Summary
Work History
Education
Skills
Timeline
BusinessDevelopmentManager

KAORU M. DESAI

Houston,TX

Summary

Talented Manager with expert team leadership, planning, and organizational skills built during a successful career. Smoothly equip employees to handle daily functions and meet customer needs independently. Diligent trainer and mentor with exceptional management abilities and a results-driven approach. Proven to meet productivity, business, and customer service objectives consistently. Skillfully works with all employees to enhance performance and improve day-to-day processes. Diplomatic in resolving internal and Customer issues to maximize satisfaction.

Work History

Supervisor - Airport Operations

United Airlines
08.2022 - Current
  • Focus on leading and developing skills of front-line co-workers to deliver consistent and excellent customer service and quality products in accordance with Company guidelines
  • Responsible for zone performance and team.
  • Meet with both leads and front-line team daily to improve performance and resolve any concerns.
  • Set expectations with front-line co-workers and gain their dedication to perform at their best.
  • Identify issues and engage in structured problem-solving to assist front-line co-workers in accomplishing work
  • Conduct trend analyses, review turn compliance index statistics, and take actions to address items not on track – lead performance dialogues with front-line co-workers to review metrics, performance boards, and issues boards
  • Develop and implement standard work and continuous improvement processes
  • Set expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and product
  • Develop skills of front-line co-workers by coaching on performance, as it relates to customer service and products
  • Provide technical mentorship and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security, and service are delivered consistently
  • Identify, address, and issue appropriate and timely corrective action in accordance with working together guidelines
  • Conduct “routine” investigations, as appropriate, into performance, safety (damages and injuries) complaints, and other work issues
  • Confront and address inappropriate behavior and performance issues with specific feedback
  • Complete all mandated regulatory and Company required documentation of activities
  • Attend division/unit/group meetings
  • Evaluated employee performance and coached and trained to improve weak areas

MANAGER - STATION OPERATIONS CONTROL - MOVE TEAM

United Airlines
07.2019 - 07.2022
  • Provide operational leadership and oversight of work area and front-line employees.
  • Serve as subject matter expert on safety, service, and procedures
  • Focus on leading and developing skills of front-line employees to deliver consistent and excellent customer service to deliver quality products following Company guidelines.
  • Ensure consistency in operational service and product delivery
  • Improved safety standards YOY with no damages or safety issues for over two years.
  • Improved our aircraft walk-around process by providing rechargeable flashlights and making it mandatory to utilize dust to dawn.
  • Installed multiple charging units and replaced all gas-powered tugs with electric.
  • Have brought more awareness on improving SFO customer metrics by ensuring on-time aircraft delivery, and plugging in power/air on all deliveries to enhance customer's onboard experience.
  • Engage with front-line employees to review metrics and gain commitment to help achieve goals
  • Support standard work and continuous improvement processes
  • Set expectations with front-line employees and gain their commitment to act per Company guidelines and union agreements
  • Subject matter expert on safety, service, and procedures
  • Monitor team and work area performance, taking action as necessary to ensure operational goals are met daily.
  • Assess and delegate appropriate work assignments to front-line employees
  • Installed EIDS in our break rooms to keep our front-line informed on safety, department, and company information.
  • Provide front-line employees with regular coaching, feedback, and recognition as appropriate
  • Identify issues and engage in structured problem-solving to assist front-line employees in accomplishing work.
  • Conduct investigations as appropriate into performance, safety (damages and injuries), complaints, and other work issues
  • Provide technical guidance and interpret company guidelines and procedures and union agreements to assist front-line employees in performing functional tasks and ensure that safety, security, and service are delivered consistently.
  • Work with our business partners and other departments to define and address performance impacting shared goals and service delivery to United customers
  • Maximized performance by monitoring daily activities and mentoring team members
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
  • Developed and maintained relationships with customers and suppliers through account development

GENERAL MANAGER

McGee Air Services
08.2018 - 06.2019
  • Manage flight activities for Alaska Airlines
  • Ad several months with no controllable delays and meet all metrics
  • Conduct aircraft audits, station audits, and behavior audits
  • Communicate and instill safety awareness in all employees, including new hires
  • Work in conjunction with Customer to determine staffing requirements
  • Oversee recruiting and placement efforts to ensure staffing levels meet requirements and exercise the best possible effort to follow any instructions provided by Customer or their designee regarding standards, procedures, and practices
  • Ensure compliance with all regulatory agencies
  • Investigate, report, and implement corrective action for any incident of aircraft damage or employee injury and conduct/participate in employee coaching and counseling as necessary
  • Oversee any disciplinary action resulting from or potentially leading to termination to ensure proper documentation and consistent application of policies
  • Coordinate purchases for operational necessities and ensure adequate supplies are available to meet customer standards
  • Review final payroll and daily hours to ensure salaries and wages remain within budgetary restraints
  • Monitor the impact of operational irregularities on such costs and ensure out of scope is documented and approved accordingly
  • Conduct weekly Lead/Supervisor meetings, daily briefings with GSE mechanic for equipment updates and timely repair, participate in employee shift briefings and customer shift briefings or team meetings as required
  • Observe and ensure full compliance with uniform and appearance guidelines and inspect facility daily, including supply rooms, storage rooms, storage, break rooms, and office areas
  • Review all daily, weekly, and monthly operational reports to ensure proper dissemination, including but not limited to shift reports, disciplinary actions, incident reports, safety meeting minutes, monthly summary reports, employee evaluations, work orders, or any other local reporting medium
  • Administer station operational plans such as deicing, FOD, safety, winter operation, and baggage plans
  • Attend all local airport tenant, security, and safety meetings
  • Ability to develop and mentor supervisors, leads, and aspiring team members to grow their careers

