Bill Ontiveroz
Buckeye
Summary
Senior Airport Operations Leader with extensive expertise in Ramp Operations and Customer Service. Achieved station goals through effective Finance Program management, Process Improvements, and strong Security and Union relations. Focused on fostering collaboration and developing relationships to drive loyalty and growth.
Professional with high standards and results-driven approach, bringing valuable experience in time management and team coordination. Known for fostering collaboration and achieving goals through adaptable strategies. Exhibits strong organizational skills and reliability that meet evolving needs.
Overview
29
29
years of professional experience
Work History
Full-Time Supervisor of Airport Operations
United Airlines
02.2020 - Current
- Supervisor Airport Operations
- Supervised all aspects of airport operations, including personnel managing specific areas of operations. Oversee ramp and customer service aspects of the operation to ensure daily goals are met, coach and mentor personnel. Monitored vendor operations to ensure compliance with United Airlines standards. Security of all United aircraft and all sterile areas. Aircraft staging planning with the City Of Phoenix. Liaised with common use airlines to coordinate operational activities.
- Supervised timekeeping processes to ensure compliance with company policies and labor regulations.
- Coordinated staff schedules to optimize operational efficiency and meet staffing needs.
- Implemented time management systems that improved accuracy in payroll processing.
Lead Customer Service Representative
United Airlines
09.2017 - 09.2020
- Executed passenger communication, boarding announcements, traveler rebooking, ticket pricing and sales, and vendor coordination to deliver consistent and high-quality customer service for internal and external clients. Conducted daily audits which included OVS reports, CSVs and ETCs for the station. Examined variances found in audits and advised station management on necessary corrections.
- Led team in delivering exceptional customer service experiences across multiple channels.
- Streamlined complaint resolution processes, enhancing customer satisfaction and loyalty.
- Mentored staff on best practices for effective communication and conflict resolution.
Upgrade Supervisor Airport Operations
United Airlines
11.2018 - 02.2020
- Resolved customer inquiries and complaints, ensuring high satisfaction levels through effective communication.
- Assisted passengers with flight changes and bookings, adapting quickly to dynamic travel scenarios.
- Implemented feedback mechanisms to identify areas for improvement in customer interactions and services.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Cross Utilized Customer Service Agent (Line)
United Airlines
05.1997 - 09.2001
- Communicated with passengers, made boarding announcements, rebooked disrupted travelers, priced and sold tickets, and coordinated with multiple vendors to ensure consistent customer service.
- Promoted from Airport Sales Agent to Supervisor of Airport Operations. Oversaw daily operations for one of UA’s largest line stations, addressed customer complaints, and supported co-worker motivation to fulfill staffing requirements.
- Resolved customer inquiries regarding flight schedules, baggage policies, and ticketing issues.
- Assisted passengers in navigating online booking systems and self-service kiosks.
- Coordinated with ground staff to ensure timely departures and arrivals.
Education
No Degree - Pre-Law
Texas Tech University
Lubbock, TXSkills
- Airport Operations
- Ground Security Coordinator
- Regulatory Compliance
- Airport Safety Standards
- Resource Planning
- Operational Efficiency
- Budget Management
- Staff Scheduling
- Team Building
- Mentoring staff
- Time management expertise
- Delegation
- Customer service
- Verbal and written communication
Additional Credentials
- Microsoft Office (Word, Excel, Power Point, Outlook)
- Training and Development, Standardization and Evaluation, Team Building
- Airport Operations Resource Planning ATW/BTW
- United Airlines Attendance Policy and Procedures
- IAM Grievance process
- United Airlines Safety Action Team
Languages
Spanish
Native or Bilingual
Timeline
Full-Time Supervisor of Airport Operations
United Airlines
02.2020 - Current
Upgrade Supervisor Airport Operations
United Airlines
11.2018 - 02.2020
Lead Customer Service Representative
United Airlines
09.2017 - 09.2020
Cross Utilized Customer Service Agent (Line)
United Airlines
05.1997 - 09.2001
No Degree - Pre-Law
Texas Tech University