Martin Jorge
Toronto,ON
Summary
Seasoned Operations Manager and talented leader with 5 years of aviation experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
15
15
years of professional experience
Work History
Manager of Operations, Airside
Air Canada
01.2023 - Current
- Supervise both unionized and non-unionized employee groups
- Manage a team of 72 shift Managers and 2000+ employees while promoting safety and establishing metrics of performance to key holders
- Responsible for overall ground handling operation which includes towing, baggage handlers, ramp supervisors, equipment, and connection departments
- Review and respond to local union grievances in timely matter
- Identify and resolve unauthorized, unsafe, or ineffective practices.
- Oversee all matters of operations – staffing levels, towing, baggage handling, ramp supervision, equipment management, and airside connections
- Provide daily reports to senior management
- Work with stakeholders to ensure timely delivery of baggage; GTAA, DNATA, Swissport, etc
- Create operational plans based on projected flight schedules; coordinate with manpower planners to forecast required staffing levels
- Administer follow-ups with all safety incidents and submit executive summary reports to Transport Canada
- Create bulletins to be communicated to frontline employees
- Create training plans, documents, and track qualifications for management
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Customer Experience Manager
Air Canada
04.2018 - 12.2022
- Managed a team of 50+ employees to ensure accurate and timely baggage delivery in International/USA/Domestic baggage and connections department
- Establish and maintain safe working environment to support employee well-being while ensuring on-time performance and meeting accuracy targets
- Ensure staffing requirements are met by maintaining employee roster and adjusting for last- minute scheduling developments
- Monitors employee performance over 6-month period in unionized environment, utilizing standardized processes to conduct coaching or correction when necessary
- De-escalate internal conflicts, maintaining impartiality to determine solutions suited to employee needs while upholding productivity and customer experience standards
- Performs daily audits to ensure adherence to safety protocols for equipment and operational procedures
- Coach employees on appropriate safety processes and filing incident reports when necessary
- Acting Baggage Manager of Operations to cover vacancies/vacation breaks.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Supervised day-to-day operations of busy aircraft cargo handling facility.
- Maintained compliance with airport and airline policies and baggage weight restrictions to protect passengers, crew, cargo and aircraft.
Pricing Associate
Benchmark Trade Solutions
08.2017 - 04.2018
- Handled 200 calls/emails per day to address customer injuries and concerns
- Responsible to source and complete all spot quotes as required while ensuring profits are maximized and minimum targets are obtained
- Responsible for sourcing, creating, and executing freight management programs
- Responsible for ensuring processes and procedures in place for individual customers are being followed and that any changes are updated accordingly.
Dispatcher (Contract)
Winter Road, Det'On Cho Logistics
01.2017 - 04.2017
- Kept register of drivers, loads, and weight scale tickets
- Timely dispatching of truck convoy; assist clients with issues on the dispatch system
- Maintained safe and clean work environment, including dispatch yard
- Performed general office duties such as filing orders, driver records, and recording safety incidents
- Supported drivers with any inquiries or concerns.
Customer Service Manager
Walmart
10.2008 - 11.2015
- Ensured compliance with Company's procedures regarding Customer Satisfaction Cards (CSC's) and Competition Ads
- Provided friendly work environment for Associates and Customers
- Received customer complaints and resolves complaints when possible
- Corrected register errors when necessary/required
- Follow and train associates on the “One Best Way” standards of practice
- Responding to CSM alerts on the handheld promptly
- Providing coaching and training feedback to associates
- Assigning cashiers to registers and managing breaks of associates as required
- Communicated with management and sales floor associates to maintain Front-End coverage
- Resolved customer disputes and concerns, using good judgement to make decisions.
- Adhered to all company policies and standard operating procedures.
Education
Diploma - Business Administration
Aurora College
Yellowknife, Northwest Territories04.2016
Skills
- Safety Awareness
- Overseeing Employees
- Overseeing Logistics
- Training Programs
- Regulatory Compliance
- Departmental Operations
- Incident Management
- Employee Evaluation
- Tracking Metrics
- Natural Leadership
Timeline
Manager of Operations, Airside
Air Canada
01.2023 - Current
Customer Experience Manager
Air Canada
04.2018 - 12.2022
Pricing Associate
Benchmark Trade Solutions
08.2017 - 04.2018
Dispatcher (Contract)
Winter Road, Det'On Cho Logistics
01.2017 - 04.2017
Customer Service Manager
Walmart
10.2008 - 11.2015
Diploma - Business Administration
Aurora College
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