STUART ELIAS
Flower Mound
Summary
With 38 years of experience in the airline/hospitality industry, including 27+ years in leadership roles, I am an award-winning Customer Experience and Administrative Manager. Throughout my career, I have supervised cross-functional teams in Ramp Services, Passenger Sales, and Airport Operations, gaining valuable skills for other leadership positions. I have a proven track record of overseeing large teams of up to 4,400+ employees, managing budgets, and resolving issues to ensure regulatory and safety compliance. My collaboration skills have allowed me to work effectively with multiple departments to deliver the highest level of service. I successfully implemented the rollout of Work Brain for DFW Ramp while having oversight with AA's largest labor force. As a dedicated management leader with excellent communication, negotiation, and public speaking skills, I have achieved outstanding results in hiring and developing both direct reports and front-line team members into leadership positions at various levels.
Overview
28
28
years of professional experience
Work History
Manager On Duty (MOD), DFW Ramp Operations
American Airlines Group
01.2025 - 02.2025
- Oversaw a team of 4 Customer Service Managers in Terminals D & B to ensure all Ramp Service Fleet Service Agents follow the Ramp Operations Manual to ensure the loading, offloading of all flights meet and exceed all dependability, baggage handling and safety metrics.
Manager, Customer Experience Administration
American Airlines Group
04.2024 - 01.2025
- Led a team of 4 Management Leaders and 13 Support Staff in Team Support Center
- Oversight of all shift bids (work schedules) implementation with Timelines, Bidding Hub entries for Care (1,200+ Agents), Ramp (3,200+ FSAs) and HCC (67 Planners) at least three times per year
- Coordinated all Hiring Events for Care and Ramp w/Talent Services; weekly Headcount Reports for Care/Ops reflecting current physicals, attrition, etc
- Vacation bidding and quarterly VC change periods for Care, Ramp and HCC TMs (4,450+ TMs); build Open Time bids every four weeks for Care, Ramp and HCC in collaboration with department leader's feedback
- Payroll, on the job injury (OJI) Return to Work (RTW), retirements for 4,450+ TMs (4/24 - present)
- Open requisitions for new hires and movements (transfers).
- Upgrades, Downgrades for Care, Ramp TMs
- Oversight of all Terminal Parking for eligible TMs; yearly SIDA badge and quarterly CBP audits
- First Level grievance processiing for Ramp and Care Team Members
- Liaison for all DFW Hub activities for SV8 Community Relations initiatives including "It's Cool to Fly AA", "Wish Flight", "Honor Flights", "Scottish Rite Ski Trip", "Family Fund" drives
- Multiple ad hoc projects for DFW Hub
Manager, Customer Experience Administration
American Airlines Group
05.2014 - 04.2024
- Managed 3 CSMs, 1 Team Lead and 5 Staff Support Direct Reports; 400+ Lost Time/Open Time Ramp FSAs
- Oversight of 3,100+ Ramp Operations employees for staffing and overtime needs (shared responsibility during Admin realignment from April 2023 - November 2023); Continued to build Ramp Shift Bids through 11/23
- Coordinate staffing for the Ramp Operations team to support up to 500+ daily AA flight arrivals and departures at American's largest and most important hub
- Helped the entire DFW Team lead the AA System in best Baggage and Dependability performance to date in 2023 by meeting all staffing hiring needs this year, as well as helping reduce overtime expenditures
- Fully staffed for Summer 2022 after pandemic crisis
- Strong YOY Performance metrics increase from 2021
- Hired 1K FSAs after pandemic in time for largest ramp up for DFW in decades; Successful Work Brain cutover
Ramp Operations & Care Operations Manning & Support
American Airlines Group
08.2012 - 05.2014
- Managed 6 CSMs, 4 Overtime Support Staff, and 3 Support Staff for movement, bids, and vacation coverage
- Oversaw 2,300+ Ramp Operations and 600+ Customer Care employees for staffing, payroll, and overtime
