Steven King
Fort Myers,Florida
Summary
Operations manager with extensive experience at Alaska Airlines, specializing in resource management and team development. Proven expertise in airline systems and conflict resolution, resulting in enhanced service quality and operational efficiency. Achievements include significant improvements in customer satisfaction and team performance. Dedicated to promoting a culture of excellence and safety.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager, Station Operations
Alaska Airlines
Fort Myers, FL
11.2021 - 06.2025
- Directed daily station operations, ensuring safety, efficiency, and adherence to federal and corporate regulations.
- Motivated team members utilizing strong leadership and accountability practices.
- Efficiently managed staff scheduling and stategically allocate resources to maximize productivity
- Resolved escalated guest issues while demonstrating dedication to exceptional service standards
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Analyzed customer feedback data to develop action plans for improving services offered.
Lead Customer Service Agent / Station Trainer
Alaska Airlines
Austin, TX
10.2016 - 11.2021
- Trained and mentored new hires, enhancing team capabilities and integration.
- Tracked training progress to identify areas for improvement.
Developed performance strategies to elevate team productivity and effectiveness. - Created detailed reports on team performance and submitted them to management regularly.
- Navigated intricate travel challenges involving delays, rebookings, and special accommodations
- Coordinated daily agent assignments and provided support to team members during irregular operations.
- Ensured that all customer service standards were met or exceeded at all times.
Safety/Security/Education Supervisor
Menzies Aviation
12.2013 - 10.2016
- Promoted from CSA to CSA Trainer and then to Station Trainer across multiple airline clients
- Supervised safety, compliance, and educational initiatives for customer service and ramp agents
- Delivered training for Alaska Airlines, JetBlue, Virgin America, and Air Canada staff
- Implemented standard operating procedures and supported compliance with TSA and OSHA standards
Education
High School Diploma -
Pine-Richland High School
Pennsylvania06.2003
Skills
- Proficiency in Sabre and sabre overlays
- Proficiency on Microsoft Word, Excel, PowerPoint, Teams, OneNote
- Scheduling and resource management tools
- Learning platforms: Pelesys, Greenlight and Cornerstone
- Leadership & team development
- Conflict resolution & de-escalation
- Training and coaching
- Operational strategy and efficiency
- Strong verbal and written communication
- Budget management
- Performance reporting
- Work prioritization
- Emergency response
- Safety management
- Financial management
- Cross-functional teamwork
- Risk management
- Shift scheduling
Certification
- Complaint Resolution Official (CRO)
- Ground Security Coordinator (GSC)
- Load Planning Certification
- Safety Management Systems (SMS)
Volunteer Experience
- Austin Pets Alive, Austin, TX, Assisted with animal care, adoption events, and community outreach
- Austin Food Bank, Austin, TX, Supported food packaging, distribution, and volunteer coordination
- Alaska Airlines Aviation Days, Portland, OR, Volunteered at company-sponsored events to promote aviation education and career awareness among youth and the community
- Clean the World, Orlando, FL, Participated in corporate volunteer initiative focused on hygiene kit assembly and global health support
- The Dog Alliance, Austin, TX, Coordinated aircraft access and scheduled time for service dog training sessions aboard Alaska Airlines planes, supporting animal-assisted therapy and service dog readiness
- PSS Cutover Coordination, Austin, TX, Led and executed the cross-training of all Austin-based Virgin America and Alaska Airlines agents during the Passenger Service System (PSS) cutover, ensuring a seamless transition and operational readiness across both airline teams
Affiliations
- Station Leader of the Year 2023
- Leader known to go Above and Beyond
References
References available upon request.
Timeline
Manager, Station Operations
Alaska Airlines
11.2021 - 06.2025
Lead Customer Service Agent / Station Trainer
Alaska Airlines
10.2016 - 11.2021
Safety/Security/Education Supervisor
Menzies Aviation
12.2013 - 10.2016
High School Diploma -
Pine-Richland High School
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