Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ernsto Elien

Hawthorne

Summary

Proficient customer service leader with demonstrated knowledge of workforce management better practices and operations. I continuously seek improvement by developing processes and taking initiatives to drive positive results. I value collaboration, employee engagement, recognition, accountability, and support risk-taking approach to enhance productivity. My mission is to make daily contributions to help improve performance.

Overview

9
9
years of professional experience

Work History

Manager - Airport Customer Operations

American Airlines
04.2023 - Current
  • Responsible for managing the operations, optimizing the business, leading the people and cultivating relationships with diverse audiences.
  • Evaluates, identifies, and recommends process improvement changes for a dynamic operational environment
  • Leads, motivates, and develops employees to perform in a safe, efficient, productive, professional manner and deliver superior customer service
  • Manages scheduled, off-scheduled and charter flight operations and meet performance goals
  • Establishes relationships through engagement, collaboration and inclusiveness with internal and external stakeholders
  • Monitors, reviews, and reports station performance
  • Assesses and executes appropriate resources to optimize station performance

Duty Manager - Workforce Management

American Airlines
11.2021 - 04.2023
  • Trained employees in essential Workforce management job functions.
  • Handled employee-related issues to improve performance, professional conduct and attendance reliability.
  • Developed schedules for up to 8 employees per shift.
  • Oversaw Ramp customer operations (Allocators) with team of 25 personnel.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance on quarterly basis and conveyed constructive feedback to improve skills.
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for Below the Wing Workforce Management team.

Customer Service Manager - Workforce Management

American Airlines
10.2020 - 11.2021
  • Assisted organization with transitioning from "paper assignments" to "GroundStar RealTime," which is resulting in improved productivity over time.
  • Strategically & efficiently assign tasks to drive operational performance and minimize IROPs impact by allocating resources when and where needed.
  • Assist in creating a culture of accountability and compliance.
  • Assisted in developing a Standard Operating Procedures (SOP) manual for Allocators in CLT.
  • Member of "Allocator Task Force" - helping to improve Allocator effectiveness across the system.

Customer Service Manager - Workforce Management

American Airlines
02.2019 - 10.2020
  • GS Realtime Allocator: Proficient in all Ramp Allocator roles - Line, Support, ABR and LAVs.
  • Collaborated with manning department to review shift bids to avoid discrepancies.
  • Responsible for efficient use of resources by LCC to ensure operational performance with emphasis on IFS and RS
  • Assumed ownership over team productivity in LCC and manage work flow to meet or exceed quality service goals
  • Increased efficiency and performance in LCC by monitoring team members' productivity and providing quality feedback
  • Improved operational efficiencies while managing interdepartmental requests - HCC, ROC, MOC
  • Increased efficiency and team productivity in West Sector by promoting adherence to operational best practices and company policies
  • Consistently managed 10-15 gates in West Sector, effectively resolving issues, which resulted in top ranking out of 4 Sectors

Customer Service Manager - Customer Operations

American Airlines
08.2016 - 02.2019
  • Elevated both internal and external customers' experiences by driving a reliable and high operational performance - LAX met or exceeded MBR goals for 16 consecutive months
  • Lead frontline team members to perform and deliver exceptional and superior customer service experience by creating a caring, supporting and safe work environment
  • Completed special projects at LAX Staffing Office by using effective decision making, critical thinking and time management skills
  • Ensured team members perform their work safely and in compliance with all regulatory agencies such as Federal, state or local including FAA, DOT, EPA and other government agencies with timely and thorough follow ups
  • Trained and mentor other customer service managers. Assisted in completing various customer service related tasks and on all aspects of ramp operational procedures and company policies

Education

Bachelor of Arts - Mathematics

St. Thomas University
Miami, FL

High School Diploma - undefined

North Miami Senior High School
North Miami, FL
2009

Skills

  • Team Leadership
  • Process Implementation
  • Conflict Resolution
  • Interpersonal and Written Communication
  • Staff Management
  • Inter-department collaboration
  • Training and mentoring

Timeline

Manager - Airport Customer Operations

American Airlines
04.2023 - Current

Duty Manager - Workforce Management

American Airlines
11.2021 - 04.2023

Customer Service Manager - Workforce Management

American Airlines
10.2020 - 11.2021

Customer Service Manager - Workforce Management

American Airlines
02.2019 - 10.2020

Customer Service Manager - Customer Operations

American Airlines
08.2016 - 02.2019

High School Diploma - undefined

North Miami Senior High School

Bachelor of Arts - Mathematics

St. Thomas University

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Ernsto Elien