Douglas Masters
Dayton,OH
Summary
Experienced in the airport industry with a strong focus on delivering outstanding customer service and ensuring efficient operations. Consistently surpass performance targets while effectively managing teams. Possess extensive knowledge of airport regulations and procedures, prioritizing safety and security standards. Committed to providing passengers with a seamless travel experience.
Overview
37
37
years of professional experience
Work History
Customer Service Agent - Above Wing
Delta Airlines
04.2022 - Current
- Quickly combined all my experiences as a CSA and CSM in CMH, SAN, DAY. LGA. JFK and DFW to excel as CSA at the Dayton Airport
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Licensed Real Estate Agent
Keller Williams Hometown Realty
01.2014 - Current
- Licensed Professional Realtor of residential and commercial properties
- Enhanced client satisfaction with diligent follow-up after closing, ensuring a positive experience overall.
Ramp Agent - Below Wing
Delta Airlines
06.2021 - 09.2021
- Coordinated loading and unloading of luggage to ensure timely departures.
- Managed equipment and vehicles to maintain safety and efficiency on the ramp.
- Assisted ground crew in preparing aircraft for departure, improving turnaround times.
- Ensured compliance with safety regulations by conducting routine inspections.
- Loaded and unloaded baggage efficiently to keep operations running smoothly.
- Operated ground service equipment to support flight operations.
- Marshalled aircraft to gates for smooth and precise positioning.
- Monitored weather conditions to anticipate potential delays and adjust schedules accordingly.
Packaging Engineer
Honda Automotive of America Inc.
05.2019 - 01.2021
- Responsible for over 3000 Honda Automotive parts:
- Daily monitoring of parts to ensure compliance
- Training of suppliers to ensure the measurements were accurately inputted into the system
- Coordinated activities with contract company (Crown) to ensure accurate guidelines established by Honda of America were being followed
- Provided weekly updates and monthly presentations in PowerPoint/Excel with updated status
- Started a kick-off presentation for Crown and upper management to establish a timeline for goals of achieving new model part
- Conducted daily audits of automotive parts in warehouse to ensure the specs were accurately transcribed into the Honda SPeCS system
- Coordination with suppliers of weekly audits of their shipped automotive parts
- Developed packaging design specifications for components and consumable products of the clients
- Working with the Quality department on damage prevention there are steps that need to be followed: Design Change
- Working with Honda's Packaging Suppliers, we could coordinate a design that would prevent damage in the future
- Many times, this was accomplished by other adhesives or containments for the packaged parts
- An internal 'drop-test' was used to exemplify a normal shipment would cause damage
Medical and Pharmaceutical Courier
Priority Dispatch Inc.
01.2012 - 01.2016
- Exceptional customer service and logistics for pharmacies, and medical facilities
- Providing outstanding on time deliveries for patients and their doctors
Operations Manager
American Airlines/Eagle
01.2010 - 01.2012
- Outstanding manager of 25 to 50 union and non-union employees where turnover due to my hiring practices resulted in lower turnover
- Exceptional customer service and in charge of all baggage operations and turned disgruntled passengers into repeat customers!!
SR. Supply Chain Manager
Comair Airlines (Delta Airlines)
01.2004 - 12.2004
- Negotiated and implemented favorable contracts for internal and external customers with over 1 mil in spend
- Analyzed RFP & RFQ utilizing excel spreadsheets for the benefit and analysis of cross-functional internal and external focus groups for sourcing
- Successful negotiations of for supplier selection and sourcing resulting in 1,450,000 a year in cost savings for contracts
Transportation Logistics/Materials Manager
FedEx Logistics & Supply Chain Services
07.2000 - 08.2004
- Company Overview: (3PL Provider)
- Implemented as a sole liaison the entire transportation system for the manufacturing facility by utilizing my exceptional negotiation skills for favorable contracts for LTL, TL carriers
- Master Scheduler and Monitor of ERP in SAP in a JIT inventory system in which there was 100%on time deliveries and no line discrepancies
- (3PL Provider)
Transportation & Logistics Analyst
Emery Worldwide Airlines
03.1997 - 07.2000
- Analyzed domestic route structure for US Postal Services 'Priority Mail' and gained more responsibility for exemplary achievements and rewarded with larger multiplex cities
Customer Service Manager
American Airlines
01.1995 - 01.1997
- Motivated Manager of 25-50 union/nonunion employees
- Exceptional manager for all written & oral communications with customers where the feedback from customers and employees were impressed with professionalism
Commodity Manager
American Airlines
01.1991 - 01.1995
- Strategic and dynamic sourcing of commodities for 18 airports in the Eastern Division with hands-on approach that led to extremely high levels of confidence and competent levels with internal and external customers
- Exceptional Contract negotiator for supply chain solutions and asked to work in Raleigh, NC as a substitute for lateral Commodity Manager
Reservations Sales Agent
American Airlines
01.1988 - 01.1991
- Trained in SABRE to achieve top quarter of all employees
Education
Bachelor of Science - Business and Administration, Business Logistics Management/Supply Chain Management
Wright State University
Dayton, OH06.1988
Business Management -
Ohio State University
Columbus, OH01.1986
Skills
- Delta Airlines - Above Wing - DAY
- American Airlines - Above Wing - SAN
- Below Wing - CVG, DAY, SAN, CMH
- Above Wing - DAY SAN, DFW
- TDY Experience - JFK (Summer of 2023)
- Trained in Delta Delta Term and SNAPP
- Customer Service Manager - SAN (American Airlines)
- Commodity Manager - NYC (American Airlines)
- Senior Commodity Manager - CVG (ComAir Airlines)
- Microsoft office suite proficiency
- Multitasking and organization
- Verbal and written communication
- Conflict resolution
- Operational efficiency
Accomplishments
I am proud to have been selected for the Leadership Development Program (LDP). This program enables the development and education to excel as an Operational Service Manager with Delta Airlines (OSM).
Timeline
Customer Service Agent - Above Wing
Delta Airlines
04.2022 - Current
Ramp Agent - Below Wing
Delta Airlines
06.2021 - 09.2021
Packaging Engineer
Honda Automotive of America Inc.
05.2019 - 01.2021
Licensed Real Estate Agent
Keller Williams Hometown Realty
01.2014 - Current
Medical and Pharmaceutical Courier
Priority Dispatch Inc.
01.2012 - 01.2016
Operations Manager
American Airlines/Eagle
01.2010 - 01.2012
SR. Supply Chain Manager
Comair Airlines (Delta Airlines)
01.2004 - 12.2004
Transportation Logistics/Materials Manager
FedEx Logistics & Supply Chain Services
07.2000 - 08.2004
Transportation & Logistics Analyst
Emery Worldwide Airlines
03.1997 - 07.2000
Customer Service Manager
American Airlines
01.1995 - 01.1997
Commodity Manager
American Airlines
01.1991 - 01.1995
Reservations Sales Agent
American Airlines
01.1988 - 01.1991
Business Management -
Ohio State University
Bachelor of Science - Business and Administration, Business Logistics Management/Supply Chain Management
Wright State University
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