- Team oversight
- Airline operations
- Sales and marketing
- Operating procedures
- Budget development
Languages
Fluent in English and Mandarin, with professional experience in both languages
Timeline
HNL Cargo Station Manager
Delta Air Lines
01.2023 - Current
JFK Cargo Operation Service Manager / JV Lead
Delta Air Lines
01.2013 - 01.2023
General Manager
Meegan Services
01.2008 - 01.2020