Robert Mangerino Email & Phone Number

Los Angeles, Ca, Us

Los Angeles Metropolitan Area

• Directs and coordinates department activities and is responsible for running a safe and effective operation, this is accomplished by communicating with managers, peers, and team members, both within my immediate department as well as with other departments, and by administering company policies and procedures. Coordinates various aspects of the operation including scheduling, hiring, and training.• Reviews and analyzes reports, records, and directives, investigates discrepancies, and compiles statistical data for compliance purposes. Ensures compliance with all operations (safety/government requirements) during tour of duty, evaluates team performance through quality control measurements, such as observations, feedback, data and customer complaints and compliments.• Gives directions, resolves problems, and sets deadlines to ensure timely completion of work, resolves operational problems during tour of duty which includes working in the operation during peak or irregular periods, encourages employee teamwork to generate and implement individual and team's best ideas, Coordinates activities of the cabin service team with related activities of other departments to ensure efficiency and economy, Coaches and counsels’ personnel and provides guidance to our team on cabin service and performance issues.• Uses cross-functional teams, generate, and implement quality improvement ideas, Responsible for meeting profitability and cost control goals; monitors budget and spending, actively seeks cost reduction ideas, and monitors lost time.

Los Angeles, California, United States

• Responsible for all aspects of the baggage operation for Alaska Airlines and Horizon Air including monitoring and analyzing trends with baggage handling and making necessary changes when needed, Ensuring the bag room had the necessary resources and personnel training to ensure the successful sorting and delivery of bags to their flights, ensured online and offline transfers were handled efficiently and successfully to ensure a smooth transfer. Investigating baggage fails and developing/implement policy and procedures changes to ensure elimination of future errors, ensuring the delivery of bags to baggage claim within our baggage guarantee was met, reviewed, investigated, and disputed if needed delayed baggage claims.• Managed the Ramp operation ensuring an on-time operation with safety as the top priority. Ensured that all supervisors, leads, and agents had the tools and resources necessary to perform their job function. Worked with my counterparts at Alaska airlines to ensure a seamless operation for our guests. • Investigated any operational failures and ensure corrective actions were put in place and followed to avoid future failures. Investigated employee injuries and looked for corrective actions to prevent future injuries from reoccurring. Issued disciplinary action up to and including termination. Built relationships of trust with the employees to ensure they felt valued and appreciated. Ensured staffing levels were where they needed to be for the operation to be successful. Preformed audits and observations to ensure safety and compliance of our policies and procedures were being followed.

Los Angeles, California, United States

• I managed staffing which included initiating the hiring process when needed, attending hiring events, posting promotional opportunities, interviewing candidates, selecting successful candidates for hire/ promotion. Preparing financial reports and explain variances including labor and non-labor.• Responsible for all aspects of the baggage operation for Alaska Airlines and Horizon Air including monitoring and analyzing trends with baggage handling and making necessary changes when needed, Ensuring the bag room had the necessary resources and personnel training to ensure the successful sorting and delivery of bags to their flights, ensured online and offline transfers were handled efficiently and successfully to ensure a smooth transfer. Investigating baggage fails and developing/implement policy and procedures changes to ensure elimination of future errors, ensuring the delivery of bags to baggage claim within our baggage guarantee was met, reviewed, investigated, and disputed if needed delayed baggage claims.• Held employee meetings and worked with both the company and the employees to ensure a workplace where the employees felt valued and needed. Ran investigations including employee injury, policy and procedure violations and other workplace incidents. Issue performance management such as coaching, issuing discipline up to and including termination and ensuring the agents had the necessary mentoring and training to advance in the company.• Attended company and airport meetings including the interline baggage monthly meeting to represent Horizon Air. I chaired the safety committee and worked with the training department to initiate safety and compliance training and initiatives. Lead multiple projects at the same time while meeting tight deadlines.

Los Angeles, California, United States

• I supervised all aspects of the ground service operation which included supervising agents to ensure arrival and departure goals are met, overseeing aircraft marshalling and positioning, baggage delivery and transfer while promoting Passenger and employee safety.• I was responsible for leading the ground service team captains and ground service agents daily to achieve safety and operational objectives and goals. I ensured all company policies and procedures were being met as well as the company servicing standards. I maintained productive relationships with airport and airline partners as well as other departments within Horizon Air.• I assisted in the hiring of new employees, and helped with their professional development, and assisted with opportunities for personal growth and development. I selected and promoted ground service employees and coached them in operational performance, customer service standards, and their own leadership development.• I communicated the department goals and expectations and provided recognition and accountability for those goals and expectations. I helped in the development and communication of local goals and expectations. I investigated and provided corrective action and follow up for employee injuries and other safety related incidents.

Los Angeles, California, United States

• Lead the Customer Service Agents on shift and was responsible for the success of a team’s ability to achieve the established goals and metrics of Alaska Airlines.• Ensured that the Customer Service Agents followed proper procedures.• Performed leadership duties such as assigning duties for the day, scheduling, and managing the agents within all areas of the operation.• Clerical functions, creating reports and assisting with unexpected passenger needs or complaints.• Served as the chairman of both the safety and ground security coordinator committees.• Preformed timeline and quality audits to ensure our business partners were meeting their goals and metrics.• Oversaw the supply chain for the LAX station (Ordering, Inventory Control and Budget Control) • Served on several project management teams.

Los Angeles, California, United States

• Assisted guests with travel needs (e.g., answering inquiries, ticketing, checking-in passengers, and boarding flights) in a fast-paced environment.• Sold tickets and ensured cabin accommodations.• Performed computer and paperwork tasks.• Evaluated and prepared flights by arranging seat assignments and load, coordinating special meals, and upgrades.• Performed boarding and gate duties (e.g., checking flight tickets, assisting, and directing passengers, making announcements, checking aircraft, and confirming cabin security).• Processed and secured passenger luggage.