Lawrence Zhang
Great Neck,NY
Summary
professional with experience driving commercial performance, contract renewals, and customer loyalty for global carriers at JFK. Account lead for China Southern (CZ) and Xiamen Airlines (MF) managing programs exceeding 120,000 kg daily throughput. Skilled in value-based selling, CRM governance, KPI/SLA optimization, and cross-functional strategy that converts operational execution into measurable ROI. Experienced leading teams of 60–425+ and engaging executive stakeholders to advance long-term partnerships aligned with United Airlines’ customer-first culture. Strategic Aviation & Airport Operations Leader with 20+ years of global experience spanning airline operations, cargo logistics, passenger services, regulatory compliance, and FAA-certified flight instruction. Proven ability to align operational execution with commercial performance while maintaining the highest standards of safety and regulatory adherence.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Account Manager
ALLIANCE GROUND INTERNATIONAL, Building 21, JFK AIRPORT
Jamaica, NY
11.2025 - Current
- Lead commercial and operational oversight for two major international carriers, managing 120,000+ kg daily cargo throughput.
- Own KPI and SLA performance across import/export, breakdown, build-up, customs coordination, and truck dispatch.
- Serve as primary executive liaison between airline headquarters, sales leadership, warehouse, OCC, and ramp operations.
- Drive revenue protection initiatives through improved AWB accuracy, ULD control, inventory audits, and freight cost monitoring.
- Spearhead IROPs response strategy during weather disruptions and capacity constraints to maintain service integrity.
- Implement structured performance reporting (weekly/monthly dashboards) to strengthen transparency and carrier confidence.
- Resolve high-value cargo escalations and claims while preserving long-term commercial relationships.
- Support contract renewal positioning through measurable service-level improvements and performance analytics.
Patient Service Representative
Lenox Hill Radiology
Flushing, NY
10.2024 - Current
- Greet an average of 100+ patients daily,
ensuring a welcoming and efficient front desk experience. Familiarity with CPT &ICD-10 Codes Schedule and confirm appointments for radiology services (MRI,CT, X-ray, etc.) using RIS systems. - Verify insurance coverage and obtain pre-authorizations,
maintaining accuracy to avoid claim denials. Handle patient
inquiries, billing issues, and medical record requests in compliance with HIPAA regulations. - Coordinate with technologists and medical staff to maintain smooth
patient flow and minimize wait time
Gateway Control Supervisor
DHL Express
Jamaica, NY
11.2021 - 07.2024
- Ensured all gateway and recovery operations aligned with DHL global standards, customer service commitments, and applicable government regulations.
- Maintained compliance with international import/export regulations, customs procedures, duties, and tariff requirements across multiple trade lanes.
- Collaborated closely with Sales Management to support revenue growth initiatives and strategic customer retention efforts.
- Provided operational insights and advisory support on customer activity, contributing to commercial performance and service enhancements.
- Actively supported customer engagement strategies, working toward defined customer contact and service performance targets.
- Supervised cross-functional operational teams, responsible for hiring, coaching, training, and performance development of subordinate staff.
- Directed real-time cargo recovery operations across multiple international carriers and global gateways.
- Oversaw ULD governance (PMC, AKE, containers), cross-bond movements, and high-value freight monitoring.
- Strengthened freight cost monitoring processes and implemented structured reporting to improve financial accountability and performance visibility.
- Led operational response during IROPs, minimizing service disruption and protecting customer commitments.
Duty Supervisor
Air China Limited
Jamaica, NY
10.2016 - 08.2021
- Oversaw end-to-end flight operations across all operational functions including flight movement coordination, load control validation, and weight & balance compliance.
- Coordinated with airport authorities and regional stations during flight diversions to ensure operational continuity and passenger safety.
- Ensured Ground Handling Agents (GHA) complied with Air China operational standards, regulatory requirements, and service-level agreements both above and below the wing.
- Conducted ramp safety audits covering aircraft turnaround procedures, baggage handling, cargo loading, and equipment positioning.
- Monitored load planning accuracy to ensure aircraft weight and balance integrity in accordance with airline and civil aviation regulations.
