Richard Cruder
Lanham,MD
Summary
Results-driven People Manager with a proven track record of developing and implementing effective personnel initiatives to support business goals and enhance employee engagement and retention. Able to build solid relationships with employees and managers to foster a quality-oriented culture with continuous improvement and engagement at the forefront.
Overview
7
7
years of professional experience
Work History
Network Operations Base Manager Alternate - Inflight Operations
SOUTHWEST AIRLINES
11.2022 - Current
- Conducts research and handles special projects as assigned by Director to support the goals and objectives of the Cabin Services Operations and prepares specialized reports
- Liaison to the daily operation of Crew Scheduling and represents Inflight Base Operations as directed on various meetings and committees
- Respond to Inflight Crewmember operational needs on a 24 hours basis (providing timely Crewmember advocacy/resolution on scheduling, logistics and IROP issues
- Provides timely and detailed briefings to Inflight Leadership regarding emergency response, weather information, Crew staffing (absences, etc.) and Inflight Crewmember issues/concerns to uphold operational integrity
- Serve as liaison to Base Operations to ensure on-time departures and track, trend and monitor the delay codes attributed to the Inflight Department
- Acts as Manager Designee and is accountable for late night weekday and full weekend liaison to all Inflight Bases and coordinates with appropriate Base Manager when necessary
- Participates as an Inflight Leadership Liaison with the Inflight Crew Scheduling Team
- Coordinates follow up of ENS messages relating to Inflight Crew issues and Provisioning incidents
- This includes writing MOM Reports and serving as a liaison between Cabin Services and Customer Relations/PCS Team
- Coordinate with other Operational Departments in the investigation request.
Inflight Supervisor- Inflight Operations
SOUTHWEST AIRLINES
01.2019 - Current
- Conduct weekly observation of flights nationwide completing compliance audits onboard the aircraft
- Advise on new compliance and safety standards from the FAA and Southwest Airlines
- Resolve audit findings requiring administrative policy changes
- Maintain financial and travel business processes as related to personnel
- Coordinate with headquarters to conduct flight attendant labor investigations and discipline actions
- Attended and approve new union contracts with local union offices
- Conducted labor disputes with flight attendants and legal office at headquarters
- Attended and conducted arbitration hearings
- Work with local unions to handle internal employee issues and investigations
- Conduct hiring of new flight attendants through face to face interviews and phone interviews
- Provide technical guidance to staff conversing travel and analyzed all travel documentation, passport renewals, budgeting for flight attendants budget cards
- Interpret policy to Agency internal and external stakeholders regarding compliance, audit and oversight programs Facilitating a range of administrative activities related to payroll, time and attendance, new employee processing and other personnel actions
- Resolve complex problems in travel operations concerning flight attendants
- Assist with department improvement projects and processes.
Associate Director - Government Customer Operations
VERIZON WIRELESS
01.2017 - 01.2019
- Tasked with managing government accounts customer inquiries, technical support, billing questions and payment extension/ service requests
- Managed a team of 15 Supervisors
- Completed side-by-side call monitors, and developmental coaching’s
- Along with managing all HR aspects of the federal business
- Administered performance plans, corrective actions, and PA reviews
- Partnered with Verizon Wireless small and large business unit accounts to manage their account needs in the realm of billing, technical and sales needs
- Defining objectives to be accomplished, interpreting policies, determining the effects on the mission of assignments, and independently planning and carrying out the work to be completed and developing solutions
- Served as a subject matter expert coordinating and managing the wireless communications billing process
- Maintained relationships with long standing customers and created new relationship bringing value to clients
- Worked in conjunction with new hire team members to onboard new staff and assist with training and development regarding everyday interactions with customers
- Handle all employee concerns (attendance, coaching, development, projects, etc.)
- Assisted with department improvement projects and processes
- Managed staffing to achieve Service Level objectives
- Provide ongoing floor support to ensure optimal call handling − Attended recruitment events and selected high quality workers
- Managed staffing for call centers to meet center goals
- Customers included: FEMA, DOD, The White House, TSA, Department of Treasury, Secret Service, State of Maryland, Department of State
Education
MBA -
Strayer University
Washington DC12.2020
BBA - HR Management
Strayer University
Washington DC06.2017
Skills
- Quality Assurance
- Data Analysis
- Customer Service Management
- Employee Development
- Performance Improvement
- Contract Administration
- Schedule Management
Timeline
Network Operations Base Manager Alternate - Inflight Operations
SOUTHWEST AIRLINES
11.2022 - Current
Inflight Supervisor- Inflight Operations
SOUTHWEST AIRLINES
01.2019 - Current
Associate Director - Government Customer Operations
VERIZON WIRELESS
01.2017 - 01.2019
MBA -
Strayer University
BBA - HR Management
Strayer University
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