Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pat Ketcham

Gig Harbor,WA

Summary

Accomplished Operations Manager with a proven track record at Trans World Airlines, enhancing operational efficiency and customer satisfaction. Expert in data-driven decision-making and professional communication, successfully implemented strategies boosting profit and streamlining processes. Skilled in leading teams to exceed service targets through clear communication and performance analysis.

Overview

42
42
years of professional experience

Work History

Avis Agency Operator

Independent Contractor
04.2008 - 12.2008
  • Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
  • Followed up on customer inquiries to confirm issues were adequately addressed.
  • Resolved customer issues and complaints promptly and politely, upholding satisfaction.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.

Off Airport Marketing Manager

Avis Rent a Car
01.1997 - 03.2008
  • Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
  • Utilized market trends and target audience statistics to effectively and appropriately market products.
  • Managed workflow between staff, coordinating documents, planning, and creative material distribution.
  • Created company brand messaging, collateral materials, customer events, promotional strategies, and product commercialization.

Operations Manager

Trans World Airlines
01.1967 - 01.1997
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Devised processes to boost long-term business success and increase profit levels.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Increased profit by streamlining operations.
  • Analyzed and reported on key performance metrics to senior management.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Developed and maintained relationships with external vendors and suppliers.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.

Education

Interior Design

Woodbury College
Los Angeles, CA
08.1963

High School Diploma -

Providence High School
Burbank, CA
06.1963

Skills

  • Data-driven decision-making
  • Sales strategy development
  • Professional Communication
  • Recordkeeping
  • Follow-up skills
  • Clear Communication
  • Information assistance
  • Greeting customers
  • Performance Analysis

Timeline

Avis Agency Operator

Independent Contractor
04.2008 - 12.2008

Off Airport Marketing Manager

Avis Rent a Car
01.1997 - 03.2008

Interior Design

Woodbury College

High School Diploma -

Providence High School

Operations Manager

Trans World Airlines
01.1967 - 01.1997

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Pat Ketcham