Peter Workman Email & Phone Number

Opa-Locka, Florida, United States

Promoted and sold the Company’s services and products to aircraft passengers and crew. Handled and coordinated customer service requests in a professional and courteous manner to ensure the best possible service.Processed customer purchases and fuel transactions in accordance with procedures.Ensured that all documentation, receipts, transactions, accounting records, are accurately completed, processed, and forwarded to the appropriate parties.Communicated with customers via telephone, fax, face to face, e-mail, Air Link System, air to ground radio.Received aircraft service orders and direct line service personnel as appropriate to accomplish service requests in accordance with the Customer Service Manual.Assisted pilots with airport, landing, and current weather information.Initiated emergency response procedures for aircraft in urgent or distress situations.Enforced good housekeeping practices through daily inspections of assigned areas for cleanliness, neatness, and compliance with regulations and policies.Responded to vendor, customer, and employee questions/concerns in an efficient and effective manner.

Miami, Fl

Serving in a leadership capacity in three locations. Supporting 12 Leads and 132 Security Coordinators in 12 operational areas on the daily activities as established by the customer’s requirements. Adhering and promoting quality service, compliance with customer specifications and government agency regulations, focusing on safety in the work environment.Assisting in scheduling, ensuring proper coverage and relief in all operational areas. Maintaining security related records, as indicated by local airline customers, FAA, TSA, and union agreement.Reporting daily, weekly, monthly activities to upper management. Supervising training and orientation to all employees. Working with the Regional HR Manager to recruit, hire and retain quality security coordinators. Motivating, counseling Coordinators to improve performance, and encouraging growth within the company. Conducting investigations, issuing corrective actions, terminations when warranted.

Miami, Fl

Managed and motivated 4 Supervisors, 72 Agents.Investigated and promptly advised any security incidents to the Station Manager of Miami, American Airlines Systems Operating Center (SOC), CBP, Dade County Metro Police, Immigrations Customs Enforcement (ICE), and TSA.Implemented and enforced all international security procedures in close alignment with CBP, FAA, and TSA requirements. Recruited qualified security staff. Handled background investigations and executed hiring decisions. Administered initial and ongoing training, handling all performance evaluations. Demonstrated communication skills in delivering daily intelligence security briefings.Identified and developed security agents’ potential leadership qualities, through Lead Agent training and appropriate employee counseling.

Miami, Fl

Directed 3 Supervisors, 6 Operational Coordinators,128 Agents,6 Passenger Service Representatives. Evaluated and critiqued team performance through audits, coach and counselling, customer compliments and complaints, investigations, observations, resolving customer service and operational issues. Accountable for disciplinary actions and terminations.Partnered with U.S. Customs and Border Protection (CBP), TSA, to facilitate a seamless passenger flow through government areas. Examined, audited and developed budgets, closely monitoring spending, strived to continually reduce costs. Strong organizational skills in overseeing 14 Crew Chiefs, 84 Fleet Service Clerks, over a 16 departing and arriving gates area. Maintained a cooperative relationship with the Transport Workers Union (TWU) and Shop Stewards, in resolving issues.