Shawn Roberts

• Lead projects and participate in cross-departmental engagement
• Developed and implement roles and responsibilities for ATW and SOC work
• Escalated issues, support requests from airport as needed to drive resolution
• Addressed issues that are causing performance and service delivery degradation
• Managed communications, monthly lesson, training development
• Drove sustainability of process and technology solutions
• Manage regulatory and employee inquiries (SMS/CAPA, GSAP/Voices)

• Managed a team of approximately three supervisors and seventy employees to operate between 3 and 18 flights per day
• Implemented response plan to reduce costs during the Covid-19 pandemic by insourcing Wheelchair and Janitorial Services for a savings of $19,000
• Adapted to reduced flight schedules by reducing labor costs from 41.37 FTE in March to 23.67 in April
• Analyzed performance metrics to identify trends and opportunities to improve several key metrics such as Safety, CSAT, MBR and Bags to Claim
• Collaborated with supervisors and leads to implement improved procedures and communication
• Monitored and identified areas of cost savings such as janitorial services that were insourced for a savings of $5,000 per month and Wheelchair services for a savings of $14,000 per month
• Maintained positive employee relations through open communication, appreciation and celebration
• Partnered with and maintained strong working relationships with airport authorities, government agencies

• Partnered with a team comprised multiple stakeholders to open over 10 new destinations, 8 seasonal destinations
• Successfully transitioned lines of work in 7 airports including two hubs
• Partnered with Airport Operations leaders to successfully launch Extraordinary Security Measures in over 80 international locations
• Collaborated with corporate training, station personnel and planning organizations to prioritize corporate initiatives to ensure training strategies meet project needs and timelines

This was a temporary assignment during a re-org event.

• Developed, documented, trained and communicated recovery strategies and standard process for irregular operations
• Represented United's interests on the Star Alliance IRROPS Working Group
• Partnered with Airport Leaders to identify areas of struggle during delayed and canceled flights
• Created communication tools for team members around the globe to identify areas of impact during irregular operations
• Created and issued irregular operations policy and procedure guidance directly to the field

• Increased operational performance and efficiency by actively coaching customer service team members
• Planned and implemented changes to the Station Operations process to improve communication and operational performance
• Created and implemented multiple functions in Sharepoint to assist with new procedures
• Assisted in interviews during hiring events
• Partnered with catering and cleaning vendors to improve performance
• Monitored operation and made adjustments to staffing as needed
• Coordinated SEA Station Contribution to New Aircraft Employee Celebrations

• Increased operational performance and efficiency by actively coaching customer service team members
• Maintained an excellent safety record with no aircraft damages
• Assisted in interviews during hiring events
• Addressed customer concerns and remedied any issues while ensuring compliance with Air Carrier Access Act
• Monitored operation and made decisions to improve performance

• Managed System Network Operations to ensure highest customer service performance.
• Held daily conference calls with all station leadership and company executives for operational decisions
• Influenced Maintenance Control, Dispatch Manager and Crew Scheduling Manager to maintain on time performance as well as completion factor
• Communicated operational impact during irregular operations and provided guidance for customer assistance to field leadership
• Drove issue resolution by clarifying operational needs and coordinating actions in collaboration with station leadership and executives during incidents
• Collaborated with regional partners to keep open communication for operational needs

• Increased operational performance and efficiency by actively coaching customer service team members
• Maintained an excellent safety record with no aircraft damages
• Assisted in interviews during hiring events
• Addressed customer concerns and remedied any issues while ensuring compliance with Air Carrier Access Act
• Monitored operation and made decisions to improve performance

• Increased operational performance and efficiency by actively coaching customer service team members
• Maintained an excellent safety record with no aircraft damages
• Assisted in interviews during hiring events
• Addressed customer concerns and remedied any issues while ensuring compliance with Air Carrier Access Act
• Monitored operation and made decisions to improve performance