Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Timeline
49
Terry Barnett

Terry Barnett

Aviation Safety and Operations
Florence,AL

Summary

Results-driven professional with extensive experience in audit production and delivery, project execution, technical publications, and operational management within the aviation and financial data management industries. Demonstrated expertise in managing audit processes, leading cross-functional teams, and ensuring compliance with regulatory and audit standards. Proven track record of enhancing operational efficiency, driving process improvements, and delivering superior customer service.

Overview

28
28
years of professional experience

Work History

Audit Production Manager

Aviation Research Group ARGUS-PROS
04.2023 - Current
  • Provide Quality Control (QC) to 50 yearly audits from Air Carrier (AC) audit programs
  • Work with Auditors to resolve discrepancies and/or errors within audit reports
  • Work with Operators (Air Carriers) and Auditors on resolution of Corrective Actions - over 1500 closed yearly
  • Track audit production status for Air Carrier audit programs
  • Assist in development and revision of processes, procedures, forms, and audit program documentation
  • Collaborate on planning and execution of training courses for both internal and external customers - 6 times yearly up to 75 students per course
  • Revise and maintain currency of company manuals
  • Manage development of Corrective Action Plans and resolution of Corrective Actions for both internal and external audits and assessments

Director, Project Execution

KTX Solutions, LLC
09.2021 - 03.2023
  • Assign the necessary resources and serve as liaison between clients and our Consultant and Architect teams
  • Design and build customized OneStream software financial solutions
  • Craft initial Statement of Work
  • Complete Requirements Gathering / Documentation
  • Collaborate on Design and Implementation Strategy
  • Design Documents / Project Charter (as desired)
  • Manage Project Timeline, including Status Meetings / Stakeholder Engagement
  • Direct End User Training, User Acceptance Testing (UAT), and Parallel Testing
  • Create OneStream Solution Administrative Documentation for reference by clients after the project concludes

Senior Manager of Technical Publications

CommuteAir
04.2021 - 09.2021
  • Ensure all manual revision processes are administered according to Company policy and that processes remain compliant with all regulatory, internal, and external authorities for over 50 Company maintained manual sets
  • Continuously review and maintain appropriate departmental staffing levels
  • Develop and train departmental staff to a uniform standard and foster consistent software utilization practices as appropriate to include recurrent and continuing training
  • Direct all phases of technical publications projects to consistently deliver a standard, quality production schedule
  • Work directly with subject matter experts; delegate, prioritize and oversee numerous and simultaneous interdepartmental project completions in a timely and interfaced manner to the highest level of content owner satisfaction
  • Chair monthly manual interface review meetings, hosting all content owners
  • Anticipated content owner needs and priorities
  • Completion and/or delegation of marketing, recruiting, and executive-level technical publication projects
  • Interface with all departments, all levels of management, and all professional and support staff
  • Direct and actively participate in the planning, attraction, selection, training, retention, and development of new technical writing talent
  • Identify short and long-term procurement needs of the department
  • Development and administration of all departmental policies, procedures, and processes

Manager, Internal Evaluation Program

CommuteAir
07.2019 - 04.2021
  • Coordinate and schedule over 30 yearly Internal Evaluation Program audits, special audits and other evaluations
  • Evaluate quality assurance and self-auditing programs for all company departments
  • Determine qualifications, training requirements, and make hiring decisions for internal auditors
  • Assess the Company's compliance with industry regulations and conformance to Company policies through audits and evaluations
  • Focus on resolution of deficiencies through root cause analysis and effective corrective actions
  • Identify systemic issues through review of internal audit data, IEP database, and other tracking and trending programs
  • Manage company readiness for external audits (SAS, DOD, and IOSA)
  • Assist company departments in determining appropriate corrective actions for external audit findings
  • Report out on audit and evaluation results to senior management
  • Responsible for overall performance of the Internal Evaluation Program

Airport Operations Manager

CommuteAir
01.2018 - 07.2019
  • Drove operational safety and training compliance for over 50 airports and more than 4000 United Airlines and vendor employees
  • Principal Airport Operations member of CommuteAir Corporate Safety Committee and Safety Action Group
  • Lead Auditor for Regional Shared Audit Program, collaborating with 7 other regional airlines
  • Liaison for FAA Certificate Management Office, with key responsibility for Deicing and Winter Operations
  • Draft, revise, and implement policies and procedures as member of United Airlines Regional Ground Operations Manual Committee

Supervisor, Parks and Recreation

City of Ashland, Ohio
08.2017 - 01.2018
  • Led team of 4 full-time union members and 12-15 seasonal employees
  • Coordinated grooming, painting, mowing, and maintenance of 12 baseball/softball fields and 11 soccer fields (including Ashland Community Soccer Stadium) in support of multiple youth and adult leagues, Ashland High School boys/girls soccer, and Ashland University women's softball
  • Provided facility maintenance and upkeep for 7 Ashland City Parks, Brookside Pool, and Guy C Myers Band Shell
  • Prepared city-owned Pavilions for rental by families and civic groups

General Manager

Envoy Air
07.2016 - 05.2017
  • Engaged team of 3 supervisors and 85 front-line agents, delivering safe and efficient handling of 26 daily American Airlines flights
  • Achieved significant conversion from legacy US Airways/American flight systems to a single operating platform
  • Merged disconnected US/AA ground operations into a single, cohesive Envoy team
  • Team recognized as American Airlines Customer Cup winner for Q3 2016

