ERNEST HABIMANA
Fort Worth
Summary
Experienced Crew Tracker with over 10 years in the airline industry, looking to transition into a Customer Service Manager role. Skilled in CRM systems, labor union contracts, FAR regulations, and airport/terminal operations. Strong in managing workflows, optimizing team performance, and ensuring smooth operations. Proven ability to build positive relationships with colleagues and customers, drive productivity, and enhance service quality. Ready to bring leadership, communication, and problem-solving skills to improve customer experience and contribute to company success.
Overview
13
13
years of professional experience
Work History
Crew Tracker
American Airlines
03.2024 - Current
- Monitor crew status, including hours worked, shifts, and rest periods, ensuring compliance with airline policies, FAA regulations, labor laws, and union agreements.
- Manage crew disruptions (e.g., sick leave, delays, fatigues) and made schedule adjustments as needed.
- Serve as primary contact for crew and internal teams (dispatch, operations, HR) to communicate schedule changes and operational updates.
- Resolve issues related to crew availability and flight operations, addressing conflicts and unforeseen changes like cancellations.
Media and Technical Director
Lovers Lane United Methodist Church
01.2012 - Current
- Manage audiovisual and technical operations, designing and operating sound and lighting systems to enhance worship services and ensure a seamless experience.
- Coordinate weekly service orders with pastors and led rehearsals with the worship band, ensuring clear communication with band and tech teams while preparing for performances and introducing new music
- Utilize cutting-edge technology to effectively deliver the church's message worldwide
- Built worship presentations on ProPresenter, including announcements, countdowns, and song slides.
Crew Scheduler - Pilot
American Airlines
03.2022 - 03.2024
- Assigning crew members to flights based on operational requirements, FAA regulations (e.g., maximum duty hours, rest periods), and Union agreements.
- Coordinating and adjusting crew schedules to ensure optimal coverage for flights, including handling last-minute changes due to absences, delays, or cancellations.
- Verifying that all crew members hold the necessary qualifications and certifications for their assigned flights.
- Providing exceptional and timely customer service to pilots, ensuring smooth operations.
- Assisting in on-the-job training for new hires, ensuring they are prepared for their roles.
Customer Service Agent CSA
American Airlines
12.2019 - 03.2022
- Greeting passengers, assist with check-in, verify flight details, issue boarding passes, and manage luggage check-in and tagging.
- Responding to customer inquiries about flight schedules, policies, services, and ticket bookings, and resolve issues professionally.
- Assisting passengers with special needs, manage seat assignments, upgrades, seating preferences, oversee boarding, announce at the gate, and verify tickets and IDs.
- Ensuring safety procedures are followed, communicate safety information to passengers, and comply with regulations and security protocols.
- Coordinating with flight crews, ground staff, and departments, and communicate changes or issues impacting passengers.
Fleet Service Clerk
Envoy Air Inc.
01.2015 - 12.2019
- Direct and secure aircraft on the ground, ensuring proper parking and movement.
- Load, unload, and ensure proper handling of baggage and cargo.
- Assist with refueling and restocking aircraft supplies.
- Maintain safety protocols on the ramp to ensure secure operations.
- Operate ground equipment, including tugs and belt loaders, for aircraft servicing.
Education
Bachelor of Science - Aviation Management
Letourneau University Global
Longview, TX05-2027
FAA Aircraft Dispatcher License - Aviation
IFOD - Institute of Flight Operations And Dispatch
Irving, TX06-2018
Associate of Science - Computer Science
Dallas College
Dallas, TX05-2013
High School Diploma -
Conrad High School
Dallas, TX05-2009
Skills
- Organizational Time Skills
- Effective Listening and Communication Techniques
- Bilingual Communication Skills
- Advanced in Microsoft Office Skills
- Analytical Problem Solver
- Cultural and Emotional Intelligence
- Skilled in Customer Engagement
- Leadership and Team Collaboration
- Conflict Resolution Skills
- Results-Focused Problem Solving
- Proficient in Task Management
Languages
Swahili
Native or Bilingual
Kirundi and Kinyarwanda
Native or Bilingual
English
Full Professional
French
Professional Working
Timeline
Crew Tracker
American Airlines
03.2024 - Current
Crew Scheduler - Pilot
American Airlines
03.2022 - 03.2024
Customer Service Agent CSA
American Airlines
12.2019 - 03.2022
Fleet Service Clerk
Envoy Air Inc.
01.2015 - 12.2019
Media and Technical Director
Lovers Lane United Methodist Church
01.2012 - Current
Bachelor of Science - Aviation Management
Letourneau University Global
FAA Aircraft Dispatcher License - Aviation
IFOD - Institute of Flight Operations And Dispatch
Associate of Science - Computer Science
Dallas College
High School Diploma -
Conrad High School
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