Hisham Abou-Ayash
San Francisco,CA
Summary
Motivational leader and organizational problem-solver with advanced management and team building skills. Skilled in overseeing complex operations, coordinating resources, and responding to emergencies. Focused on using training, monitoring and morale-building techniques to maximize team engagement and performance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Duty Manager
Swissport
11.2023 - Current
- Manage ground handling services for over 18 international and domestic airlines
- Develop, train, and promote employees
- Create a productive and safe culture
- Mentor team members and track performances
- Enforce standard operating procedures while ensuring all Key Performance Indicators are being met
- Investigate accidents and develop corrective actions plans
- Manage and oversee a large operation encompassing over 70 employees per shift
- Communicate with airlines, airport authority, and passengers regarding any concerns or services requested
Operations Manager
SFO (GAT Airline Ground Support) / (Jetblue, Frontier, and AeroMexico)
08.2023 - 11.2023
- Managed both, above and below the wing levels, for three airline contracts
- Oversaw and managed the training, safety observations, onboarding, and performance evaluation of team members
- Hired and onboarded team members to meet immediate and expected demand
- Established and maintained positive working relationships with community organizations, acting as corporate representative at meetings and events
- Evaluated and enhanced workflow to implement best and safest practices, reduce costs, and increase staff motivation and satisfaction
- Analyzed, compiled, and presented statistical, financial, and production processing reports to senior leadership
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals
- Developed initiatives for process improvement and reviewed and assessed ongoing operations
- Collaborated with subordinate managers to assess needs and optimize activities
- Designed performance metrics to track progress and strategic business goals.
Police Officer Recruit
San Francisco Police Department
05.2023 - 08.2023
- Attend P.O.S.T certified basic academy
- During training, develop awareness and understanding of the functions and responsibilities of Police Officers
- Participate in various training and educational lectures
- Perform duties and tasks assigned by Recruit Training Officers
- Develop a high sense of urgency along with the ability to perform in highly stressful situations.
Operations Manager
SFO (GAT Airline Ground Support) / (Jetblue, Hawaiian, Frontier, AeroMexico, and Alaska Airlines Towing)
06.2022 - 05.2023
- Managed both, above and below the wing levels, for five airline contracts
- (Jetblue, Aeromexico, Frontier, Alaska Towing, and Hawaiian)
- Oversaw and manage the training, safety observations, onboarding, and performance evaluation of over 150 employees
- Hired and onboarded team members to meet immediate and expected demand
- Established and maintained positive working relationships with community organizations, acting as corporate representative at meetings and events
- Evaluated and enhanced workflow to implement best and safest practices, reduce costs, and increase staff motivation and satisfaction
- Analyzed, compiled, and presented statistical, financial, and production processing reports to senior leadership
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals
- Developed initiatives for process improvement and reviewed and assessed ongoing operations
- Collaborated with subordinate managers to assess needs and optimize activities
- Designed performance metrics to track progress and strategic business goals.
General Manager
MSP (GAT Airline Ground Support) / (Alaska Airlines)
02.2022 - 06.2022
- Managed the station in accordance with FAA rules to ensure the safety of the flying public and meet the growing needs of the surrounding communities
- Displayed strong leadership and communication skills
- Ensured hours and costs are in compliance with the allocated budgets
- Performed weekly safety meetings, training orientations, and performance presentations
- Enhanced metrics and performance of the overall station KPIs
- Developed new leaders while motivating all team members
- Zero safety issues, incidents, or accidents.
Operations Manager
SFO (GAT Airline Ground Support) / (Jet Blue, Hawaiian, Aeromexico)
07.2021 - 02.2022
- Collaborate with other managers or staff members to formulate and implement policies, procedures, goals, or objectives
- Promote safe work activities by conducting safety audits, attending company safety meetings, or meeting with individual staff members
- Ensure all employees are in compliance with all the training requirements
- Monitor operations to ensure that staff members comply with administrative policies, procedures, safety rules, and government regulations
- Conduct employee training sessions on various subjects such as Ramp Basic Operations, hazardous material handling, employee orientation, quality improvement, or computer use
- Implement schedule and policy changes
- Implement new tools to the station to increase efficiency.
