Matt Mac Fawn
Las Vegas,NV
Summary
Skilled team leader and analytical thinker driven to build business revenue and increase efficiency with forward-thinking plans. Knowledgeable about business operations and administrative needs. Adept at multitasking in fast-paced environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assistant Manager Ramp
Southwest Airlines
Las Vegas, Nevada
02.2025 - Current
- Developed and implemented operational policies and procedures to ensure efficient business operations.
- Established, maintained, and enforced organizational standards of performance, quality, and safety compliance.
- Collaborated with other managers across the organization to develop strategies that support overall company objectives.
- Conducted regular audits of employee performance and provided feedback on areas of improvement.
- Resolved conflicts among team members by mediating disputes and proposing solutions that both parties could agree upon.
- Identified opportunities for process improvement initiatives through analysis of current processes and procedures.
- Evaluated workplace environment and equipment to identify potential hazards.
- Monitored employee performance to ensure safe working practices are followed.
- Built and maintained relationships with TWU representatives and agents to ensure a collaborative working environment.
- Guide and lead team members using SWA (Southwest Airlines) talent management practices to coach, develop and engage employees
- Adhere to Company values and competencies to foster a culture of inclusion, recognition, and support of a safe work environment
- Invest in leadership and self-growth through participating in continuous learning and development.
- Monitor staffing in all areas and verify that overtime is used properly
- Skilled in understanding the implications of new information for both current and future problem-solving and decision-making
Customer Service Supervisor
Southwest Airlines
Las Vegas, NV
04.2023 - 02.2025
- Established positive rapport with customers, managers, ramp and customer service team members to maintain positive and successful work environment.
- Worked in command center directly with ramp, maintenance, operation agents, MCC as well as the NOC to ensure consistent communication.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Answered phone calls and responded to questions and concerns.
- Trained staff on systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Evaluated employee job performance and motivated staff to improve productivity.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Managed communication project to ensure clear and consistent information to all teams.
- Assisted peers with day to day operational needs in order to provide a consistent workflow.
- Proactively assigned agents during the day to meet immediate operational needs and determines overtime as needed.
Operations Agent
Southwest Airlines
Las Vegas, NV
12.2022 - 04.2023
- Maintained operations compliance with FAA, TSA and airport regulations.
- Helped customers with special needs to board and disembark from aircraft.
- Protected team members and other staff from harm with diligent enforcement of safety and security measures.
- Managed weight and balance of the aircraft and Customer boarding.
- Provided friendly service to and maintains positive relationships with all internal and external Customers
- Responsible for providing legendary Customer Service to people boarding the aircraft by coordinating Ramp, Operations, Provisioning and servicing aircraft to ensure on-time departures and quick turnarounds and to make up time on delayed flights
- Coordinates loading and unloading of aircraft by monitoring ramp activities
- Responsible for ground security and assuring operations follow security procedures
Service Operations Manager
Hot Tub Liquidators
Henderson, NV
06.2020 - 12.2022
- Created employee work schedules and efficiently routed service calls
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Delegated work to staff, setting priorities and goals.
- Remained professional in stressful circumstances, as well as effectively diffusing situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Identified business issues, creating customized solutions for individual problems.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Created written estimates and obtained customer consent to proceed.
- Negotiated favorable contracts and determined lowest possible cost, factoring in quality and reliability, by analyzing data.
- Managed service department and investigated and resolved discrepancies.
- Analyzed variable data for operations to determine areas for improvement, increased efficiency and potential cost savings.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Developed and optimized processes to improve productivity, product quality and product consistency.
SALES MANAGER /Service Technician
Thompson Pools
Las Vegas, NV
06.2018 - 06.2020
- Inspected premises to determine customers' needs and write up preliminary estimates.
- Maintained clean, organized and professional service vehicle.
- Obtained consistent word-of-mouth referrals by fully satisfying customers with expert service.
- Closed new service contracts by demonstrating benefits to customers.
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
- Inspected pool equipment for proper functioning of pumps, filters and control equipment.
- Cleaned swimming pools and tested water to pinpoint chemical supplements needed for optimum water chemistry and sustained cleanliness.
- Vacuumed, brushed and cleaned pools to maintain proper functionality and pH.
- Repaired and installed motors, vacuums and filters, replacing parts approaching failure point after consulting customers.
- Documented work performed for specific customers for accurate billing and follow-up support.
- Inspected, cleaned and maintained company vehicles, cleaning and servicing equipment and work areas.
- Assisted with new employee training by educating staff on policies and procedures.
SERVICE SPECIALIST
Ecolab
Las Vegas, NV
11.2016 - 06.2018
- Followed all company protocols when applying pesticides on the inside and outside of structures.
- Maintained knowledge and adhered to state rules and regulations.
- Met with customers at places of business to check on pest and rodent situations.
- Strictly adhered to all safety procedures when applying pesticides to reduce exposure to people and animals.
- Mixed chemicals based on property and climate conditions to deliver optimal elimination and prevention efficiency.
- Utilized appropriate protective gear and equipment during application.
- Identified infestations and isolated sources with physical inspections of premises.
- Set mechanical traps, baits and glue boards to remove pests from interior areas.
- Determined which method of elimination would be the most effective depending upon the type of pest and degree of infestation.
- Explained and reviewed service agreements with customers to cultivate understanding and customer satisfaction.
