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Pavlak
13912 East 107th Ave * Commerce City, CO 80022
224-572-8525 * jp3d1398@westpost.net
EDUCATION
MBA in progress - 3.9 GPA July 2008 to present
DeVry University - Westminster, CO
Concentration: Project Management
Bachelor of Science Degree - With Distinction
August 2000 to December 2004
Purdue University - West Lafayette, IN
Major: Aviation Technology Minor: Organizational Leadership and Supervision
FAA Certifications Earned: Commercial Pilot & Certified Flight Instructor
PROFESSIONAL EXPERIENCE
Supervisor - Customer Service
January 2008 to February 2009
United Airlines
Lead customer service professionals at Denver International Airport - one of Uni
ted's hubs - to increase efficiency and operational performance.
* Maintained an excellent safety record with zero lost time injuries and no airc
raft damages.
* Oversaw daily operations of the Customer Service Center and the concourse to r
educe overtime expenditures by more efficiently utilizing agents.
* Coordinated emergency response to flights with onboard emergencies and/or desi
gnated threats.
* Resolved customer concerns as a Conflict Resolution Official (Air Carrier Acce
ss Act Representative) by remedying any issues and ensuring compliance with the
Act.
* Trained as an Emergency Response Process Coordinator and remained on-call in c
ase of an aviation incident or accident.
* Managed project to deliver station-wide employee appreciation packages.
Supervisor - Planeside Cargo June 2006 to Ja
nuary 2008
United Airlines
Developed a new position to sustainably improve the reliability and profitabilit
y of United's cargo product at O'Hare International Airport.
* Represented the Company during review and grievance hearings with 100% success
.
* Devised and implemented cross-departmental standard operating procedures, whic
h allowed United to better manage weight and balance limitations, and significan
tly increase utilization of available lift.
* Analyzed and improved processes with a cross-departmental team to improve accu
racy of weights, and improve processes for the handling of live animals, live ti
ssue, and dangerous goods.
* Interfaced directly with select customers and sales team to provide direct sup
port from the field and improve customer satisfaction.
* Improvements through my work allowed United to book more cargo to each aircraf
t and charge higher rates for the improved product reliability, leading our stat
ion to exceed cargo revenue goals for 2007.
* Interviewed internal/external candidates for supervisory positions, and provid
ed recommendations for hiring decisions.
RELEVANT SKILLS
Commercial Pilot
Fluent Typist
MS Office Trained