Miguel Garcia
Austin,TX
Summary
Professional with strong background in airport operations management. Skilled in team collaboration, problem-solving, and adapting to changing environments. Proven ability to enhance efficiency, ensure safety, and manage logistics. Known for reliability and achieving results through effective leadership and communication. With an entrepreneurial mindset, excels in cultivating and maintaining strong customer relations. Thoroughly analyzes customers' operations to proactively anticipate their needs. Provides tailored solutions and delivers exceptional service, ensuring customer satisfaction and loyalty.
Overview
13
13
years of professional experience
Work History
Airport Operations Manager - AUS
Hallmark-Aviation Services
05.2022 - Current
- Managed up to five Airlines with a team of leaders: AeroMexico, Virgin Atlantic, Hawaiian Airlines, Lufthansa, KLM
- Work closely with each Airline's Station Manager to better understand their expectations in order to guide and lead each of our account managers
- Oversee, coach and mentor each Manager to ensure they operate within their budget
- Lead and manage the administrative functions of AUS monitoring internal financial reports and daily worked hours
- Oversee and review all AUS local invoices to ensure all services are paid on time and correctly
- Work remotely with HQ to streamline our operations through consistent communication and alignment on key objectives
- Collaborative approach with HR to foster fair and consistent practices to support our employees and their well-being
- Conduct regular internal audits to ensure each account is in compliance to Hallmark's policies, procedures and set standards
- Maintain an overall exceptional service performance with the goal to attract new Customers
- Established strong relationships with community leaders and local businesses by conducting regular meetings addressing concerns related to airport operations impact on surrounding areas.
- Collaborated with airlines and other stakeholders to optimize airport resources and meet operational demands.
- Managed daily flight schedules to ensure timely arrivals and departures, reducing delays and customer complaints.
- Oversee safety protocols for both staff and passengers, maintaining a secure environment in compliance with company standards.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Developed strategic partnerships with key stakeholders, leading to significant growth opportunities for the company.
- Mentored high potential staff members, helping them grow professionally and contribute more effectively to the team's goals.
- Enhanced customer satisfaction, providing personalized service solutions based on client feedback.
- Interacted well with customers to build connections and nurture relationships.
Business Manager – Aero Mexico - AUS
Hallmark-Aviation Services
06.2021 - 05.2022
- Lead the start-up of a new station for Hallmark and overcame the challenges that the pandemic created
- Became an asset by working varied hours to recruit and hire new employees on and off the airport premises
- During this period, I also helped with the take-over of Aero Mexico in DFW, where I recruited, trained and mentor our new Business Manager on the account
- Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
Business Manager – Aero Mexico - LAX
Hallmark-Aviation Services
10.2019 - 06.2021
- Received 2020 Station of the year award by building and promoting quality relations that allowed me to establish an outstanding team of individuals
- With coaching, mentoring and guidance, we provided a unique and memorable experience for each customer while providing a peace of mind
Duty Manager - Lufthansa Group Airlines
Hallmark-Aviation Services
02.2019 - 10.2019
- Managed staff scheduling for optimal coverage, ensuring efficient operations.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
Business Manager – Virgin Australia
Hallmark-Aviation Services
08.2018 - 02.2019
- Gained valuable experience working varied hours to ensure airline expectations were met (with early arrivals & late at night departures)
- Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.
Duty Manager - Lufthansa Group Airlines
Hallmark-Aviation Services
05.2017 - 08.2018
- Helped Manage a team of 75 employees to ensure a on time performance for all 5 flights operating a variety of Aircrafts such as A380, A346, B747, B777-300 and B777-200
Duty Manager - Emirates
Hallmark-Aviation Services
07.2016 - 05.2017
- Helped improve and maintain high quality performance by promoting safety, security and grooming standards in order to provide a prestigious personalized service
Supervisor - Allegiant Air
Hallmark-Aviation Services
07.2015 - 07.2016
- Lead my first team with up to 16 domestic flights daily
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Qantas Airways – CSA / Ticketing Agent
Hallmark-Aviation Services
02.2012 - 07.2015
- Learned all the fundamental needs for both departure & arrival flights for International carrier
- Provided exceptional service to customers by actively listening to their needs and offering personalized solutions.
Skills
- Industry Knowledge
- Employer Branding
- Operational efficiency
- Incident & Safety management
- Scheduling & Budget oversight
- Passenger & Ground handling
- Effective team leader with Interpersonal skills
- Relationship building
- Employee motivation
- Recruitment and hiring
- Staff training and development
- Adaptability
Timeline
Airport Operations Manager - AUS
Hallmark-Aviation Services
05.2022 - Current
Business Manager – Aero Mexico - AUS
Hallmark-Aviation Services
06.2021 - 05.2022
Business Manager – Aero Mexico - LAX
Hallmark-Aviation Services
10.2019 - 06.2021
Duty Manager - Lufthansa Group Airlines
Hallmark-Aviation Services
02.2019 - 10.2019
Business Manager – Virgin Australia
Hallmark-Aviation Services
08.2018 - 02.2019
Duty Manager - Lufthansa Group Airlines
Hallmark-Aviation Services
05.2017 - 08.2018
Duty Manager - Emirates
Hallmark-Aviation Services
07.2016 - 05.2017
Supervisor - Allegiant Air
Hallmark-Aviation Services
07.2015 - 07.2016
Qantas Airways – CSA / Ticketing Agent
Hallmark-Aviation Services
02.2012 - 07.2015
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