- Attended workshops and seminars hosted by employer to keep current on methods regarding pest control.
- Completed average of 130 pest control accounts monthly.
- Monitored workflow and schedules to ensure timely and accurate services.
Service Technician
AG Spas
Las Vegas, NV
02.2016 - 11.2016
- Identify, diagnose and resolve operational, manufacturing and maintenance problems within deadlines.
- Convey a positive and appropriate manner towards customers.
- Maintain a neat and organized work environment.
- Provide water balancing, cleaning services as needed.
- Troubleshoot and test plumbing; assemble, install and repair pumps, pipes fittings and fixtures, inspect completed work.
- Traveled to a customer's home on pre-set appointment using company vehicle.
- Logged services performed in service ticket system accurately.
- Engaged with customers to deliver outstanding customer services and secure repeat business.
- Completed scheduled appointments on time to drive quality service.
MANAGER/LEAD TECHNICIAN
Hot Tub Liquidators
Henderson, NV
09.2013 - 02.2016
- Effectively lead, coached and develop a team to accomplish operational objectives.
- Identify, diagnose and resolve operational, manufacturing and maintenance problems within deadlines.
- Plan work flow, manage multiple priorities and meet daily production targets while consistently reducing downtime.
- Develop new procedures and processes to improve production accuracy.
- Maximize effectiveness of production team, equipment and materials to produce multi-line products within planned schedules while reducing costs.
- Manage scheduling of shipping dates for all incoming orders.
- Oversaw daily operations, including prioritizing and delegating tasks and assignments and implementing strategies to optimize workflows.
- Managed quality control and maintained high level of customer satisfaction.
- Repaired, upgraded and inspected electronic, electrical and mechanical systems.
- Fostered relationships with internal and external customers.
Warehouse Associate
Quality Customer Distribution
Henderson, NV
01.2012 - 09.2013
- Packed and labeled merchandise to prepare for loading and shipment to customers.
- Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.
- Moved boxes, containers and pallets with special-purpose equipment to meet demanding production targets.
- Organized warehouse design to maximize space for stock while allowing for high volume traffic zones.
- Used pallet jacks to move items to and from warehouse locations.
- Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities.
- Received deliveries, scanned packages and updated orders in internal database.
- Unloaded incoming products off trucks, sorted items in staging area and transported items to final storage locations.
- Arranged items on store racks and shelves, checking correct location.
- Examined packages and goods for damage and notified vendors of replacement needs.
- Rotated goods in inventory by following “first in, first out” approach to keep shelves organized and well-stocked.
- Navigated powered lift trucks safely to move items throughout warehouse and reduce injury risk.
Barista
Starbucks
Henderson, NV
11.2007 - 01.2012
- Team-Player with excellent communication skills.
- Great hand skills and quick learner.
- Knowledge of the company, beverages, and products.
- Operated cash register, collected payments and provided accurate change.
- Prepared and served hot and cold beverages such as coffee, espresso drinks, blended coffees and teas.
- Maintained calm demeanor during high-volume periods and special events.
- Maintained clean and organized workspace, enabling coworkers to locate resources and product.
- Memorized official and off-menu coffee and tea preparations.
- Described menu items to customers and suggested products based on stated preferences.
- Maintained highest standards of conduct and service to support company reputation.
- Managed inventory by establishing and adjusting ordering parameters, accurate forecasting and monitoring waste.
Education
SLII - Leadership Developement
Southwest Airlines University
Dallas, TX10.2023
Crucial Conversations - Communication
Southeast Airlines University
Dallas, TX07.2023
HIGH SCHOOL DIPLOMA -
FOOTHILL HIGH SCOOL
06.2009
Skills
- Customer relations
- Positive and Constructive Feedback
- Performance Management
- Training and coaching
- Contract development and management
- Complex Problem Solving
- Microsoft Office
- Business development
- Project management
- Leadership
- Reliable and trustworthy
- Delegating Work
- Time Management
- Problem-Solving
- Verbal and Written Communication
Accomplishments
- Southwest Star Quarter 3 2023
Certification
- Crucial Conversation
- SLII
Projects
- Connections Flow Chart
- Formula 1 Traffic Communication 2023/2024
- Bi-Weekly Communication Emails
- Daily Average Ramp Agent Call Out Tracker
- LAS Leadership Development
- Gate Readiness Quick Reference Card
Timeline
Assistant Manager Ramp
Southwest Airlines
02.2025 - Current
Customer Service Supervisor
Southwest Airlines
04.2023 - 02.2025
Operations Agent
Southwest Airlines
12.2022 - 04.2023
Service Operations Manager
Hot Tub Liquidators
06.2020 - 12.2022
SALES MANAGER /Service Technician
Thompson Pools
06.2018 - 06.2020
SERVICE SPECIALIST
Ecolab
11.2016 - 06.2018
Service Technician
AG Spas
02.2016 - 11.2016
MANAGER/LEAD TECHNICIAN
Hot Tub Liquidators
09.2013 - 02.2016
Warehouse Associate
Quality Customer Distribution
01.2012 - 09.2013
Barista
Starbucks
11.2007 - 01.2012
SLII - Leadership Developement
Southwest Airlines University
Crucial Conversations - Communication
Southeast Airlines University
HIGH SCHOOL DIPLOMA -
FOOTHILL HIGH SCOOL
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