John Rock
Bayside,NY
Overview
36
36
years of professional experience
Work History
Senior Manager, Tower (L6-HCC)
American Airlines
Flushing, NY
10.2018 - Current
- Company Overview: Managing LaGuardia Airport from a high level in all operational areas from future scheduling of flight schedules and planning for LaGuardia airport, all staffing in the control centers including budgets, and continued high level relationships with business partners including Port Authority of New York and New Jersey and LaGuardia Gateway Partners (LGP)
- Managing LaGuardia Airport from a high level in all operational areas from future scheduling of flight schedules and planning for LaGuardia airport, all staffing in the control centers including budgets, and continued high level relationships with business partners including Port Authority of New York and New Jersey and LaGuardia Gateway Partners (LGP)
- Maintaining relationships with all entities all the while looking out for the best interests of American Airlines
- Managing LaGuardia Airport from a high level in all operational areas from future scheduling of flight schedules and planning for LaGuardia airport, all staffing in the control centers including budgets, and continued high level relationships with business partners including Port Authority of New York and New Jersey and LaGuardia Gateway Partners (LGP)
Manager on Duty (L5-MOD)
American Airlines
Flushing, NY
12.2015 - 10.2018
- Working as an open time MOD covering all areas operationally including Customer Service, Ramp, and Harmonized Control Center
- I am also serving as a Construction MOD that works closely with Port Authority and LaGuardia Gateway Partners on preparations along with resolution items related to the Construction of the new LaGuardia Airport
Tower Duty Manager (L4)
American Airlines
Flushing, NY
05.2015 - 12.2016
- Managed the daily operation which included gating decisions, scheduling, and coordination with all departments and business partners to provide a seamless customer experience
- Worked in a split operation capacity out of two terminals at LaGuardia and coordinated construction projects in conjunction with the construction of the new LaGuardia
- In addition, I took on the responsibility of Winter Operations Coordinator
CSM (L3)
American Airlines
Flushing, NY
11.2013 - 05.2014
- I managed the daily operations primarily in a below the wing setting with the emphasis for On-Time performance, ground time objective goals, along with zero missed customer bags
- I also attend administratively to internal customer needs and manage a staff ranging 75 to 100 per shift
General Manager
Spirit Airlines
Flushing, NY
04.2013 - 11.2013
- Managed the day-to-day operation for Spirit Airlines which included a staff of 35 customer service representatives along with a business partner for below the wing functions which oversaw another 30 employees
- Average monthly enplanements were 50,000
- Responsible for a yearly budget fluctuated between $9 and $10 million all expenses included
Station Manager
Piedmont Airlines / US Airways Express
Flushing, NY
01.2006 - 01.2013
- Managed the customer service and ground handling operation for the 3rd largest operation in the US Airways Express network peaking at 150 flights daily
- Was directly responsible for 280 Piedmont customer service employees and indirectly responsible for another 230 Piedmont employees who were in other departments such as catering, in-flight and GSE
- Was fiscally responsible for a budget that fluctuated between $10 to $12 million annually
Shift Manager
US Airways
Flushing, NY
01.2002 - 01.2006
- Managed day and evening operations for both customer service and the ramp in a non-disciplinary role with the emphasis for on-time performance and motivating personnel in achieving performance goals
- Responsible for handling VIP movements, ground security issues, charters, and working with the TSA as a liaison
Customer Service Supervisor
US Airways
Flushing, NY
01.1999 - 01.2002
- Responsible for customer service functions at LaGuardia which as a team leader included remedying customer service failures, supervising agents in my assigned area all with an emphasis of on time performance and customer satisfaction
Customer Service Agent
US Air / US Airways
Flushing, NY
01.1989 - 01.1999
- Assisting customers in all areas including ticketing, boarding and baggage all with the emphasis of superior, quality customer service and zero complaint letters
Timeline
Senior Manager, Tower (L6-HCC)
American Airlines
10.2018 - Current
Manager on Duty (L5-MOD)
American Airlines
12.2015 - 10.2018
Tower Duty Manager (L4)
American Airlines
05.2015 - 12.2016
CSM (L3)
American Airlines
11.2013 - 05.2014
General Manager
Spirit Airlines
04.2013 - 11.2013
Station Manager
Piedmont Airlines / US Airways Express
01.2006 - 01.2013
Shift Manager
US Airways
01.2002 - 01.2006
Customer Service Supervisor
US Airways
01.1999 - 01.2002
Customer Service Agent
US Air / US Airways
01.1989 - 01.1999
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