Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Michael Quintanilla

Denver,CO

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.

Overview

34
34
years of professional experience

Work History

Assist. Mgr. Training Scheduling Flight Training Center

United Airlines
08.2022 - Current
  • Implemented process improvements to optimize team performance and operational efficiency.
  • Trained staff on industry best practices and company policies to ensure compliance and consistency.
  • Coordinated scheduling for pilots, maximizing resource utilization while adhering to regulations.
  • Analyzed customer feedback to identify areas for service enhancement and implement strategic solutions.
  • Managed conflict resolution effectively, ensuring positive outcomes for both customers and employees.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.

Inflight Supervisor

United Airlines
10.2020 - 08.2022
  • Supervised inflight operations to ensure compliance with safety protocols and service standards.
  • Coordinated cabin crew schedules, enhancing operational efficiency and staff utilization.
  • Trained and mentored new flight attendants on service procedures and customer engagement techniques.
  • Resolved passenger issues swiftly, fostering a positive travel experience and maintaining brand loyalty.
  • Implemented process improvements that streamlined communication between ground control and cabin crew.
  • Conducted inflight safety briefings, emphasizing the importance of adherence to regulations among team members.
  • Enhanced customer satisfaction by ensuring timely and efficient service during flights.
  • Promoted a culture of teamwork within the cabin crew by encouraging open communication and collaboration among colleagues.
  • Addressed passenger concerns with empathy and professionalism, resolving issues promptly.
  • Maintained clear communication channels among the flight crew during all phases of the journey, resulting in seamless operations on board.
  • Monitored cabin safety, adhering to federal regulations and company policies at all times.
  • Evaluated team performance, providing constructive feedback to foster continuous improvement of the inflight experience.
  • Liaised with ground staff to facilitate smooth boarding and deplaning processes for travelers.
  • Assisted service members with completing forms to keep battalion paperwork accurate and current.
  • Managed in-flight emergencies calmly and effectively, prioritizing passenger safety above all else.
  • Collaborated with the flight crew to develop strategies for improving overall in-flight service quality.

Supervisor Crew Scheduling

United Airlines
05.2012 - 09.2020
  • Crew scheduling in Guam ensures that all flights in our reliable network are properly staffed with legal flight crews in support of the Go Forward Plan as it relates to United's goal of providing safe, efficient, and reliable air transportation for our customers.
  • Assign all open flying to qualified crew members according to Federal Aviation Regulations, Pilot Contract (ALPA), Flight Attendant Contract (AFA JCBA) and Company policies.
  • Monitor crew legalities, reassign pilots/flight attendants for on-time performance, or to ensure compliance with FAA/CBA limitations (esp. due to flight delays cancellations, aircraft substitutions) and communicate changes.
  • Assist Pilots/Flight Attendants with monthly line improvement and schedule management, including executing trip trades (as well as drops and pickups), documenting absences, and performing CMS transactions to ensure accurate crew pay, preservations of pilot/flight attendant activity records, and quality assurance (FAR compliance, flight time, qualification data, etc).
  • 24-hour communications center point of contact flight pilot/flight attendant work group, providing round the clock support for flight crew members with regards to schedule and flight related issues, sick notices, delay notifications, assignments modifications, etc.

Supervisor Airport Services

Continental Airlines/United Airlines
09.2002 - 05.2012
  • Focus on leading and developing the skills of frontline co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines.
  • Ensure consistency on operational, service and product delivery.
  • Develop and support standard work and continuous improvement processes.
  • Oversee and support performance of a team, zone or cell.
  • Focus on performance issues with the goal of changing co-worker behavior.
  • Set expectations with front-line co-workers and gain their commitment to act in accordance with Company guidelines and union agreements.
  • Serve a subject matter expert on safety, service and procedures.
  • Engage front-line co-workers to deliver excellent customer service and an on-time quality product -for example, participate in briefings, and develop team communications.
  • Engage and recognize external customers.
  • Monitor front-line co-worker behavior with customers to ensure consistency and compliance with Company guidelines, procedures and standards.
  • Assess and delegate the appropriate work tasks to Service Directors/Leads/Pursers.
  • Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work.
  • Develop and implement standard work and continuous improvement processes.
  • Set expectations with co-workers with regards to performance standards including consistent and outstanding delivery of service and product.
  • Provide front-line co-workers by coaching on performance, as it relates to customer service and products.
  • Develop skills of front-line co-workers on performance, as it relates to customer service and products.
  • Develop action plans to affect behavior change.
  • Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently.
  • Recognize and document excellent performance.
  • Confront and address inappropriate behavior and performance impacting shared goals and service delivery to United's customers.

Sr. Crew Scheduler

Continental Micronesia Inc.
06.1993 - 04.2003
  • Assign all open flying to qualified crew members according to Federal Aviation Regulations, Pilot & CMI Flight Attendant contracts.
  • Monitor crew legalities, reassign crews for on-time performance or to ensure compliance with FAA/CBA limitations, due to flight delays, cancellations, aircraft substitutions and communicate changes.
  • Assist crew members with monthly line improvement, including executing trip trades, documenting absences, and performing CMS transactions to ensure accurate crew pay, preservation of pilots/flight attendant activity records, and quality assurance (FAR compliance, flight time, qualification data).
  • 24 hour communications center/point of contact for pilot /flight attendant work group, providing round the clock support to flight crew members with regards to schedule and flight related issues, sick notices, delay notifications, assignment modifications.

Customer Service Agent (Cargo)

Continental Airlines
07.1991 - 06.1993
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Communicated with clients regarding account services, statements, and balances.
  • Provided primary customer support to internal and external customers.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Contacted customers to return routine and general calls promptly.
  • Responded to customer calls and emails to answer questions about products and services.

Education

General Education

Mission College
Santa Clara, CA

High School Diploma - undefined

Inarajan Senior High School
Inarajan, GU
05.1985

Skills

  • Service excellence
  • Collaborative team management
  • Prioritization and scheduling
  • Collaborative decision-making

Interests

  • Documenting and sharing travel experiences
  • Sharing travel tips, recommendations, and insights with fellow enthusiasts
  • Road Trips
  • Adventure Travel

Timeline

Assist. Mgr. Training Scheduling Flight Training Center

United Airlines
08.2022 - Current

Inflight Supervisor

United Airlines
10.2020 - 08.2022

Supervisor Crew Scheduling

United Airlines
05.2012 - 09.2020

Supervisor Airport Services

Continental Airlines/United Airlines
09.2002 - 05.2012

Sr. Crew Scheduler

Continental Micronesia Inc.
06.1993 - 04.2003

Customer Service Agent (Cargo)

Continental Airlines
07.1991 - 06.1993

High School Diploma - undefined

Inarajan Senior High School

General Education

Mission College

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Michael Quintanilla