Darrell James Email & Phone Number

Moncton, New Brunswick, Canada

Halifax, Nova Scotia, Canada

Moncton, New Brunswick, Canada And Ho Chi Minh City, Vietman

I was, unfortunately, laid off from this position and the company due to the ongoing Covid-19 conditions globally.

Moncton, Nb

Shediac, Nb

AmeliaRES / AmeliaDCSBegan as a Business Analyst, then progressed into Implementations, bringing on new clients and now have added Account Manager to the skill set

Responsible for BDL BNA BWI CLE CLT CMH CVG DTW IND MCI MKE ORD RIC RDU STL

Customer ServiceOrganize, direct and manage airport activities at multiple airports relating to passenger, baggage and cargo handlingMaintain company emergency procedures/local airport emergency procedures and ensure employees remain current with said proceduresMonitor station OTP/delays daily and follow up with corrective actionReview and provide recommendations for station schedule changes and participate in internal unstacking meetings to provide constructive feedbackUnderstand, support and communicate departmental / corporate direction in a timely mannerManage frontline CAW staff at multiple locationsIdentify employees’ needs / requirements for product knowledge and ensure relevant information is availableDevelop annual station business plan / budget and manage expenses to approved planPrepare monthly expense variance reportsEnsure financial self audits are completed and submitted in a timely fashionReview Transport Canada Security Audits of local screening procedures and direct correction of any reported deficienciesDevelop and maintain relationship with local Airport Authorities and ground handlers providing services to the companyDevelop a full understanding and manage all aspects of the CAW Collective agreementOpening service in new US stations

SME for the AmeliaRES product from Intelisys

Airports

Subject Matter Expert for the "Regional or Air Canada Express" environment for the development of the new or proposed reservations system that was being considered by Air Canada at the time. This was call the Polaris project and Air Canada was involved with an IT firm to develop a new Computer Reserviations and Airport Check-in System. I have extensive knowledge of reservations systems, IATA formats, policies and procedures

Airports (Project Polaris – Seconded to AC)Authored and defined the Business rules as they pertain to the airport environmentProvided workflow expertise for the Reservations GUI and the Airport GUIDeveloped channel specific rules for the Web interfaces and the Self Service Device interfacesProvided decisions on the business scopePerformed cursory tests and approvals of the pre-releases of the productSupported and provided direction to testing team during the User Acceptance testingDefined the workflows in the airport environment for the programmers and developers to explain “real life" scenariosAssessed and recommended training needs for the airportsSigned off on the functionality of the specific units as it pertains to the airportSingle and only point of contact for Jazz on the project providing timely updates to the Jazz Sr. Executive Management

Customer Service and Cargo DeliveryDeveloped and maintained all airport polices, processes and procedures and ensured that they were being adhered toMaintained and administered all regulatory compliance requirements Advisor to the Jazz Airports Training DepartmentConducted and assisted in station financial procedural & cargo auditsLiaised with Customer Advocacy (Customer Relations) Identified, determined and advised Customer Service Agents, Senior Leads, Area Managers, Regional Managers and Directors of any needs and/or requirements for product knowledge and ensured all relevant information was made available.Created baggage polices and processes for baggage handling at peak times; i.e. Christmas, school breaks, sporting events (Olympics) and hunting seasons throughout CanadaDeveloped and maintained the Jazz Cargo Operations Manual Cargo representative on the Emergency Response Team (24/7 responsibility)

Montreal, Canada Area

On the project team, creating a new XML based airline reservations system plus airport departure control system

Responsible for the day-to-day deployment of Customer Service Agents at Vancouver International Airport (Canada’s Second Largest Airport)Created the daily rosters for all areas of the airport including, ticketing, check-in, special services, gates, boarding and meet agents.Created the daily gate plots for aircraft and staff deploymentAdjusted agent duties due to operational delays, irregular operations occurred and staff shortagesInteracted daily with the Customer Service Agents, Customer Service Managers, Ramp and Baggage Managers and other operational management at the airport

Responsible for the development of changes and enhancements to the RESIII Computer Reservations System as it pertained to the Airport Environment (known as DCS - Departure Control System)Liaised between various departments, including; Commercial, Law and Operational groups and the programmers to ensure that both the internal and external customer needs were being metCreated, executed, verified, and implemented test plans and test results in various test systems. Ensured that the enhancements were correctly loaded into the live operation RESIII system.Ensured that the timelines for each project were being adhered toAssisted in the design and testing of new products at Air Canada. These included: Self Service Check-in devices, Electronic ticketing between Air Canada and other global airlines

Met or exceeded revenue per ASM (Available Seat Miles) and RPM (Revenue Passenger Miles) and other various targets that were set by the Marketing departmentOptimized seat inventory allocations using various reports that were run nightly and weekly, one of which was the ABR (Advanced Booking Report) Forecasted ongoing seasonal passenger demandProduced and analyzed management information reports

Customer Service Support & TrainingCreated all training curriculum for Air Ontario Customer Service Agents & Cargo AgentsDelivered training programs, both initial new hire and recurrent, to all Customer Service Agents & Cargo AgentsOpened new stations that Air Ontario started servicing. This included: facilities, computer and equipment requisition, initial paper and stock supply set up, contact with local airport authorities and government officials staff selection and training.Seconded to Air Canada for UAT testing and implementation of the Air Canada RESIII computer reservations system; represented Air Ontario as well as the 4 other Regional Carriers. Developed the RESIII training for all employees and ensured that the company was ready for cutover.Performed cost benefit analysis for various hardware installations in new and existing stationsPerformed UAT testing for Air Canada Cargo “Totem” system and developed specialized training for Air Ontario cargo agents

Arranged travel for various corporations that were clients of the travel agency using a multitude of computer reservations systems, accounting programs and data collection systemsAssigned as lead Travel Consultant in the office for the Canadian Government contract