Dushun Coach
Phoenix,AZ
Summary
Diligent Scheduling Manager with proven track record in coordinating complex schedules and optimizing resource allocation. Successfully managed large teams, ensuring seamless operations and timely project completion. Demonstrated expertise in conflict resolution and communication, enhancing team productivity and client satisfaction.
Overview
2026
2026
years of professional experience
Work History
Supervisor Provisioning
Southwest Airlines
01.2022 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Ability to work constructively with others as part of team in a variety of challenging situations
- Ability to work safely and with urgency under tight time constraints to accomplish quick turns of aircraft.
- Knowledge of Ramp Operations, Provisioning and Freight collective bargaining agreements and company policies and procedures.
- Ensuring on time performance meeting and exceeding company goals and metrics
- Committed to coaching and development of team to ensure peak performance.
Customer Service Agent
Piedmont Airlines
01.2020 - 01.2022
- 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.
- Responsible for Loading and Unloading baggage.
- Responsible for daily flight operations for assigned gates.
- Ensuring on time performance meeting and exceeding goals.
- Operation of motorized service vehicles and equipment, aircraft servicing.
HRRC Coordinator
Amazon Corporate
01.2020 - 01.2022
- Responds quickly and accurately to queries from Customers.
- Interprets and communicates effectively as a subject matter expert in HR policies.
- Resolves escalations from internal business partners and customers including SR-level leadership.
- Escalates broken processes and employee experiences. Continuously deep dive to find new ways to improve employee experiences.
- Identifies customer impacting issues and implement solutions.
- Achieves key performance indicator (KPI) goals and objectives in line with the organization’s goals.
- Assist in implementing and improving training programs to improve the quality and productivity of the team.
- Works in fast pace operational environment and employs rapid, accurate judgement in the face of ambiguity or broken processes.
- Manages confidential and sensitive employee information and adheres to strict data privacy standards.
Central Flow Lead
Amazon Corporate
01.2019 - 01.2020
- Provide quarterly and shift summary reports of performance
- Build strong relationships with operations teams allowing for two-way communication of observations, issues, and ideas to improve customer obsession, quality and productivity.
- Monitor risk and outbound flow, increasing overall cost efficiency in providing support to sites.
- Interact with Ops and Sr Ops directly in daily planning and executing plan. Communicating workflow status and escalating any CE risk, SLA failure risk or deviation from work standard.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Customer Service Manager Operations
AMERICAN AIRLINES
01.2015 - 01.2018
- Resolve operational problems during tour of duty
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Work in operation during peak or irregular periods
- Spend majority of time in the operation, interacting with employees
- Investigate discrepancies
- Write delay analysis and irregularity reports
- Coach and counsel personnel and provide guidance to team on performance issues.
- Encourage employee teamwork to generate and implement individual and team's best ideas
- Communicate with managers, peers and team members.
- Administer company policies and procedures
- Provide team with necessary tools.
Manager of Crew Scheduling
WORLD ATLANTIC AIRLINES
01.2014 - 01.2015
- Managed schedulers on their duties, assuring that work performance meets or exceed standards.
- Resolve problems that exceed scheduler authority and deescalate situations, such as operational issues to the Vice President of Operations.
- Develop and publish policies and procedures for the operations of crew scheduling.
- Produce administrative reports as required.
- Accomplished multiple tasks within established timeframes.
General Manager
SILVER AIRWAYS
2013 - 2014
- Organize, direct and coach customer service agents, handle customer service challenges.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Oversee daily Operations.
- Maintaining budget.
- Recruiting, hiring, and training of customer service agents.
- Encourage individual and team performance.
Crew Scheduling Supervisor
SILVER AIRWAYS
01.2012 - 2013
- Boosted productivity by creating a balanced workload for team members, reducing burnout and stress levels.
- Streamlined shift change procedures resulting in reduced downtime between shifts.
- Enhanced communication between departments with regular updates on schedule changes and adjustments.
- Maintained accurate records of employee attendance, leave requests, and other time-sensitive data for payroll processing purposes.
- Provided ongoing support and guidance to employees regarding schedule-related inquiries or concerns.
Crew Scheduler
COMPASS AIRLINES
01.2009 - 01.2012
- Forecast and analyze operational situations.
- Staffed appropriately to meet system needs.
- Communicate changes and reassignments with crew members.
- Communicate effectively with crew members and other department within the (IOC) operation control center.
- Analyze and solve scheduling problems in timely manner.
Education
Bachelor of Science - Business Administration Management
Columbia Southern University
Orange Beach, ALSkills
- Performance Tracking and Evaluation
- Customer Service
- Leadership Mentoring
- Employee Engagement
- Conflict Resolution
- Investigations
- Employee Training
- Team Player
- Microsoft Office
- Strong Written, Verbal Skills and Presentation
- Exceptional Time Management
- Attention to detail
- Employee motivation
- Decision-making
- Complex Problem-solving
- Strategic planning
- Team building
- Operations management
- Analytical thinking
- Process monitoring and improvement
Accomplishments
- Spearheaded an employee engagement program, resulting in a 50% decrease in employee turnover.
- Streamlined operations, resulting in a 45% reduction in operating budget. Drive and measure business results, and passion for service with the ability to resolve customer issues and concerns.
Timeline
Supervisor Provisioning
Southwest Airlines
01.2022 - Current
Customer Service Agent
Piedmont Airlines
01.2020 - 01.2022
HRRC Coordinator
Amazon Corporate
01.2020 - 01.2022
Central Flow Lead
Amazon Corporate
01.2019 - 01.2020
Customer Service Manager Operations
AMERICAN AIRLINES
01.2015 - 01.2018
Manager of Crew Scheduling
WORLD ATLANTIC AIRLINES
01.2014 - 01.2015
Crew Scheduling Supervisor
SILVER AIRWAYS
01.2012 - 2013
Crew Scheduler
COMPASS AIRLINES
01.2009 - 01.2012
General Manager
SILVER AIRWAYS
2013 - 2014
Bachelor of Science - Business Administration Management
Columbia Southern University
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