Todd Tanner
Aurora,CO
Summary
Dedicated airline professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Noted for meticulous attention to detail with a proven record of meeting financial and operational performance goals while being recognized for the development of new processes that consistently meet company and regulatory requirements. A team player who demonstrates persistence, has the ability to creatively solve problems, and leads by example.
Overview
35
35
years of professional experience
20
20
years of post-secondary education
Work History
Mgr - ATW & SOC Execution
United Airlines
Denver, CO
10.2020 - Current
- Lead the transition from a Zone Control management structure in our Hub SOC's to a POD structure and back to a Zone Management structure.
- Drove change management needed across several divisions to successfully implement United Ready.
- Supported the design and implementation of Hub Station Operations training course.
- Updated the Station Operations Manual (SOM) with accurate content, resulting in improved company and regulatory compliance
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Accomplished multiple tasks within established timeframes.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Recruited and hired top performers to add talent and value to department.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
Manager
United Airlines
Denver, CO
06.2014 - 10.2021
- Responsible for pre-planning next day flight gating to follow designed flight schedule and for coordinating irregular flight schedule activities
- Serve as the primary liaison with NOC Dispatch and Ops Managers regarding real time updates to the Hub schedule including requests for aircraft changes to drive above goal performance levels
- Provide consistent, ongoing strategic gate planning communication and operational updates with all departments
- Serve as the primary management control oversight of gate planning and daily schedule integrity while ensuring local station requirements are met
- Manage operational integrity during both controlled and uncontrolled operating environments
- Responsible for supporting the station safety and security culture through strategic communication
- Responsible for completion of various shift reports, and support the SOC Manager in their reporting requirements
- Assume the duties of the SOC Manager on a temporary basis
- Manage all training initiatives for the SOC, ensuring company requirements are consistently met
- Facilitate the development, and support the implementation of structured training courses
- Support, coach, engage and develop direct reports
- Instruct cross-departmental teams on United’s Corporate Safety Management System and CAPA Tracker training initiatives, in addition to receiving a 10 Hour General Industry Safety and Health certification
- (OSHA 10)
- Remain current as a Ground Security Coordinator, serving as the primary liaison to the NOC security desk and providing guidance on security related issues.
AO Zone Control – Supervisor
United Airlines
Denver, CO
06.2014 - 08.2016
- Researched flight delays and provided feedback to area leadership in order to determine root cause and identify changes required to prevent future flight delays
- Successfully supported standard work and continuous improvement processes by developing and prioritizing a tactical plan in order to address issues within my area of responsibility
- Provided leadership and exceeded operation goals during deicing events by successfully coordinating vendor and ramp tower activities
- Developed and implemented SOC training initiatives in order to provide additional tools that increased job knowledge, efficiency and performance
- Trained new hire employees through instructional and on the job training for all areas of Zone Control
- Upgraded into the Shift Manager and Gate Manager roles on a temporary basis
- Coordinated diversion recovery efforts by being in constant communication and providing support to local leadership and outside vendors during extreme weather events
- Preplanned and managed all flight activities, including customer boarding, baggage processes, fueling, cleaning, catering, tech ops and general aircraft servicing within established reliability goals
- Effectively managed through all irregularities such as weight restrictions, MST, cancelled flights, gate changes, medical emergencies, weather and ATC delays, and facility issues
- Provided instruction in Accident and Incident Investigation training, which increased job knowledge and brought a heightened awareness of safety, security and investigation processes and procedures.
Customer Service Director
United Airlines
Buffalo, NY
10.1995 - 06.2014
- Participated in Special Assignments which provided technical and contractual guidance that achieved operational performance goals and standards
- Reversed ongoing staffing overages by working closely with department heads and identifying and implementing changes that met Company requirements while considering employee productivity and moral
- Successfully developed, prepared, and maintained work schedules for customer service and ramp functions utilizing flight schedules, volume data, and staffing guidelines
- Was instrumental in automating and overseeing overtime call needs and log books in order to meet both the Company manpower requirements and union agreements
- Communicated effectively with the NOC, tech ops, inflight, ramp service, and customer service as well as our United Express partners in order to consistently meet operational performance goals
- Performed aircraft weight and balance calculations, passenger and ramp planning, and related station operations control tasks including security entry and validation, as well as paper retention
- Monitored the SSD to ensure continuous progress in on time performance and baggage handling goals
- Provided DSTG staging guide instruction and on the job training to ramp service co-workers
- Performed as a Team Leader of airport operations on a temporary basis.
Customer Service Representative
United Airlines
Buffalo, NY
06.1992 - 10.1995
- Assisted customers with quoting fares and schedules, making reservations, issuing tickets and cash/credit handling transactions
- Assisted customers with baggage check-in, flight check-in, and boarding
- Resolved disservice situations including claims for lost or damaged luggage
- Rebooked passengers during irregular operations
- Effectively managed overbooked flights according to company guidelines.
Reservations Sales and Service Representative
United Airlines
Sterling, VA
10.1990 - 06.1992
- Communicated information to customers regarding fares, schedules, routings, travel documents (Visa/Passport, etc.), flight arrival and departure times in a pleasant and courteous manner
- Resolved customer conflicts that required handling or service
- Booked flight reservations and arranged for ticketing and other special services
- Notified customers of flight irregularities and changes in schedules
- Assisted travel agents with reservations, seat assignments, and special requests.
Education
Airline/Travel and Tourism
Pittsburgh Technical Institute the Boyd School
High School Diploma - undefined
Forestville Central School
Skills
Policies and procedures
undefinedTimeline
Mgr - ATW & SOC Execution
United Airlines
10.2020 - Current
Manager
United Airlines
06.2014 - 10.2021
AO Zone Control – Supervisor
United Airlines
06.2014 - 08.2016
Customer Service Director
United Airlines
10.1995 - 06.2014
Customer Service Representative
United Airlines
06.1992 - 10.1995
Reservations Sales and Service Representative
United Airlines
10.1990 - 06.1992
Airline/Travel and Tourism
Pittsburgh Technical Institute the Boyd School
High School Diploma - undefined
Forestville Central School
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