- Coordinated staffing for Ramp Ops and Care teams to support 490+ daily AA flight arrivals and departures
- Ensured overtime and budget/headcount objectives were met from the Manning and Overtime offices
- Revised budgets and reduced headcount per CBA for TWU and Agent Advisory Board (AAB) processes
- Ensured reduced staffing had minimal impact to operations and customer satisfaction
Manager, DFW Ramp Administration
American Airlines Group
06.2007 - 08.2012
- Oversaw administrative and budget functions for Ramp Services, including shift bid development/execution
- Managed 3 CSMs, 1 Analyst, and 6 Support Staff, and oversaw staffing of 2,400+ Ramp Services employees
- Oversaw development of the Ramp Services budget, including continuous salary and non-salary reductions
- Consistently met headcount and overtime objectives
Customer Service Manager, Passenger Service
American Airlines Group
03.2002 - 06.2007
- Oversaw daily flight arrivals and departures and evaluated Operational Supervisor and agent performance
- Managed a team of 4 Staffing Agents, 1 Staffing Supervisor, and 160+ Operational Supervisors and Agents
- Passenger Service Manager rep for Oneworld alliance meetings and CSM Advisory Board with hub VP
- Received Outstanding Customer Service Award for dedication to passenger service and sales in 2004
- Revised Off-Schedule Operation (OSO) Plan for passenger service minimizing impacts during service failures
Customer Service Manager/Manager, Baggage Operations
American Airlines Group
08.1999 - 10.2001
- Oversaw all day-to-day Baggage operations in bagroom areas, customs, in-transit, and with other airlines
- Managed 9 CSMs and 4 Bag Mishandling Agents and oversaw 350 Fleet Service Clerks and Crew Chiefs
- Scheduled CSM coverage; prepared daily tour reports for OT and mishandlings for Director of Ramp Services
- Won Excellence in Leadership Awards in 1999 and 2000 from the CEO of American Airlines
- Led YOY Baggage Handling MAP improvements and streamlined the shift bid process with TWU
Customer Service Manager, Ramp Services
American Airlines Group
05.1997 - 07.1999
Education
Aviation Business Administration Coursework -
EMBRY-RIDDLE AERONAUTICAL UNIVERSITY
Miami, FLGeneral Coursework -
MIAMI DADE COLLEGE
Miami, FLSkills
- Operational and Administrative Leadership
- Management Mentoring
- Customer Experience Leadership
- Cross Departmental Collaboration
- Ramp Svcs and Customer Care Staffing & non-sal budgets
- Employee Engagement leadership collaboration
- Labor relations (working with JCBA represented groups)
- Community Relations Liaison /Collaboration
- Change & Project Management SME
- Safety & Regulatory Compliance
- Microsoft Office
- SABRE
- SAP
- Citrix
- Work Brain
- Bidding Hub
Community and Volunteer Service
- ALSAC/St. Jude Children's Research Hospital, Dallas, TX, Leadership Committee, 01/01/14, Present
- ALSAC/St. Jude Children's Research Hospital, Memphis, TN, Leadership Board (CEO Office), 01/01/16, Present
- American Airlines, Community Relations Liaison for AA DFW Charity Events; Emcee of AA Events
- American Airlines, EBRG Member - DFW 40+ EBRG Charter President
Timeline
Manager On Duty (MOD), DFW Ramp Operations
American Airlines Group
01.2025 - 02.2025
Manager, Customer Experience Administration
American Airlines Group
04.2024 - 01.2025
Manager, Customer Experience Administration
American Airlines Group
05.2014 - 04.2024
Ramp Operations & Care Operations Manning & Support
American Airlines Group
08.2012 - 05.2014
Manager, DFW Ramp Administration
American Airlines Group
06.2007 - 08.2012
Customer Service Manager, Passenger Service
American Airlines Group
03.2002 - 06.2007
Customer Service Manager/Manager, Baggage Operations
American Airlines Group
08.1999 - 10.2001
Customer Service Manager, Ramp Services
American Airlines Group
05.1997 - 07.1999
General Coursework -
MIAMI DADE COLLEGE
Aviation Business Administration Coursework -
EMBRY-RIDDLE AERONAUTICAL UNIVERSITY
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