HOWARD MOON

Experienced influential leader with an MBA and more than 20 years’ experience in customer service, workforce management, call centers, transportation and healthcare services. Expert in managing large-scale operations, workforce allocation, and staffing strategies, directly impacting the performance of 2,500+ employees and ensuring the successful handling of 40,000+ daily customer interactions. Skilled in optimizing operations for large hubs with significant inbound and outbound flight activity, managing multimillion-dollar budgets and achieving on-time performance. Extensive experience in quality assurance, KPI analysis, collective bargaining, and innovative staffing solutions. Effective at optimizing operational efficiency and implementing technology to drive customer satisfaction. Experienced in deploying call center systems (NICE CXone, Avaya, Nortel), CRM tools (Salesforce, Insightly), and specialized airline platforms (Sabre, Qik, AFOS, Car Res). Skilled in forecasting, data-driven decision-making, fostering cross-functional collaboration, and achieving exceptional organizational outcomes.

• Played a pivotal role in developing and implementing the highly successful Philadelphia Hub American Airlines VTO (Voluntary Time Off) Program, which resulted in savings exceeding $1,200,000, reduced Customer CARE Overtime by 95% and achieved a competitive ranking of number 1 among American Airlines Hubs and Gateways.
• Achieved significant on-time performance improvements, minimizing delays through coordinated staffing strategies.
• Consistently exceeded KPI targets, including 82% NPS, 88% FCR, and 90% CSR.
• Increased DRBA annual revenue by 283% while reducing operational costs by 40%.
• Distinguished as one of American Airlines’ future leaders and successfully completed the American Airlines Harvard Right Start Leadership Program.
• Instrumental in reducing American Airlines overtime spending by a million dollars annually.
• Created and implemented daily Staffing AYR (Are You Ready) Huddle cross functional meetings with Ramp Allocators, ABR Managers, Bag Room Managers, Catering Managers, and MODs (Managers On Duty), fostering collaboration, collective leadership and solutions to improve operational efficiencies.
• Member of the DRBA executive and strategic planning team, holding the position of Strategic Planning Communications Task Force Co-Chairman.

• Experienced Contact Center/WFO Tools (NICE CXone, Avaya, Nortel), CRM tools (Salesforce, Insightly)
• Proficient in GSRT Realtime, Workbrain, KRONOS, APS, Tableau, Power Bi, and ROVR
• Skilled in using SharePoint and Bidding Hub
• Proficient in Microsoft Office Suite, including MS Teams, Outlook, Excel, Word, and PowerPoint

• Driving Organizational Performance – Harvard University, JFK School of Government
• The Effective Negotiating Certification Program – KARRASS
• Developing Powerful Employee Orientation Programs, Coaching and Team building for Managers – AMA
• Strategic Planning for Senior Call Center Managers – International Customer Management Institute
• American Airlines RIGHT START Leadership Program – Harvard University