FRANCINE CABANILLA
Roseville,CA
Summary
Detail-oriented customer operations professional with over 35 years of experience in the travel and aviation industries, including 23 years in management dedicated to fostering a robust safety culture and achieving exceptional performance. Expertise in leading teams to elevate service quality and operational execution, combined with a strong technical foundation and innovative approaches to adapt to evolving needs.
Overview
34
34
years of professional experience
Work History
General Manager
Hawaiian Airlines
06.2003 - 12.2025
- Planned, coordinated, and managed all aspects of airport operations, cargo, and ground handling vendor contracts, ensuring compliance with safety and regulatory standards.
- Facilitated employee engagement initiatives for union and non-union employees to strengthen team involvement.
- Assisted in managing station’s annual budget process and supporting accounting and finance procedures. Collaborated with finance teams to revise monthly forecasts and deliver variance reports.
- Analyzed and managed station metrics and KPIs to drive continuous performance improvement.
- Managed internal customer and vendor support activities and served as escalation point of contact for customer service or intervention needs.
- Served as Hawaiian Airlines liaison within airport community and government affairs to support stakeholder engagement.
- Oversaw compliance with regulatory requirements, ensuring safety standards were consistently met throughout operations.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Trained and guided team members to maintain high productivity and performance metrics.
Assistant Station Manager
Hawaiian Airlines
06.2002 - 06.2003
- Provided support as needed to Station Manager.
Reservations/Customer Service Representative
Hawaiian Airlines
11.2001 - 05.2002
- Ticketing/gate agent at Honolulu hub.
Manager - Fuel & Purchasing Administration
Hawaiian Airlines
03.2000 - 10.2001
- Responsible for management of fuel budget, monitoring bonded fuel requirements, deliveries and into-plane services.
- Also responsible for contract administration of crew hotels
Reservations/Customer Service Representative
Hawaiian Airlines
03.1992 - 03.2000
- Reservations agent in Honolulu call center.
- Assignments included ticketing services, group desk and Premier reservations lines as well as general call line.
Education
Some College (No Degree) - General Business Courses
Honolulu Community College
Honolulu, HISkills
- HEART team participation
- GSC/CRO Certification
- Hearing Officer
- Leadership development
- Budget management
- Issue resolution
- Team leadership
- Collaborative work
- Staff development
Timeline
General Manager
Hawaiian Airlines
06.2003 - 12.2025
Assistant Station Manager
Hawaiian Airlines
06.2002 - 06.2003
Reservations/Customer Service Representative
Hawaiian Airlines
11.2001 - 05.2002
Manager - Fuel & Purchasing Administration
Hawaiian Airlines
03.2000 - 10.2001
Reservations/Customer Service Representative
Hawaiian Airlines
03.1992 - 03.2000
Some College (No Degree) - General Business Courses
Honolulu Community College