General Manager

Horizon Air
06.2013 - 01.2016
  • Directed safety, security, and operational performance of 85 Alaska Airlines daily flights, leading a team of 250 front-line agents, 12 supervisors, and 2 department managers
  • Built and managed annual budget of 12 million dollars
  • Guided teams in hiring, onboarding, and training of new employees
  • Identified opportunities and evaluated operational performance using advanced data metrics
  • Investigated safety, injury, performance, and HR issues – acting to eliminate risk and liability
  • Drove 13% improvement in employee engagement scores and 45% reduction in injuries
  • Primary local liaison with the Port of Portland, TSA, FAA, OR-OSHA and other regulatory agencies
  • Created local, peer-managed Employee Injury Board to understand and reduce employee injuries

General Manager

Horizon Air
01.2010 - 05.2013
  • Sole member of management onsite, leading the station in achieving consistent operational and service excellence
  • Subject matter expert on safety, customer service, and procedures
  • Provided regular employee coaching, feedback, and recognition
  • Interacted regularly with customers – in person, via phone, and over email and written correspondence
  • Managed monthly billing and invoices, generated $300,000 of revenue annually via contracts
  • Won “Horizon Award” for Customer Service Station of the Year for 2012
  • Won “Horizon Proppy” for outstanding achievement in Continuous Improvement for 2011

Customer Services Supervisor

Horizon Air
02.2004 - 12.2009
  • Led assigned Zone or Shift, driving daily performance goals
  • Identified operational issues and crafted solutions in real-time to enhance customer and employee satisfaction
  • Collaborated with station management in development of staffing plans, compliance auditing, and headcount variance for over 500 employees

Customer Service Agent

Alaska Airlines
06.2002 - 02.2004
  • Ticketing and baggage check-in
  • Gate management, including assisting disabled customers, liaison with crew for Federal Air Marshals and armed Law Enforcement Officers, and irregular operations while ensuring on-time departures and accurate load planning
  • Managed oversold flight processing to ensure on-time departure, solicitation of volunteers, and reaccomodation of displaced customers

Premium Services Representative

American Airlines
11.1999 - 10.2001
  • Premium Customer handling in the Admirals Club, including ticketing and check-in, escorts to aircraft, and assistance with Customs and Immigration clearance
  • Sales of new and renewal Admirals Club Memberships
  • Protected Premium Customers during irregular operations, delays, and cancellation events

Senior Sales and Customer Service Representative

American Airlines
03.1996 - 11.1999
  • Fielded reservations phone calls in call center environment, focusing on closing of sales and providing superior customer service
  • Provided internal help desk for fellow agents on general reservations, international desk, and AAdvantage inquiries
  • Served as Supervisor on Duty for call escalation, Manager on Duty for requested callbacks
  • Maintained expert level familiarity with full suite of American Airlines products and services

Education

Duke University
01.1995

Skills

  • Flight Safety Auditing
  • Airline Operations Management
  • Change Management
  • Process Improvement
  • Team Building and Leadership
  • Hiring
  • Training and Development

Accomplishments

    Certified Quality Auditor (CQA) - ASQ - World Headquarters

    Aviation Lead Auditor Training - Aviation Research Group ARGUS-PROS

    IOSA Conformance Auditor Training - Aviation Research Group ARGUS-PROS

    Application Build for Consultants (ABC) - OneStream Software

    OneStream Architecture: Designing an Application - OneStream Software

Awards

  • Horizon Award - Station of the Year, 02/2013, Billings was named as the Station of the Year over more than 40 other stations in Washington, Oregon, Idaho, Nevada, California, British Columbia and Alberta.
  • Proppy Award - Continuous Improvement, 02/2012, Peer nominated for displaying the Horizon Air Value of Continuous Improvement. Chosen winner out of 6 nominations by a panel of Regional Directors, the Managing Director of Customer Services, and the Vice President of Customer Services.
  • Customer Cup - American Airlines, 10/2016, Cleveland was named top station in Customer Service for the American Airlines system, 3rd Quarter 2016.

Timeline

Audit Production Manager

Aviation Research Group ARGUS-PROS
04.2023 - Current

Director, Project Execution

KTX Solutions, LLC
09.2021 - 03.2023

Senior Manager of Technical Publications

CommuteAir
04.2021 - 09.2021

Manager, Internal Evaluation Program

CommuteAir
07.2019 - 04.2021

Airport Operations Manager

CommuteAir
01.2018 - 07.2019

Supervisor, Parks and Recreation

City of Ashland, Ohio
08.2017 - 01.2018

General Manager

Envoy Air
07.2016 - 05.2017

General Manager

Horizon Air
06.2013 - 01.2016

General Manager

Horizon Air
01.2010 - 05.2013

Customer Services Supervisor

Horizon Air
02.2004 - 12.2009

Customer Service Agent

Alaska Airlines
06.2002 - 02.2004

Premium Services Representative

American Airlines
11.1999 - 10.2001

Senior Sales and Customer Service Representative

American Airlines
03.1996 - 11.1999

Duke University

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Terry BarnettAviation Safety and Operations