JONATHAN BERKE
Monterey,United States
Summary
Accomplished Manager and Leader with more than Twenty years’ experience in airline operations, security, administration, customer service, human resources and staff training with domestic and internationally branded companies. Systematically developed innovative processes, and established key stakeholder relationships to increase operational effectiveness, security, morale, and the customer experience. Exceptional communication and relationship building skills, serving as a trusted advisor to Executive Teams and Directors while ensuring customer satisfaction, managing production, cost, and enhancing product dependability.
Overview
21
21
years of professional experience
1
1
Certification
Work History
General Manager
GAT, Ground Airline Support
San Francisco, CA
07.2023 - 12.2023
- Organize, coordinate, and control all contract handling services on behalf of the customer, in a safe and efficient manner
- Implement procedures designed to meet all customer targets and service requirements
- Assist local recruitment and hire and develop a highly motivated workforce
- Oversee day to-day operational management of Customer Service and Ramp Service activities for the station including performance, safety, customer service and employee enablement
- Responsible for supporting the execution of operational plans in support of station and company objectives and goals via process management and improvement
- Responsible for development and sustainment of administrative practices that track and support service, safety, financial and employee relations metrics
- Oversight of P&L and budget responsibility
- Partners with business partners and frontline team to assess needs, recommend, implement, coordinate, and evaluate sound operational and business processes
- Directs the customer handling activities and all aspects of the planeside ramp service operations for all ground handling contracts
- Understands the importance of safety, compliance and regulatory standards associated with flight operations
- Establishes relationships through engagement, collaboration, and inclusiveness with business partners, TSA, CBP, Airport Commission and other agencies
- Coordinates closely with local airport authorities and government agencies to ensure organization’s priorities, objectives and concerns are effectively represented
- Directs, manages, and oversees, daily airport operation activities
- Interact with all business partners of ground handling contracts
- Collaborate with business partner management to provide strategic and operational planning as per service level agreements.
Workforce Demand Planning Manager
Worldwide Flight Services
San Francisco, CA
06.2022 - 06.2023
- Assist the regions in translating strategic budgets into tactical and operational rostering and scheduling: Ensure accurate schedules are maintained and SLAs of the various airline customers are met through effective and efficient planning of staff and equipment resources following company guidelines and per applicable Law and legislation of the relevant country
- Ensure that resource requirements are determined in an efficient and economical manner to optimize productivity
- Ensure roster quality to adequately meet forecasted workload demand
- Support business strategic decisions by providing meaningful and accurate data analysis about demand and workforce needs
- Develop staffing plan for local station(s) to deploy
- Assist in contributing to operational profitability through proper efficient planning of resources: Work with individual GMs to embed new processes
- Identify customer schedules in our local operations
- Determination and implementation of effective engagement standards
- Roll out and embed new rosters as needed or requested on basis of Workload Profiles
- Supporting Operational compliance and financial reporting processes: Review and monitor Plans vs Actual while tracking, managing and reporting out
- KPIs.’ Amend and change reporting routines at local stations
- Advise necessary changes to local and / or regional organizations
- Ensure that adequately trained staff are scheduled in order to satisfy the requirements of the various airlines while meeting Safety and Security standards
- Coordinate with Finance leadership on forecasted headcount changes
- Support budgeting and reforecasting activities Analyze, advise and deliver basic necessary data for annual budgets and seasonal forecast processes Use actual data to finetune existing Planning & Scheduling of local stations in the region
- Monitor changes in operations: Flight schedule changes, Commodity mix changes, Customer mix changes and changes in arrival curve behaviors.
