Kenneth T. Lomax
Atlanta,GA
Summary
Innovative Customer Service Supervisor with 29 years of extensive experience in ramp and customer service operations at Hartsfield-Jackson International Airport. Proven ability to implement process changes that enhance operational efficiency. Experienced in diverse roles including Assistant Manager of Command Center, Customer Service Duty Manager, Ramp Duty Manager, Team Leader (Supervisor), Agent in Charge (AIC), Aircraft Load Agent, Baggage Transfer Driver, Customer Service Agent, and Ramp Agent.
Overview
31
31
years of professional experience
Work History
Assistant Manager of Command Center
Southwest Airlines
Atlanta, GA
04.2023 - Current
- Coordinate oversight of Ramp and Customer Service Operations
- Conduct daily briefings to update work groups on performance metrics
- Track daily performance and brief station leadership on key insights
- Lead operations for arriving and departing aircraft
- Manage communication between headquarters and station
- Serve as primary leader during the start and close of daily operations
- Utilize critical thinking skills to resolve problems across multiple work groups
Supervisor (Customer Service)
Southwest Airlines
Atlanta, GA
11.2012 - 04.2023
- Managed daily operational duties of the airport ramp
- Provided strategic consultation to achieve on-time performance
- Developed and motivated ramp crew members, overseeing 40 team members across multiple locations
- Ensured compliance with FAA practices and requirements
- Generated detailed monthly departmental reports for senior management
- Addressed and resolved customer feedback and complaints promptly
Duty Manager (Ramp/Customer Service)
AirTran Airways
Atlanta, GA
11.2007 - 01.2012
- Manage the daily operational duties of the airport ramp
- Provide strategic consultation to assure and achieve on-time performance
- Responsible for the development, motivation, and leadership of ramp crew members
- Responsible for staying current in FAA practices and requirements
- Successfully managed the activities of 40-80 team members in multiple locations
- Provided detailed monthly departmental reports and updates to senior management
- Addressed negative customer feedback immediately
- Resolved customer questions, issues and complaints
Ramp Supervisor
AirTran Airways
Atlanta, GA
11.2006 - 11.2007
- Manage the daily operational duties of the airport ramp
- Provide strategic consultation to assure and achieve on-time performance
- Supervise the loading and unloading of various aircrafts by following FAA safety standards with great attention to detail
- Responsible for the development, motivation, and leadership of a team of 25 ramp employees
- Responsible for staying current in FAA practices and requirements
Ramp/Warehouse Supervisor & Duty Manager
Swissport Cargo Services USA Inc.
Atlanta, GA
01.2006 - 11.2006
- Managed the daily operational duties of the warehouse and airport ramp
- Responsible for the development, motivation, and leadership of a team of 40 ramp employees
- Assured a safe and secure operation for both internal and external customers
- Supervised the loading and unloading of various aircrafts by following FAA safety standards with great attention to detail
- Provided strategic consultation to assure and achieve on-time performance
- Responsible for staying current in FAA practices and requirements
ACS Team & Performance Leader
Delta Air Lines, Inc.
Atlanta, GA
08.2002 - 05.2006
- Managed the daily operational duties of the airport ramp
- Responsible for the development, motivation, and leadership of a team of 80 ramp employees
- Provided leadership and advisement to employees looking for career advancement
- Supervised the daily operational needs of several international carriers
- Assured a safe and secure operation for both internal and external customers
Aircraft Load Agent/Agent In Charge
Delta Air Lines, Inc.
Atlanta, GA
07.1993 - 08.2002
- Responsible for inspecting aircrafts upon arrival and departure for damage
- Loaded and unloaded various aircrafts per FAA safety standards
- Provided strategic consultation to assure and achieve on-time performance
- Motivated and managed the operational duties of 40 ramp employees
Education
Georgia Perimeter College
Georgia State University
Skills
- Customer Service
- Operational Efficiency
- Process Improvement
- Team Leadership
- Command Center Management
- Ramp Operations
- Baggage Handling
- Aircraft Loading
- Customer Service Management
Keyexperiencetraining
- Delta Performance/Team Leader International Operations
- AIC/Delta Ramp
- Preventing Workplace Violence – Manager Guide
- Load Training - Royal Dutch & Air France
- Aircraft Trainer - Cathay Pacific, Japan Airlines, Alitalia Airlines, KL, Lufthansa & Air France
- Incident Analysis
- OSHA Right to Know
- Performance Management – Creating a High Performing Workforce
- Managing People through Change
- Coaching Skills Workshop
- Administrative Action Class
- Emergency Response Training
- Front Line Manager Workshop
- Manual Weight & Balance Training
- Leadership SouthWest Style
- Gold Training
- Temp Supervisor Assignment DAL
- Temp Supervisor Assignment RIC
- Leader of the Quarter (3X)
Skillprofile
Innovative Customer Service Supervisor with 29 years of extensive experience in ramp and customer service operations at Hartsfield-Jackson International Airport. Proven ability to implement process changes that enhance operational efficiency. Experienced in diverse roles including Assistant Manager of Command Center, Customer Service Duty Manager, Ramp Duty Manager, Team Leader (Supervisor), Agent in Charge (AIC), Aircraft Load Agent, Baggage Transfer Driver, Customer Service Agent, and Ramp Agent.
Timeline
Assistant Manager of Command Center
Southwest Airlines
04.2023 - Current
Supervisor (Customer Service)
Southwest Airlines
11.2012 - 04.2023
Duty Manager (Ramp/Customer Service)
AirTran Airways
11.2007 - 01.2012
Ramp Supervisor
AirTran Airways
11.2006 - 11.2007
Ramp/Warehouse Supervisor & Duty Manager
Swissport Cargo Services USA Inc.
01.2006 - 11.2006
ACS Team & Performance Leader
Delta Air Lines, Inc.
08.2002 - 05.2006
Aircraft Load Agent/Agent In Charge
Delta Air Lines, Inc.
07.1993 - 08.2002
Georgia Perimeter College
Georgia State University
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