GENERAL MANAGER

GAT Airline Support
09.2017 - 07.2018
  • Conduct monthly safety meetings for all employees (without exception)
  • Responsible for managing five carrier contracts
  • Conducted flight audits, station audits, and "at-risk" behavior audits
  • Participated in monthly company safety conference calls
  • Oversaw recruiting and placement efforts to ensure staffing levels meet requirements and exercise best possible effort to follow any instructions provided by Customer or their designee regarding standards, procedures, and practices
  • Ensure compliance with all regulatory agencies, including FAA, OSHA, EPA, US Dept
  • Of Labor and EEOC
  • Investigate, report, and implement corrective action for any incident of aircraft damage or employee injury and conduct/participate in employee coaching and counseling as necessary
  • Purchased operational necessities to ensure employees had all tools to run operation
  • Reviewed final payroll and daily hours to ensure salaries and wages remain within budgetary restraints
  • Conducted weekly Lead/Supervisor meetings, daily briefings with GSE mechanic for equipment updates and timely repair, participated in employee shift briefings and customer shift briefings or team meetings as required
  • Reviewed all daily, weekly, and monthly operational reports to ensure proper dissemination, including but not limited to shift reports, disciplinary actions, incident reports, safety meeting minutes, monthly summary reports, pay change notices, employee evaluations, work orders, or any other local reporting medium
  • Completed personnel evaluations on supervisors, administrative assistants, and GSE mechanics
  • Liaise with all customer service, airport, USPS, and our Customer
  • Performed routine visits to various authorities to discuss issues and concerns
  • Attend all local airport tenant, security, and safety meetings.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems

STATION MANAGER

Hawaiian Airlines
08.2016 - 08.2017
  • Orchestrate and directly oversees the daily operation, ensuring that service exceeds the standard
  • I have implemented a strong customer service focus at the ticket counter, baggage service, and gate
  • We are ensuring that we are taking care of the customers and their baggage
  • Planned and managed all administrative aspects (employee scheduling, station invoicing, etc.) of station operations in coordination with the Administration Manager
  • Support internal customers and vendors and serve as the escalation point of contact in matters requiring intervention to ensure service standards are met
  • Coach and manage others; To include actively communicating goals and objectives for company/department
  • Ensure safe and efficient operations
  • Serve as company liaison between DOT, TSA, and other government and community organizations
  • I Conducted weekly meetings with ramp business partners to meet Hawaiian Airlines/SLA standards.

STATION MANAGER

DELTA Air Lines
07.2007 - 06.2016
  • Improved employee survey scores for three stations from the bottom 25% to top 10% in the system.
  • Have not incurred any safety issues in all my stations.
  • Reduced OJI rates in all my stations to 0.
  • Administered $ 8 mil per year budget and under budget every year.
  • Represented the company at personnel-related hearings and investigations.
  • Improved customer service score (NPS) by engaging with customers and implementing feedback
  • Briefed our customer service agents to greet customers before they get to the counter, making sure gate agents thank our customers for flying with us
  • Trained and monitored baggage hygiene with agents to minimize inline system issues
  • Streamlined check-in process to make sure that all bags are loaded on aircraft to meet Monthly baggage KPI goal
  • Met with TSA and airport managers to improve the process at the checkpoint
  • Brought in summer help to manage checkpoint line and tub return
  • Improved mail handling process by adding mail runners and streamlined cargo operations
  • Met or exceeded Mail and NFD KPI month over month
  • Met with ramp business partner every week to ensure the business partner is meeting the highest standards of Delta Air Lines and our customers
  • Reviewed BP staffing levels and requested corrective actions on any issues
  • Employees, making sure all employees are up to date and current with changes to policy, new initiatives, and products
  • Managed daily operational activity, including strict goal attainment process improvement with results-oriented corrective action
  • Improved Employee survey score by over 15%YOY
  • Responsible for conducting job fairs, interviewing and hiring ramp and customer service team members, and Operation Service Managers at various locations.

Education

Mini MBA - Business Administration, And Management

SUNY At Buffalo
02.2021

Skills

  • Effective communication
  • Work Planning
  • Transportation Management
  • Staff Scheduling
  • Airline Operations
  • Attention to Detail
  • Team building
  • Planning and Coordination
  • Multitasking Abilities
  • Strategy development
  • Operating Procedures

Timeline

Supervisor - Airport Operations

United Airlines
08.2022 - Current

MANAGER - STATION OPERATIONS CONTROL - MOVE TEAM

United Airlines
07.2019 - 07.2022

GENERAL MANAGER

McGee Air Services
08.2018 - 06.2019

GENERAL MANAGER

GAT Airline Support
09.2017 - 07.2018

STATION MANAGER

Hawaiian Airlines
08.2016 - 08.2017

STATION MANAGER

DELTA Air Lines
07.2007 - 06.2016

Mini MBA - Business Administration, And Management

SUNY At Buffalo

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KAORU M. DESAI