Customer Service Manager
American Airlines
San Francisco, CA
10.2021 - 05.2022
- Responsible for providing quality service and achieving superior customer satisfaction
- This is done by resolving customer service and operational problems during tour of duty, working in the operation during peak or irregular periods, spending time in the operation interacting with customers and employees, and preparing customer correspondence
- Implement quality improvement ideas
- Evaluate team performance through corporate quality control measurements, such as observations, feedback, data and customer complaints and compliments
- Responsible for meeting profitability and cost control goals by developing and monitoring budgets and spending, actively seeking cost reduction ideas, and monitoring lost time
- Ensures compliance with all operations (safety/government requirements) during tour of duty Investigates discrepancies and compiles statistical data for compliance purposes
- Coaches and counsels’ personnel and provides guidance to team on customer service and performance issues
- Conduct performance reviews for team members on a regular basis
- Encourages employee teamwork to generate and implement individual and the team’s best ideas
- Overall, oversee and run an effective operation by communicating with managers, peers and team members, both within their immediate department, as well as with other departments and by administering company policies and procedures as well as providing their team with necessary tools, resources and training to meet or exceed all operational performance goal Coordinates the operation including scheduling, hiring, training, inventory.
General Manager
Envoy Air, American Airlines Air Group
Monterey, CA
11.2012 - 10.2021
- Understand contract requirements and customer expectations
- Thorough knowledge base of budgetary
- Plans, directs and coordinates, through subordinate personnel, activities of the airport facility to obtain optimum use of equipment, facilities and personnel
- Develops and directs implementation of marketing programs designed to generate maximum revenues
- Develops and directs service programs to insure optimum product development in Cargo, Reservations, CTO and ATO
- Implements procedures to insure safe and on-time movement of aircraft through the stations
- Consults with airport management to discuss and plan such matters as design and development of local airport facilities
- Confers and cooperates with upper management in formulating administrative and operational policies and procedures
- Analyzes records of daily operations to maintain knowledge of facility activities
- Reviews and analyzes expenditure, financial and operations reports to determine requirements for increasing profits
- Prepares recommendations on findings for upper management evaluation
- Recommends capital expenditures for acquisition of new equipment which would increase efficiency and services
- Approves requisitions for equipment, materials and supplies within limits of facility budget
- Enforces compliance of personnel with administrative policies, procedures, safety rules and governmental regulations
- Provides excellent customer service to customers and high valued loyalty status members for American Airlines.
Ramp/Cargo Manager
Delta Global Servicies
Las Vegas, NV
06.2003 - 09.2012
- Manage the overall coordination of cargo and ramp operations
- Evaluate the work performance of employees to ensure work performance, attendance, and appearance meet company regulations
- Supervise all ramp and fleet personnel to ensure resources are properly assigned and utilized during operations
- Ensure all agents comply with ramp procedures and monitor the handling and operating condition of all ramp equipment and other ground service equipment needed for ramp and cargo services
- Perform special tasks or assignments as delegated by the Station Manager
- Work closely with Operations, Customer Service, Air Freight, and Dispatch to maintain station performance
- Assist in training of agents to ensure awareness of appropriate regulations, procedures, and company policies
- Ensure proper documentation is prepared by staff to maintain compliance with the company guidelines, FAA, DOT, and other regulatory agencies.
Education
Associate of Arts - Management
CCBC Catonsville
01.1992
Skills
- Team Management
- Inventory Control
- Air Freight Experience
- Import/Export Logistics
- Ground Security Coordinator
- Payroll
- Quality Assurance
- Supervising Experience
- Management (10 years)
- Customer Relationship Management (10 years)
- Workforce Planning and Employee Roster Scheduling
- Customer Service (10 years)
- Recruiting
- Mentoring
- Leadership Development
- Safety Management
- Internal Controls
- Internal Audits
- Environmental Coordinator
- Compliance Coordinator
- Management
- Leadership
- Strategic Planning
- Business Development
- Operations Management
- Business Analysis
- Budgeting
- Customer service
- Emergency Response Management
Certification
First Aid/CPR
30 Hour - OSHA General Industry Safety and Health
December 2018 to Present
Timeline
General Manager
GAT, Ground Airline Support
07.2023 - 12.2023
Workforce Demand Planning Manager
Worldwide Flight Services
06.2022 - 06.2023
Customer Service Manager
American Airlines
10.2021 - 05.2022
General Manager
Envoy Air, American Airlines Air Group
11.2012 - 10.2021
Ramp/Cargo Manager
Delta Global Servicies
06.2003 - 09.2012
Associate of Arts - Management
CCBC Catonsville
First Aid/CPR
30 Hour - OSHA General Industry Safety and Health
December 2018 to Present
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