Reinaldo Ocasio
Philadelphia,PA
Summary
High-performing Operations Manager with over 35 years of experience delivering successful management and safety operations as a bilingual (Spanish & English). Contributor to customer relationship and business management. Leading and directing managers in communicating and coordinating with appropriate support service departments. Cross-functional collaborator well-versed in developing successful teams and motivating employees to meet individual goals and team objectives. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Operations Manager, PHL Flight Service Operations
American Airlines
Philadelphia, PA
08.2020 - Current
- Conduct performance reviews providing coaching and feedback to benefit both company and employee
- Managed company operations and relability
- Maintained operations compliance with FAA, TSA and airport regulations
- Improved morale and management communication by creating employee recognition and rewards practices
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Maintained safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies
- Developed initiatives for process improvement and reviewed and assessed ongoing operations
- Built upon established practice standards to improve operational performance and reduce labor costs
Base Manager, STL Flight Service Operations
American Airlines
Saint Louis, MO
06.2019 - 01.2021
- Partner with station General Manager, Labor, Human Resources, Senior schedulers and Gate Gourmet Kitchen
- Managed the daily operations, right start flight, collaborating with Key station personnel
- Managed Duty Managers and Flight Attendants
- Maintained operations compliance with FAA, TSA and airport regulations
- Worked in tandem with Human Resources, Employee Relations, Crew Resources and HDQ Flight Service to interpret, apply corporate policy, procedures and the APFA collective bargaining agreement
- Worked closely with local APFA reps to reach interest-based decisions for the company and the Flight Attendants, and provide guidance and development for Flight Service Managers
- Assisted with the preparation of the operating budget and works with Passenger Service, Ramp Service, Flight, and Food & Beverage to resolve local problems
- Assigned, or delegated responsibility for, specified work or functional activities and disseminates policy to supervisors. Promoted and trained Duty Managers
- Coordinated activities of department with related activities of other departments to ensure efficiency and economy
- Evaluated current procedures and practices for accomplishing department objectives to develop and implement improved procedures and practices
Flight Service Manager, Flight Service Emerging Leader Program, New Hire Instructor, Flight Attendant, Flight Attendant
American Airlines
Dallas, Miami, TX, FL
05.1989 - 05.2019
- Supervise job performance and attendance for 206 Flight attendants.
- Conduct investigations, issue corrective actions, coach and counsel, while proving guidance on FAA procedures
- Support the New hires team on company policies by providing quality assurance rides, 30 days , 90 days and off probation meetings
- Facilitate FAA and other government regulatory and company required training programs for Flight Service employees
- Actively promoted teamwork, followed proper business protocols, with minimal supervision, served as a positive influence, and committed to achieving department and corporate goals and objectives
- Coordinates and resolves, queries and problems regarding all aspects of the Flight Service operation
- Responsible on a daily basis of delay report coordinating, catering problems, crew staffing issues, ensures communications with operational departments to assure timely departure of all flights
- Evaluated and documented over 375 students performance in accordance with established regulatory and corporate standards
- Monitored employee performance, coached and counseled students and issues corrective, disciplinary action as warranted
- Received from customers over 125 compliments and commendations letters for 2016
- Coordinated with other training, support and operational departments to ensure consistency and accuracy of training content
- FAA Certified on 777-300, 777-200, 767-300, 757,737, A319
- Evaluated course quality and effectiveness and partnered with curriculum development staff to revise course content and/or presentation methods.
Customer Care Lead Agent
American Airlines
San Juan , Puerto Rico
02.1989 - 04.1990
- Enforced adherence to customer service standards in accordance with company policies
- Managed responsibilities at the Ticket Counter, served as the Lead Gate Customer Care agent, and oversaw Baggage claim operations
- Collaborated with other departments to ensure smooth flow of information between team
- Ensured safe and high performing operation by leading, engaging, coaching and developing front line team members.
Education
Bachelor of Science - Marketing
Purdue University
1988
Skills
- Curriculum development
- Supervision
- Team Building/Leadership
- Conflict mediation
- Hiring Manager
- Quality assurance and control
- Cross-functional communication
- Organizational Management
- Performance management
- Staff training and development
Certification
- Gurlfstream Airlines - Pilot Certificate
Languages
Spanish
Native/ Bilingual
Timeline
Operations Manager, PHL Flight Service Operations
American Airlines
08.2020 - Current
Base Manager, STL Flight Service Operations
American Airlines
06.2019 - 01.2021
Flight Service Manager, Flight Service Emerging Leader Program, New Hire Instructor, Flight Attendant, Flight Attendant
American Airlines
05.1989 - 05.2019
Customer Care Lead Agent
American Airlines
02.1989 - 04.1990
Bachelor of Science - Marketing
Purdue University
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