Operations Manager
RIC (GAT Airline Ground Support) / (Southwest, Jet Blue, Spirit, Sun Country)
01.2021 - 07.2021
- Oversee the organizational activities of four airlines (Southwest, Jet Blue, Spirit, and Sun Country)
- Supervise, hire, and train employees
- Manage quality assurance programs
- Maintain constant communication with management, staff, and vendors to ensure proper operations of the organization
- Ensure operational activities remain on time and within a defined budget
- Track staffing requirements, while hiring new employees as needed
- Lead, motivate, and support large teams within a time-sensitive and demanding environment
- Scheduling and assigning duties in accordance with operational needs
- Work closely with legal and safety departments to make sure activities remain compliant
- Highly trained in conflict management, along with cross training in both, above and below the wing levels.
Customer Service Operations Supervisor
OMA (GAT Airline Ground Support) / (United Airlines)
03.2019 - 01.2021
- Address and resolve customers’ concerns
- Ensure operations are performed in compliance with regulations and policies
- Communicate with station and regional managers to determine improvement plans
- Supervising shifts with more than 17 employees daily
- Monitor employees and evaluate their performance
- Secure and manage gate, ramp, and lobby operations by effective communication with pilots, ramp, and lobby personnel
- Providing excellent customer service skills
- Filing safety and performance reports to management
- Developing new methods and strategies for performance improvement.
Line Service Technician
OMA(Signature Flight Support)
01.2018 - 03.2019
- Provide flight line services
- Help create a welcoming atmosphere for customers
- Adhere to work ethics and privacy guidelines
- Fueling, marshaling, de-icing, anti-icing, and towing of aircrafts
- Handling cargo and freight in a professional manner
- Communicate effectively with customers, coworkers, and supervisors
- Participate in workshops and outreach events
- Restock supplies, materials, and help keep the workplace safe and clean
- Report incidents or events as they occur to management.
Education
B.S. in Aviation Administration -
University of Nebraska at Omaha
Skills
- Excellent written and verbal communication skills
- Proven leadership skills and ability to motivate
- Time management skills
- Attention to detail and accuracy
- Ability to make decisions in crucial cases
- Time Management
- Emergency planning
- Surveillance expert
- Conflict de-escalation
- Counter-terrorism tactics
- Emergency Management
- Cultural Awareness
Certification
- Complaint Resolution Official Certification
- Ground Security Coordinator Certification
- Operations Certification
- Jet Bridge Certification (All types of aircraft)
- Lobby and Gate Operations Certification
- Ramp Operations Certification
Accomplishments
Placement on the Dean’s List for Superior Academic Performance at the University of Nebraska at Omaha Aviation Institute for the Fall Semester 2016, Spring Semester 2017, Fall Semester 2018, Fall Semester 2019, and Spring Semester 2019.
Languages
Arabic
Native/ Bilingual
Timeline
Duty Manager
Swissport
11.2023 - Current
Operations Manager
SFO (GAT Airline Ground Support) / (Jetblue, Frontier, and AeroMexico)
08.2023 - 11.2023
Police Officer Recruit
San Francisco Police Department
05.2023 - 08.2023
Operations Manager
SFO (GAT Airline Ground Support) / (Jetblue, Hawaiian, Frontier, AeroMexico, and Alaska Airlines Towing)
06.2022 - 05.2023
General Manager
MSP (GAT Airline Ground Support) / (Alaska Airlines)
02.2022 - 06.2022
Operations Manager
SFO (GAT Airline Ground Support) / (Jet Blue, Hawaiian, Aeromexico)
07.2021 - 02.2022
Operations Manager
RIC (GAT Airline Ground Support) / (Southwest, Jet Blue, Spirit, Sun Country)
01.2021 - 07.2021
Customer Service Operations Supervisor
OMA (GAT Airline Ground Support) / (United Airlines)
03.2019 - 01.2021
Line Service Technician
OMA(Signature Flight Support)
01.2018 - 03.2019
B.S. in Aviation Administration -
University of Nebraska at Omaha
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