Mary Franklin
Conroe,TX
Summary
A strong Operations Manager with a proven track record at Air General Inc., bringing 22 years of experience; excelling in team leadership and problem-solving. Enhanced customer satisfaction through effective communication and streamlined processes, while ensuring regulatory compliance. Highly self-motivated and dependable, with the ability to work independently while managing tasks efficiently and meeting deadlines. Equally effective in collaborative environments, contributing to team goals with strong communication and problem-solving skills. Proficient in MS Office, I empowered staff to improve performance outcomes and fostered strong client relationships.
Overview
36
36
years of professional experience
Work History
Operations Manager
Air General Inc.
06.2018 - Current
- Professionally managed 100 plus emails and 30 plus phone interactions per day to resolve customer issues efficiently.
- Maintained accurate records for follow-up and billing purposes.
- Supported operations and administrative tasks.
- Demonstrated strong problem-solving skills under pressure, and consistently upheld a courteous, flexible, and detail-oriented approach.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Proficient in MS Office and Google tools for communication, organization, and data management.
Station Manager
Air General Inc.
09.2003 - 05.2018
- Managed staff schedules for optimal coverage, ensuring excellent customer service and smooth operations.
- Evaluated employee performance regularly, identifying areas for improvement and developing action plans accordingly.
- Ensured regulatory compliance by maintaining accurate records, conducting audits, and addressing issues promptly.
- Led team meetings to communicate updates, reinforce expectations, and foster open communication among staff members.
- Ensured all employees conduct the handling of cargo in accordance with the current 19 CFR and TSA directives.
- Boosted customer satisfaction ratings by consistently delivering high-quality services and resolving complaints in a timely manner.
- Improved station efficiency by implementing new operational strategies and streamlining processes.
- Handled mail operations for Delta Airlines.
- Collaborated with regional management to align station objectives with company goals.
- Dangerous goods trainer for American Airlines, where I traveled to different locations to teach informative classes.
Business Owner
Self-employeed
08.1998 - 04.2010
- Established strong customer relationships through excellent communication and attentive service.
- Managed all administrative operations—including inventory control, payroll, financial recordkeeping, vendor relations, contract negotiations, and full tax preparation and compliance at federal, state, and local levels.
Customer Service Manager
United Parcel Service, UPS
11.1989 - 05.2000
- Processed dangerous goods shipments and re-packaged damaged items in compliance with UPS, DOT, and IATA regulations to ensure safe transport.
- Advised team members and customers on proper hazardous materials documentation and labeling while staying current on shipping regulations and safety procedures.
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Self Motivation
- Time management skills
- Multitasking abilities
- Organizational skills
- Decision-making
- Interpersonal communication
- Client relationships
Awards
I received the Presidents Award while working at Air General Inc. as the Operations Manager. I received this award in 2021 for "embodying the Air General way and going above and beyond for the team, customers, and the company."
Timeline
Operations Manager
Air General Inc.
06.2018 - Current
Station Manager
Air General Inc.
09.2003 - 05.2018
Business Owner
Self-employeed
08.1998 - 04.2010
Customer Service Manager
United Parcel Service, UPS
11.1989 - 05.2000
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