Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Volunteer Work And Associations
Languages
Timeline
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Robert Ames

Angleton,TX

Summary

Professional Experience

Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

15
15
years of professional experience

Work History

Manager of Ground Operations

Southwest Airlines
02.2023 - Current
  • Led daily ramp operations overseeing a workforce of 500+ ramp agents and supervisors across multiple shifts.
  • Managed and optimized the performance of the airport’s baggage handling system (BHS), ensuring system uptime, timely transfers, and compliance with operational SLAs.
  • Developed and enforced safety protocols in compliance with FAA, TSA, and OSHA regulations, achieving reduction in ramp incidents year-over-year.
  • Collaborated with airport operations, maintenance, and airline partners to ensure seamless ground handling and turnaround performance.
  • Implemented workforce scheduling and resource allocation strategies, improving labor efficiency and reducing overtime costs by 10%.
  • Championed the use of data analytics and KPIs to monitor baggage flow, loading accuracy, and delay causes, driving continuous improvement initiatives.
  • Coordinated irregular operations (IROPS) response plans during weather events, minimizing delays and maintaining passenger baggage integrity.
  • Oversaw vendor relationships and service-level agreements for ground handling.
  • Accomplished multiple tasks within established timeframes.
  • Managed and motivated employees to be productive and engaged in work.

Ramp Supervisor

Southwest Airlines
10.2010 - 02.2023
  • Oversee ramp operations (Opening, Closing, Gates, Dispatch, Coordinator)
  • Ensure smooth operation in the Baggage Handling System
  • Develop a strong team to deliver excellent customer service
  • Collaborate closely with Customer Service to ensure customers luggage is handled appropriately
  • Monitor baggage handling reports closely and provide feedback and coaching to agents as needed to improve and maintain performance.
  • Mentor new hires and teach them the operation and the impact they have down line.
  • Review passenger bookings to determine appropriate staffing levels to handle the operation
  • Build flight schedules to ensure an even distribution of workload at t-point and minimize potential mishandling of bags.
  • Training Supervisors on t-point operations & schedule building through OJT and teaching researching and reporting of mishandled bags.
  • Perform all duties of a Ramp Supervisor including dispatch, coordinator, gates and T-Point.
  • Responsible for change management including during AirTran acquisition learning and following AirTran ramp agent procedures, Altea transition for CM system, incorporation of scanners and COVID-19 protocols.
  • Evaluated employee performance regularly through periodic reviews that provided constructive feedback aimed at improving skills.
  • Reduced aircraft turnaround time with meticulous planning, coordination, and communication among the team members.
  • Collaborated with airline representatives to resolve any operational issues and improve overall service quality.
  • Participated in industry conferences and workshops to stay abreast of new developments in ramp operations management, applying insights gained to enhance team performance.
  • Implemented best practices in ramp supervision to minimize delays and maintain high levels of productivity among staff members.
  • Evaluated performance, set schedules and coached ramp agents on work areas.
  • Kept crew in line with airport, OSHA, TSA, FAA, and other applicable regulations.
  • Promoted a positive work environment by fostering open communication lines between team members and encouraging professional growth opportunities.
  • Spearheaded incident investigations to identify root causes and implement corrective actions that prevent future occurrences.
  • Ensured compliance with all regulatory requirements for airport operations by staying current on industry standards and guidelines.
  • Achieved timely flight departures through effective management of ground handling services, including baggage handling.
  • Led continuous improvement initiatives for ramp processes, identifying opportunities for cost savings and improved efficiency.
  • Streamlined operations for increased efficiency by optimizing employee schedules and delegating tasks effectively.

Education

MBA - Business Administration with a specialization in Marketing

Regis University
Denver, CO
12-2009

Bachelor of Science - Business Management, Political Science

University of Nevada, Las Vegas
Las Vegas, NV
06-2007

Skills

  • Fluent in English and Spanish
  • Microsoft 365 proficiency
  • Decision-making
  • Team leadership
  • Customer service

Accomplishments

Eagle Scout

2x Ramp Supervisor of the Quarter

Ramp Initial Training Valedictorian


Awards

  • LAS Ramp Supervisor of the quarter x 2
  • LAS Top Performing Ramp Supervisor x 3 & HOU x1
  • Initial Ramp Training Valedictorian
  • MIT Alumni (Fall 2014)
  • Care Team Member

Volunteer Work And Associations

  • Numerous Political Campaigns and Non-profit Organizations
  • Boy Scouts of America- Eagle Scout

Languages

Spanish
Professional Working
English
Native or Bilingual

Timeline

Manager of Ground Operations

Southwest Airlines
02.2023 - Current

Ramp Supervisor

Southwest Airlines
10.2010 - 02.2023

MBA - Business Administration with a specialization in Marketing

Regis University

Bachelor of Science - Business Management, Political Science

University of Nevada, Las Vegas

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