Luis Arce
Chief Of Staff / Airport Operations
Miami,United States
Summary
Knowledgeable and dedicated customer service professional with extensive experience in crisis management and volunteer management. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
38
38
years of professional experience
10
10
years of post-secondary education
Work History
Division Chief (Retired)
Miami Dade Aviation Department
Miami, FL
11.2015 - 03.2018
- Direct supervision and management for up to 200+ fulltime employees and 32 part-time Miami Dade employees
- Direct supervision of the volunteer program consisting of 100 volunteers.
- Directed all operations and management activities of the Miami Dade Aviation Department (MDAD) Terminal Operations Division as well as oversee the overall management of contracts within the Terminal Operations Division.
- Emphasis is placed in the managing of the Federal Inspection Systems (FIS) for Miami International Airport (MIA) where over 20 million travelers are processed per year.
- Directly responsible for the managing of operations in airport contracts that consisted of over 600 employees and having signatory authority for a $27M dollar budget contract.
Interim Division Director
Miami Dade Aviation Department
Miami, FL
02.2012 - 10.2015
- Direct supervision, oversight and management of a $13M dollar division budget.
- Direct supervision of the volunteer program.
- Directly responsible for the operation and management of Miami International Airport’s three Federal Inspection System (FIS) areas servicing up to 20 million passengers per year.
- Directly responsible for the airport’s Lost and Found center collecting over 1,200 lost items per month, equating to an average of 29,000 items returned to customers per year.
- Planning, assigning and reviewing the work of subordinate supervisory, specialized and clerical staff.
- Assist in the development and implementation of divisional policies.
- Make recommendations regarding hiring, discipline and promotion of subordinates.
- Review employee performance reports prepared by subordinates and rate employee performance.
Supervisor of Operations
Miami Dade Aviation Department
Miami, FL
06.1999 - 09.2015
- Sixteen (16) years of responsible managerial experience in the Terminal Operations area of MIA to include three years of Interim Division Director experience.
- Direct supervision of the airport volunteer program.
- Extensive knowledge of Departmental and Federal rules to include all operational aspects of the Federal Inspection Systems, regulations and procedures pertaining to terminal operations at MIA.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Prepared annual budgets with controls to prevent overage
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
Senior Customer Service Agent
Miami Dade Aviation Department
Miami, FL
05.1998 - 05.1999
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Responsible for planning, assigning, reviewing and implementing work procedures for subordinates, Airport Operations Specialist, Airport Operations Agent, Airport Public Service Assistants and clerical employees on an assigned shift engaged in a variety of activities in support of Terminal facilities.
Agent
Miami Dade Aviation Department
Miami, FL
03.1991 - 04.1998
- Performed first line supervision of subordinate staff and operational functions in assigned areas of responsibility within the Miami Dade Airport Terminal complex.
Specialist
Miami Dade Aviation Department
Miami, FL
01.1983 - 02.1991
- Performed operational and patrol work involving a considerable amount of public contact in the terminal on an assigned rotating shift at Miami International Airport.
Education
Bachelor of Science - Public Administration
Barry University
Miami, FL 02.2013 - Current
National Incident Management And Incident Command
FEMA Emergency Management
Miami, FL 02.2010 - 02.2010
Incident Response Training
Transportation Security Administration (TSA)
Miami, FL 02.2008 - 02.2008
Airport Safety & Operations Specialist
American Association of Airports Executives
Miami, FL 07.2001 - 07.2001
Supervisor Workshop
Dun & Bradstreet Business Education
Miami, FL 05.2001 - 05.2001
Academy of Travel & Tourism
Florida International University
Miami, FL 08.2000 - 08.2000
Supervisor Certification Program
Miami Dade County
Miami, FL 01.2000 - 01.2000
Security Crisis Management
U.S. Department of Transportation
Miami, FL 03.1998 - 03.1998
High School Diploma -
Miami Jackson Senior High School
Miami, FL 06.1982 - 06.1982
Skills
Bilingual (English , Spanish)
undefinedTimeline
Division Chief (Retired)
Miami Dade Aviation Department
11.2015 - 03.2018
Bachelor of Science - Public Administration
Barry University
02.2013 - Current
Interim Division Director
Miami Dade Aviation Department
02.2012 - 10.2015
National Incident Management And Incident Command
FEMA Emergency Management
02.2010 - 02.2010
Incident Response Training
Transportation Security Administration (TSA)
02.2008 - 02.2008
Airport Safety & Operations Specialist
American Association of Airports Executives
07.2001 - 07.2001
Supervisor Workshop
Dun & Bradstreet Business Education
05.2001 - 05.2001
Academy of Travel & Tourism
Florida International University
08.2000 - 08.2000
Supervisor Certification Program
Miami Dade County
01.2000 - 01.2000
Supervisor of Operations
Miami Dade Aviation Department
06.1999 - 09.2015
Senior Customer Service Agent
Miami Dade Aviation Department
05.1998 - 05.1999
Security Crisis Management
U.S. Department of Transportation
03.1998 - 03.1998
Agent
Miami Dade Aviation Department
03.1991 - 04.1998
Specialist
Miami Dade Aviation Department
01.1983 - 02.1991
High School Diploma -
Miami Jackson Senior High School
06.1982 - 06.1982
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