Johanna Hernandez
Aurora,CO
Summary
Aviation operations professional with 5 years of experience specializing in ramp operations, gate coordination, and real-time aircraft flow management. Proficient in Aerobahn and air-to-ground communications, with hands-on experience supporting daily flight operations, irregular operations (IROPs), and snow/deicing events.
Committed to safe, efficient, and coordinated aircraft movement.
Overview
5
5
years of professional experience
Work History
Operations & Planning Manager
Menzies Aviation
Denver, CO
07.2024 - Current
- Evaluated flight schedules months in advance to forecast staffing requirements, gate assignments, and operational resources.
- Facilitated direct communication with ramp tower, maintenance teams and flight crews to address operational issues.
- Oversaw real-time ramp activity, identifying potential gate or stand conflicts and coordinating corrective actions with cross-functional teams.
- Managed irregular operations (IROPS) during weather disruptions, snow and deicing events, and staffing or equipment constraints, ensuring safety and operational continuity.
- Oversaw accurate delay coding and operational documentation processes.
- Monitored ramp activity, aircraft positioning, and airport conditions to ensure seamless aircraft movements.
- Facilitated operational coordination and provided guidance to frontline teams during peak traffic periods and high-pressure situations.
- Analyzed trends, bottlenecks, and recurring operational issues to drive process improvements.
- Facilitated training and mentorship for new operations staff on established procedures and tools.
Operations Supervisor
Menzies Aviation
Denver, CO
06.2023 - 07.2024
- Oversaw and enforced compliance with FAA, TSA, and airport regulations to ensure operational integrity.
- Directed ground handling operations for arriving and departing aircraft to optimize efficiency.
- Facilitated interdepartmental communication to ensure seamless operations in a high-pressure environment.
- Executed rapid decision-making processes while managing multiple tasks simultaneously.
- Executed precise delay coding and operational documentation to enhance performance tracking.
- Oversaw prompt response strategies for emergent situations in flight operations and medical crises.
- Managed documentation processes by scanning and systematically organizing essential operational documents.
- Oversaw key performance indicators to enhance continuous improvement initiatives within the team.
- Facilitated ongoing communication with upper management to deliver consistent updates on operational progress and team challenges.
Customer Service Representative
Menzies Aviation
Denver, CO
08.2020 - 06.2023
- Enhanced customer satisfaction through active engagement and refined interpersonal communication skills.
- Managed creation and dissemination of printed itineraries and tickets to ensure seamless travel for passengers.
- Advised clients on proper procedures for completing travel documentation, promoting adherence to compliance standards.
- Developed and maintained employee relationships to enhance team dynamics and improve workplace morale.
- Executed strategic process enhancements aimed at optimizing workflow efficiency and cultivating team growth.
- Assessed customer needs to ensure timely and efficient support delivery.
- Managed customer requests and supplied relevant information to ensure service excellence.
- Engaged in ongoing education and targeted training initiatives to advance career development.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Science -
Community College of Denver
Denver, CO2027
High School Diploma -
Kipp Northeast Denver Leadership Academy
Denver, CO05.2020
Skills
- Aircraft flow management
- Gate and stand assignment coordination
- Real-time operational monitoring and decision-making
- Irregular operations (IROPs) management
- Air-to-ground communication with flight crews
- Operational escalation and issue resolution
- Aerobahn navigation
- Operational dashboards and reporting tools
- Phone and email etiquette
Languages
Spanish
Native or Bilingual
References
References available upon request.
Timeline
Operations & Planning Manager
Menzies Aviation
07.2024 - Current
Operations Supervisor
Menzies Aviation
06.2023 - 07.2024
Customer Service Representative
Menzies Aviation
08.2020 - 06.2023
High School Diploma -
Kipp Northeast Denver Leadership Academy
Associate of Science -
Community College of Denver