- Acted as liaison between flight crew, dispatch, station management, and ground handlers to maintain on-time performance (OTP) targets.
- Enforced strict safety and compliance protocols aligned with airline operational control and international aviation standards.
- Investigated irregularities and service deviations, implementing corrective action plans to prevent recurrence.
Account Manager
Swissport International Inc, JFK Airport
Jamaica, NY
09.2016 - 12.2018
- Directed passenger service operations for Hainan Airlines (HU), ensuring compliance with airline standards, regulatory requirements, and service-level agreements.
- Acted as primary liaison between airline leadership and ground service providers to maintain operational performance and customer satisfaction.
- Oversaw above- and below-wing service coordination including check-in, boarding, gate management, baggage handling, and aircraft turnaround support.
- Monitored on-time performance (OTP), service delivery metrics, and regulatory adherence.
- Supported airline commercial objectives through operational reliability and service quality improvement initiatives.
Passenger Service Supervisor
Swissport International Inc, JFK Airport
Jamaica, NY
01.2016 - 09.2016
- Supervised daily passenger operations both above and below the wing, ensuring strict compliance alignment between airline policies and service agent execution.
- Managed workforce scheduling, payroll administration, and manpower planning to support flight schedules and seasonal demand.
- Delivered structured training programs and operational updates on airline rules, safety standards, and regulatory compliance.
- Coordinated directly with flight crew, OCC, and ground handlers to ensure seamless flight departures and arrivals.
- Conducted operational audits to maintain safety, service integrity, and brand standards.
Logistics Manager
Oconca Logistics
Jamaica, NY
10.2004 - 11.2016
- Managed Air Department import and export shipments, ensuring timely movement, customs compliance, and accurate documentation processing.
- Oversaw regional air and ocean import/export operations across multiple trade lanes.
- Coordinated with airlines, steamship lines, trucking partners, and customs brokers to maintain supply chain continuity.
- Provided management-level support for end-to-end supply chain and logistics requirements, including routing optimization and cost control.
- Ensured regulatory compliance with international trade regulations, duties, tariffs, and documentation standards.
- Resolved shipment discrepancies, delays, and clearance issues to protect client service commitments.
- Monitored shipment KPIs, transit times, and vendor performance to enhance operational efficiency.
Education
No Degree - Architectural Engineering
Queensborough Community College
Oakland Gardens, NY06-2001
High School Diploma -
Fort Hamilton High School
Brooklyn, NY05-1999
Skills
- IATA Certified Jet-Bridge Trainer / Operator Certified to operate passenger boarding bridges (Jetway) for various aircraft types including Boeing and Airbus fleets
- Conducted hands-on and classroom training for jet-bridge agents, ensuring operational safety and aircraft docking compliance
- Ensured adherence to safety protocols during aircraft arrival and departure procedures
- Provided recurrent training and performance evaluations for ramp and gate agents
- Bilingual Communication (English / Mandarin / Cantonese)
Accomplishments
- Training - Designed and executed one-month training program for company sales team, increasing employee productivity and product knowledge.
- MS Excel - Prepared and formatted financial project reports, budget spreadsheets and expense reports for monthly review.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
- FAA Certified Flight Instructor (CFI)
- IATA Certified Jet-Bridge Trainer / Operator
- IATA Dangerous Goods (current)
- TSA Security Threat Assessment (active)
- CPR Certified
Languages
English
Native or Bilingual
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Account Manager
ALLIANCE GROUND INTERNATIONAL, Building 21, JFK AIRPORT
11.2025 - Current
Patient Service Representative
Lenox Hill Radiology
10.2024 - Current
Gateway Control Supervisor
DHL Express
11.2021 - 07.2024
Duty Supervisor
Air China Limited
10.2016 - 08.2021
Account Manager
Swissport International Inc, JFK Airport
09.2016 - 12.2018
Passenger Service Supervisor
Swissport International Inc, JFK Airport
01.2016 - 09.2016
Logistics Manager
Oconca Logistics
10.2004 - 11.2016
No Degree - Architectural Engineering
Queensborough Community College
High School Diploma -
Fort Hamilton High School