STEPHEN M. HOPKINS

This is a brief introduction of qualifications and experience with United. I have been with United for the past 39 years and the last fifteen I have spent in management. Prior to becoming a member of the Houston Leadership Team, I severed as Airport Operations Supervisor in DTW. I have been a member of the Houston leadership team since March 1, 2010. Current position is “Manager Operations Control” However prior being selected to this position I have had the opportunity to work in the concourse as well as the ticket counter, the FIS area, and Baggage Service as well as served as the Acting Manager on Duty for a 9-month period for Customer Service. I earned a bachelor’s degree in international business management in 2006 and a master’s degree in Organizational Leadership in 2009. I have had the pleasure working with then Area Manager Andy Jamison to refine Station Training Coordinator office. Some of the projects I have completed in the last few years are Service Recovery product and implementing planeside service recovery program. I developed a training program for levels 3-6 on OJI investigation and reporting for the IAH Safety team which reached Platinum Safety Level for the Houston Hub in 2018. By implementing programs to combat the out of compliancy regulatory CSR training out of compliance Quarterly CSR training was reduced by 50% from 1st Quarter 2019 to the 2nd Quarter 2019. April of 2013 I was selected to United’s ” Elevate” Program A program is designed to develop United’s next leaders. I led the Houston Hub’s Service Recovery Team whose purpose was to develop Express operation Service Recovery program to improve customer experience when travel has been interrupted. The idea for this stemmed from NPS data. The Global Operation Recognition Team whose mission is to develop and implement enterprise-wide employee recognition programs such as BRAVO, Additionally, in I served as the Treasurer for the Athletic Department @ St. Albert the Great where I organized and participated with the sports booster clubs to bring multi-school tournaments to the school. Arranging fund raisers for the various sports and incorporating multiple organizations in these tournaments. I am confident my work experience and education well qualify me for this position. My airline experience and work on several continuous improvement projects have developed my leadership skills and ability to manage and develop associates and build and work collaboratively within a team environment. I have excellent customer service skills and maintain a healthy and positive work environment for my staff. I feel my ability to problem solve and work within a team structure enables me to be an effective and efficient leader in any capacity. I am excited about this opportunity and look forward to meeting in person to discuss my skills in detail and what I can bring to this position. Sincerely, S. Mark Hopkins Qualifications: Strong leadership and successful team building capabilities and excellent technical, communication, presentation, and customer service skills. I am a resourceful problem solver with proven ability to bring quick resolution to challenging situations as well as build lasting relationships with vendors and customers. Collaborative leader with dedication to partnering 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.