MARCIO TEIXEIRA
Farmers Branch,TX
Summary
Dynamic leader and analytical problem solver with a proven track record of strategic thinking and innovation. Excel at orchestrating high-impact business strategies and cultivating relationships, with a keen ability to nurture an engaging and empowering work culture. Proficient in making impactful, independent decisions that promote company success. Dedicated to creating a collaborative environment and championing innovative strategies and creative solutions to complex challenges. Demonstrated expertise in strategic planning and adaptability, as well as creating and sustaining relationships with diverse stakeholders.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Team Lead, Inflight Attendance
American Airlines
05.2022 - Current
- Delivered comprehensive training to more than 30 Crew Attendance Managers on the Flight Attendant Attendance & Performance Policy, offering detailed guidance on adherence and best practices.
- Successfully revamped attendance investigation training, resulting in improved techniques and outcomes.
- Fostered working relationships with APFA, leading to enhanced collaboration and improved collective efforts and outcomes.
- Established relationships with key stakeholders in Inflight Operations to improve collaboration and communication among managers.
- Leveraged absenteeism data and analytics to make informed decisions on departmental goals and strategic initiatives.
- Spearheaded and implemented pattern absenteeism monitoring initiative, which led to 55% reduction in recurring absenteeism patterns among reserve flight attendants initially flagged.
- Led initiative currently in boilermaker aimed at identifying all types of unusual absenteeism patterns among flight attendant workgroup.
- Collaborated with the Reporting & Analytics team to optimize the pattern absenteeism program, facilitating the identification of flight attendants who may utilize sick days to extend their vacation.
- Worked closely with leaders in the Short & Long-Term Leaves team to refine the callout policy for New York Paid Family Leave (NYPFL), leading to a reduction in benefits misuse by approximately 70%.
- Revamped existing Flight Attendant Attendance Policy to align with departmental objectives of reducing lost time by 1% and enhancing accountability.
- Successfully implemented attendance-level letter auditing process, specifically targeting absences recorded to FMLA, to ensure disciplinary accuracy, foster peer accountability, and minimize arbitration risk.
Flight Service Manager, Attendance
American Airlines
09.2021 - 05.2022
- Personally educated over 300 flight attendants on attendance related matters and provided guidance on leaves when applicable while considering any legal and collective bargaining obligations.
- Monitored employee attendance performance and applied discipline to improve Company compliance and reduce operational impact.
- Coached and counseled flight attendants on their attendance performance to affect behavioral change.
- Partnered with local Flight Service Managers to facilitate processes and improve team oversight.
- Successfully represented Company's interests in Dispute Resolutions.
- Remotely supervised DCA and cultivated strong relationships with local Flight Service Managers and APFA representatives.
- Provided mentorship and comprehensive training for new-hire managers.
Flight Service Manager
American Airlines
07.2019 - 09.2021
- Managed team of 163 direct-report flight attendants, providing extensive support and guidance on company policies and procedures.
- Cultivated relationships with workgroup and coached flight attendants on elevating customer experience and improving LTR scores.
- Successfully conducted Inflight Quality Service Reviews and collaborated with various departments to ensure quality service and on-time performance.
- Served as Manager on Duty, providing operational support for IPD flights and during IROPS.
- Successfully handled and monitored employee claims, including performance-based and harassment incidents.
- Developed strategies to effectively conduct performance-based 35R investigations.
- Revamped Crew Service Center processes by integrating technology (Comply365 forms), resulting in enhanced flight attendant experience, reduced workload for office staff, and increased operational efficiency.
Flight Service Duty Manager (Tablet Specialist)
American Airlines
05.2017 - 07.2019
- Liaison of EFB Program in CLT, formally known as Flight Attendant Tablet Program.
- Managed departmental procedures to ensure compliance with company policy and FAA regulation.
- Conducted tablet training sessions for over 200 new-hire flight attendants.
- Provided hands-on assistance and education to over 300 flight attendants during launch of Comply 365.
- Assisted flight attendants with work-related injuries and onboard medical emergencies.
- Conducted investigations involving flight attendant delays and loss of company property.
- Collaborated with Customer Service Managers, Crew Scheduling, and Daily Ops to achieve on-time performance of flights, including Right Start.
- Spearheaded Ramping Program aimed at measuring flight performance, tracking catering trends, and enhancing flight operations.
Flight Attendant
American Airlines
05.2014 - 05.2017
- Responsible for crew and passenger safety and compliance onboard aircraft.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Successfully assisted, communicated, and served passengers from different cultures, languages, and customs.
- Provided assistance to passengers during medical emergencies while in flight.
- Trained on how to deescalate situations and ensure crew and passenger safety.
Owner
Beautiful Horizon Painting
06.2010 - 04.2014
- Acquired, assigned, and managed new accounts.
- Devised, deployed, and monitored processes to boost long-term business success and increase profit levels.
- Hired, trained, and developed team of 6 employees.
- Built relationships with key insiders and clients, resulting in two additional long-term contracts.
- Negotiated prices, terms of sales, and service agreements.
- Increased business cash flow and profits by 35% year over year.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
Education
Bachelor of Science - Criminal Justice
Southern New Hampshire University
Manchester, NH11.2023
Skills
- Adaptability
- Analytical Skills
- Business Management
- Creative Problem Solving
- Cross-team Collaboration
- Leadership
- Presentations
- Project Management
- Relationship Building
- Strategic Thinking
- Teamwork
- Microsoft Office tools
Certification
Google Project Management: Professional Certificate
Languages
Portuguese
Native or Bilingual
Spanish
Professional Working
Timeline
Team Lead, Inflight Attendance
American Airlines
05.2022 - Current
Flight Service Manager, Attendance
American Airlines
09.2021 - 05.2022
Flight Service Manager
American Airlines
07.2019 - 09.2021
Flight Service Duty Manager (Tablet Specialist)
American Airlines
05.2017 - 07.2019
Flight Attendant
American Airlines
05.2014 - 05.2017
Owner
Beautiful Horizon Painting
06.2010 - 04.2014
Bachelor of Science - Criminal Justice
Southern New Hampshire University