Gus Molos
Whitestone,USA
Summary
Results-driven leader with a strong history of enhancing operational performance and customer service at JetBlue. Achieved significant production efficiency improvements and minimized downtime through strategic project management. Expertise in high-pressure project execution, staff training, and financial reporting, with a focus on P&L analysis to achieve financial objectives. Recognized for exceptional customer service and effective team collaboration across various business functions.
Overview
25
25
years of professional experience
Work History
Ground Operations Duty Manager, June 2016 – Presen
Jetblue
New York, USA
02.2021 - Current
- Ensure quality customer service is provided with emphasis on the JetBlue experience
- Manage daily shift operations, including but not limited to; staffing, overtime, safety and scheduling
- Manage operational performance by overseeing daily flight operation to meet or exceed metric goals
- Resolve Crewmember and customer issues
- Conduct monthly Supervisor shift meetings
- Evaluate Supervisor performance and implement improvement plans
- Evaluate Training Coordinator and Liaison performance and implement action plans
- Identify and implement operational improvements
- Oversee all equipment stock and ordering
- Oversee our OAL airlines that jetblue has contracts with at JFK
- Developed procedures for improved performance in, On Time Departures, MINT Baggage Times, Overall Carousel Times, IROP effectiveness and Manpower Staffing Coordination
Customer Service Duty Manager/ Ramp Manager
British Airways
Jamaica, USA
03.2008 - 06.2016
- Overseeing the daily Ramp operations and maintaining British Airways security and safety initiatives
- Engaging with Ground Handling companies on a daily basis to ensure all British Airways policies are adhered to and all Ground Handling responsibilities are consistently carried out
- Coordinating Ramp Closures and De-Icing procedures during inclement weather operations
- Responsible for assisting with daily airport and airline operations, while providing premium customer service to British Airways clientele
- Mentoring crewmembers and developing their understanding of British Airways systems and procedures
- In depth analysis and closure of e-Basis reports
- Accurately recording and documenting flight information into the daily report
- Maintain staffing levels, rostering, both daily and seasonal, and authorizing workbrain payroll system
- Achieved promotional advancement as a result of repeated recognition for top performance and selection for high-priority initiatives
- Overseeing the daily operation while specifically managing and adhering to safety policies and achieving financial goals
- Satisfying the needs of our third party customers and Joint Business partners
- Building and maintaining solid relationships with the Department of Homeland Security; TSA, CBP and Port Authority Officials
Third party Customer Service Supervisor
British Airways
Jamaica, USA
08.2000 - 02.2008
- Collaborated with third party Station Managers to deliver exceptional customer service and arrival and departure continuity
- Maintained contractual agreements in regards to staffing and operational requirements
- Trained crewmembers on new products and procedures specific to each of the individual carriers
- Promoted from Customer Service Agent following superior performance and demonstrated abilities to quickly learn and master complex concepts
- Inspired and motivated colleagues to consistently perform with the highest levels of professionalism
- Consistently minimized disruptions to the operation and our valued customers
- Responsible for assisting with daily airport and airline operations, while providing premium customer service to British Airways clientele
Education
Bachelors Degree - Science
St. John’s University
Jamaica, New York05.1998
Associates Degree - Arts
St. John’s University
Jamaica, New York05.1994
Skills
- Operational performance
- Customer service
- Staff management
- Performance evaluation
- Process improvement
- Risk management
- Training development
- Problem solving
- Flight operations
- Safety compliance
- Relationship building
- Effective communication
- Conflict resolution
- Team leadership
- Policy implementation
- Team supervision
- Facilities maintenance
- Data analysis
- Scheduling coordination
- Emergency management strategy
- Time management
- Quality assurance
- Resource allocation
- Strong leadership
- Team development
- KPI setting and review
- Employee development
- Performance management
- Employee engagement
- Job description development
- Service coordination
- Business administration
- Staff training
- Staff training and development
- Cash management
- ERP software
- New employee training
- Culture improvements
- Training coordination
- Payroll processing
- Financial acumen
- Written and oral communication
Languages
Greek
Professional
Timeline
Ground Operations Duty Manager, June 2016 – Presen
Jetblue
02.2021 - Current
Customer Service Duty Manager/ Ramp Manager
British Airways
03.2008 - 06.2016
Third party Customer Service Supervisor
British Airways
08.2000 - 02.2008
Bachelors Degree - Science
St. John’s University
Associates Degree - Arts
St. John’s University
Similar Profiles
Jennifer JoklJennifer Jokl
Sr. Analyst Loyalty Cobrand Acquisitions at JetBlueSr. Analyst Loyalty Cobrand Acquisitions at JetBlue
PRESCOTT E. WRIGHTPRESCOTT E. WRIGHT
Ground Operations Training Liaison at JetBlueGround Operations Training Liaison at JetBlue
Sabrina TaylorSabrina Taylor
Customer Support at JetBlueCustomer Support at JetBlue
Silva SebringSilva Sebring
Aviation Experience at JetBlueAviation Experience at JetBlue
Michaella SimoneMichaella Simone
Housemen / EMT at Jericho Fire DepartmentHousemen / EMT at Jericho Fire Department