100 Station Road  [Send email to request phone number] 01-1385
Salisbury Mills N.Y. 12577 e-mail 

QUALIFICATIONS

 * 19 years experience in airport operations and airline customer services.
(Over 20 years experience in customer service).
 * Occupation Safety and Health Administration (OSHA) 30-hour Certification,
General Industry Regulations
 * Certified Compliant Resolution Official (CRO) and Train-the-Trainer
Instructor in compliance with DOT regulations (14 CFR Part 382) and ACAA
regarding the nondiscrimination and rights of customers with disabilities in air
travel.
 * 5 years Ground Security Coordinator (GSC) experience mandated by the FAA.
 * 10 years Airline Environmental Coordinator experience. Responsible to respond
to hazardous materials spills or leaks, confiscated dangerous goods items or
other environmental concerns.
 * Various Instructor Qualifications with both foreign and domestic carriers
based on government approved programs in ramp/ground service equipment operations
and airline customer services.
 * Office Skills - PC Equipment (Microsoft Word, Excel, PowerPoint), Airline
Reservations Systems: Sabre, PARS, Amadeus, Timatic (reservations, operations,
cargo and lost luggage services).

EMPLOYMENT HISTORY

July 2009- Independent Consultant
Present Responsible to provide airport/airline ground operations training,
regulatory training and/or assistance to airline or ground handling company
personnel based on need and individual assignments.

January 2005- Corporate Manager Safety, Training & Compliance
July 2009 Worldwide Flight Services HDQ
 Responsible for the development and facilitation of corporate training
materials, internal audits and corporate safety bulletins in accordance with all
government and airline customer standards. Responsible to oversee and monitor the
safety and training performance for a region of approximately 15-20 airport
stations in North America. Required to conduct bi-annual field station quality
assurance compliance audit visits and work with local Management to correct all
deficiencies.

 Responsible for maintaining and monitoring daily performance statistics
reports, safety review discussions and investigations, distribution and
reproduction of training materials and the coordination and facilitation of
various training sessions and instructor certifications with field station
personnel and airline partners. Acted as the sole administrator for the internal
electronic recordkeeping system and various training programs.

Corporate training responsibilities include: Employee Safety (OSHA), Dangerous
Goods Awareness /Security Awareness (FAA), Harassment and Discrimination
Awareness, International Documents, Customers with Disabilities (ACAA),
Management Skills Training and specific airline directed Ramp Services, Customer
Services and procedural training including computer based and hands-on practical
training.

EMPLOYMENT HISTORY (Continued)

January, 2002 - Instructor /Auditor Eastern Region (Passenger Service Region) 
January 2005 Worldwide Flight Services HDQ
Aggressively collected over $1,000,000 in outstanding invoices for region under
the guidance of regional Vice President during 2002. Responsible for maintaining
and monitoring daily and monthly statistical reports. Coordinated the training
and support of 12 American Airlines contract stations for a successful conversion
of computer systems.

Regional auditing responsibilities include: conducting ramp safety evaluations
and operational and financial audits. Regional training responsibilities include:
orientation, Payroll and HR assistance, American Airlines/Eagle passenger service
and Sabre training and general management training.

February 1995- Supervisor of Services/ Lead Agent-SWF
January 2002 Worldwide Flight Services, Newburgh, New York (formerly AMR
Services)
Responsible for airline operations, human resources, payroll, training and
compliance, scheduling, reviewing and coding vendor invoices, coaching and
counseling employees, auditing internal controls, ordering and maintaining
inventory of glycol and cabin service supplies, acting and performing the roles
of Customer Service Manager, Ground Security Coordinator, Security Checkpoint
Custodian, Local Complaint Resolution Officer and Cargo Security Facilitator
under contract with specific airline customers.

September 1990 - Passenger Service Agent/Station Agent-SWF
February 1995 American Airlines Inc., Newburgh, New York
Front line customer service contact including ticketing and passenger check-in,
boarding and deplaning of passengers from a ground level or jet-bridge operation,
baggage service (tracing lost luggage) and weight and balance preparation. 

July 1989 - Purchasing Assistant
July 1990 Mount Ellis Paper Company, Inc., New Windsor New York
Primary responsibilities included order entry/processing, checking inventory,
adjusting counts and scheduling of deliveries. Position required extensive
contact with vendors and suppliers.

November 1985- Acting Manager/Assistant Manager
July 1989 Endicott Johnson Shoes Inc, Newburgh New York and Ansonia,
Connecticut
Responsible for supervising store personnel, providing customer service,
reporting to district office, bank deposits, revenue reporting and maintaining
store inventories. Assigned by District Manager to recruit hire and train new
staff and management for vacant store in Ansonia, Ct. on temporary assignment.

EDUCATION/SPECIALIZED TRAINING

 Complaint Resolution Official TTT Certification
 DOT-14 CFR Part 382 and ACAA
 Open Doors Organization- Jamaica, New York

 Occupational Safety and Health Administration (OSHA) 30-hour Certification
 29 CFR- General Industry Regulations
 American Safety Training Company- Hartford, Connecticut

 Qatar Airways DCS Check- in System/Controller Instructor Certification
 Qatar Airways HDQ- Doha, Qatar
EDUCATION/SPECIALIZED TRAINING (Continued)

 Delta Airlines Ramp/Customer Service/Cabin cleaning and LTA Instructor
Certification
 Delta Training Center- Atlanta, Georgia

 JetBlue Airways Ramp Differences Instructor Certification
 Pittsburgh Airport- Pittsburgh, Pennsylvania

 Continental Airlines Threat and Error Management Training
 Cleveland Airport Training Center- Cleveland, Ohio

 Northwest Airlines Corporate Instructor Certification
 New Hire Ramp /Customer Service, Emergency Response Management, Cargo Basics
 Northwest HDQ- Minneapolis, Minnesota

 WFS Safety and Environmental Management 101
 Worldwide Flight Services- HDQ, Irving, Texas

 American Eagle Airlines- Audit Control and Safety Compliance Training
 American Eagle- HDQ, Dallas, Texas

 American Airlines Ground Security Coordinator (GSC) Certifications
 American Airlines Local Complaint Resolution Officer (LCRO) Certification
 American Airlines Lead Environmental Coordinator Certification
 American Airlines Dangerous Goods Awareness Instructor Certification
 American Airlines Ramp/Cabin Cleaning Instructor Certification
 American Airlines Core and Ticketing New Hire Training (5 week course)
 Flagship University-Dallas, Texas

 Orange County Community College
 Middletown, New York

 Washingtonville High School-Business Curriculum
 Washingtonville, New York

REFERENCES AVAILABLE UPON REQUEST