Jay Fulmer Email & Phone Number

North Royalton, Oh, Us

Chicago, Il, Us

Chicago, Il, Us

- Managed face covering policy implementation and exception process for Airport Operations- Led International Document Requirements changes due to Covid-19 - Supported EWR station for improved lobby performance- Developed and launched eLearning for International Document Checks (Covid-19 requirements)- Advocated for and influenced Travel Ready Center enhancements and prioritization- Led re-design of Ramp (RSOC) and Customer Service (CSOC) positions within the Operations Center to include Roles & Responsibilities and design/delivery of training- Supported launch of new Customer Service tool (Jet) for Check-in and Reservation Management- Implementation of hubs Station Operations Center restructure with reduced staff due to Covid- Led training and communication of United Ready program for Station Operations- Led coordination of Airport Ops support for Contact Centers to keep call wait times down- Championed work to introduce new Diversion management functionality, allowing station to remove or add customers at diversion point (launching DEC 8, 2021) - Influenced creation of Travel Ready Boarding Pass Indicator and Travel Ready list in employee tools- Supported miscellaneous efforts related to Change Fee removal, Pet in Cabin program, Basic Economy

Chicago, Il, Us

- Played key role in mass Aircraft Parking effort - working with Corporate Real Estate for identification of parking locations (terminal, remote, and airfield) and associated tool updates- Led integration of parking location data into Operational Database to align across applications - Led Diversion Management initiative for Aircraft Ground Handling (AGH) tool deployment, Station Diversion Readiness Checklist refresh, and alignment across SOC and NOC teams- Managed Station Operations Work from Home and Split Ops program (cameras, radio/phone, and core applications for a remote hardware kit)- Led introduction and training efforts for MS Teams across Station Operations- Led Roles & Responsibilities work for Field Ops Support (FOS) team creation- Led Content design and training delivery for new Field Ops Support team- Led expansion of RealTime Stands gate management to key line stations - Led training development and delivery for several Operations programs

Chicago, Il, Us

- Assumed PM role for gate management tool replacement project- Developed structured change management plan for project implementation- Led deployment of RealTime Stands to all United hub locations- Led Flight Information (FLIFO) Compliance initiative- Continued development of Station Operations Initial Training Program content- Prepared team members for promotion opportunities and supported their development- Led project to replace Ground Staffing Tool from requirements through contract negotiation (halted due to COVID pandemic impact)- Participated as Mentor in the Mentoring Together Program

Chicago, Il, Us

- Developed and communicated policies and procedures for station operations centers in airports across the system- Designed curriculum and training materials for new technology tools- Developed official stand-alone business manual for Station Operations- Developed content for new hire initial training program for Station Operations employees- Core member of first De-Escalation Program - led resolution of many high profile incidents- Led Change Management plan for new Gate Management system launch- Partnered with Station Operations Execution team on several key projects

Chicago, Il, Us

- Fostered teamwork, built quality relationships, and supported team development in Corporate Support Center environment- Advocated for airport colleagues to ensure that tools and policies took into account the user and customer experience- Drove initiatives to address challenges faced in the airports affecting service delivery and recovery- Trained, deployed, and supported customer rebooking tool launch- Educated coworkers on service standards - Led Airport Operations recognition programs- Led re-design of Customer Service and Ramp uniform program (included redesign of key uniform pieces)- Advocated for Airport Operations for new uniform provider program, and led employee listening sessions

Chicago, Il, Us

- Developed, deployed, and trained new gating applications at FLL, AUS, SAT, DCA, and SNA airports- Led ground handler change for several airports to include training of new and transitional employee teams while maintaining station performance - Co-facilitated Station Operations functions classroom training courses- Developed sites and supported migration to SharePoint at several hubs and line stations

Chicago, Il, Us

- Led the station across all divisions for the planning, coordination and execution of daily operations schedule- Developed and communicated action plans to limit disruptions during irregular operations- Acted as department leader responsible for employee training, performance and development, as well as department staffing- Managed station communications, alerts and facilitation of operational reviews/meetings across all departments- Designed, developed, and implemented several business applications including SharePoint, Gate Management Software, Microsoft Access databases, and other internal Station Communications tools- Gained proficiency in Microsoft Excel, Microsoft Access, SQL, and Microsoft SharePoint through self-teaching- Led critical business changes including IT system migrations, hourly to management role transitions, Policy and Procedure changes, and induction of new airline partnerships- Redesigned station Emergency Response plan, and served as Incident Commander for multiple drills- Served as United Liaison to City of Cleveland Emergency Command Center during severe weather events and response drills- Participated as core member of Station Operations Standard Work and Training team- Developed Operations Manual and Operations Training Program for station

Chicago, Il, Us

* Drove daily delivery of clean, safe and reliable product from a customer service perspective* Handled employee attendance, performance, and satisfaction issues* Ensured that on-time performance goals were met* Managed Customer Service Lead (CSR) program and Staffing Coordinator Office* Developed and optimized Lead and Agent shift bids to increase efficiency while incorporating employee input* Acted as Liaison with CAL Business Partner Airlines – ExpressJet and Commutiar* Ensured integrity of Operational Delay reporting* Ensured customer service incidents and ground security events were handled promptly, appropriately, and completely* Ensured Customer Service team was equipped with the tools and resources with which to provide quality customer service

Chicago, Il, Us

* Ensured consistent delivery of quality service by anticipating operational needs* Collaborated with other departments to resolve issues and maximize performance* Solved customer service problems proactively to minimize and recover from service disruptions* Communicated openly and honestly with customers* Led by example to encourage and reinforce positive performance for Agent group

Chicago, Il, Us

* Ensured timely completion of customer ticketing, check-in, boarding, and departure* Proactively planned and communicated action plans to prevent or recover from service disruptions* Acted as first level problem solver for customer and operational issues* Performed ticketing transactions, customer boarding, and flight processing/closeout actions

* Managed team of cooks, servers, hosts, bussers, and bartenders to ensure timely delivery of quality food and service products* Fulfilled guest needs and promoted teamwork among employees, resolved customer complaints* Scheduled and trained staff of up to 50 servers* Performed daily/weekly financial closeouts and paperwork to track sales, payroll, product and labor cost, and inventory

Bachelor Of Arts (Ba), Biology/Biological Sciences, General

Diploma, Applied Electronics Technology