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Chris Klein
Resume
Achievements
Experience
Education
Contacts
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Experience
Innovative Operational and Project Manager with more than 15 years of
experience. Initiated and led innovative, award-winning large-scope
operations programs that dramatically improved efficiencies, reducing
costs in extremely competitive markets. Managed projects to improve
operational performance, including construction and security for highly
complex multi-agency initiatives. Negotiated cost-effective solutions,
exceeding goals and objectives. Increased customer satisfaction and
employee morale. Recognized as a skilled problem solver, articulate
communicator, and respected team player with impeccable interpersonal
skills.
Owner,
Project Management, IT Development and Construction Services
CP&L Services
Mesa, Arizona 2007 to 2009
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Project management, IT business
and home improvement solutions.
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Consulted with businesses on
supply chain solutions using technologies to improve performance.
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Managed IT development,
construction, home- improvement projects and home inspections.
Operational
Management, Project Manager, and Business Analyst
Southwest
Airlines Phoenix, Arizona 2005 to 2007
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Motivated employees to the highest degree of Customer
Service while encouraging confidence and self development goals.
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Establish goals, monitor work/work flow, and evaluate
results to ensure that departmental and organizational objectives
and operating requirements are met; and that all objectives coincide
with the strategic objectives of the over-all organization.
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Maintained business relationships with Airport
Authorities, Government Agencies, contractual services and other
related professional organizations.
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Negotiated facilities, properties, and construction
projects to decrease costs, and reduce interruptions to normal
operations.
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Assembled and managed project teams consisting of
internal staff and external contractors and allocated resources
between multiple projects to juggle timelines and meet deadlines.
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Create logical, comprehensive and innovative
solutions to complex problems.
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Identify options for potential solutions and assess
them for both technical and business suitability and feasibility.
Translate business requirements into functional requirements.
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Document and analyze required information and data.
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Communicate needed changes to development team;
facilitate meetings to review business and functional requirements.
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Facilitated an airport improvement team charged with
performance improvement goals and standards: the teams results
included improved operational safety, aircraft on-time performance,
Customer service, baggage handling performance, budgetary and
revenue goals.
Operational
Management, Project Manager, and Corporate Training Instructor
Southwest
Airlines Phoenix, Arizona 1887 to 2005
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Developed and fostered a Safety First culture,
established expectations for a safe and clean working environment,
held all employees responsible for adherence to safe work practices
and behaviors.
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Analyzed
staffing levels to meet performance standards and goals. Developed,
executed and managed quality improvement initiatives.
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Worked with department heads to ensure coordination
of the total operation a timely and cost efficient manner.
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Trained and familiar with all airline regulatory
compliance standards including Title 14 CFR, CRO, ACAA, ADA, GSC,
AOSSP, Security Directives, OSHA, MPM and most other regulatory
compliance standards.
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Liaison to the TSA and Airport authorities to create
policy, coordinate, and develop training processes in Emergency
Planning, Disaster Recovery, Security Breach Procedures and
equipment changes in the improvement of the airport and Customer
experience after 9/11.
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Managed multiple airport IT developments,
construction projects and contractual activities.
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Created test cases, performed and managed end-user
testing, user acceptance, provided functional and technical
documentation, and training.
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Executed and maintained program management processes
and disciplines in the areas of: program schedule, quality,
communications, human resource, cost, procurement, risk and change management.
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Assisted in the development of the aircraft
Electronic Weight and Balance system (EWB) that improved
performance, increased passenger and cargo revenues while improving
aircraft utilization.
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Designed and patent an airport security screening
system used by the TSA that increased efficiencies at airport security
checkpoints while reducing Customer wait times.
Operations
Supervisor, Project
Manager, and Operational Schedule Manager
Southwest
Airlines Phoenix, Arizona and Los Angeles, California 1988 to 1997
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Coordinated strategic planning for an expanding
operation with more than 200 daily flights
and 3,500 employees.
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Responsible for cost effective operation, to deliver
a safe on-time performance and promote high quality Customer
Services.
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Mentored
staff for the Ground
Operations Team; evaluated performance and initiated corrective
action as required.
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Established and maintained positive community
relationships.
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Monitored expenses, reviewed operational budget and
initiated corrective action as required.
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Ensured daily operations are consistent with CFR,
FAA, OSHA and local regulations; BEST practices; company policies
and procedures.
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Experienced with employee groups in collective
beginning agreements and performance interaction to maintain an
efficient operation.
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Assembled and managed project teams consisting of
internal staff and external contractors and allocated resources
between multiple projects to juggle timelines and meet deadlines.
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Assisted in the development of the Operations
Terminal Information System (OTIS), an operational systems to
evaluate airline operations in multiple "real-time" scenarios.
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Assisted in the development of the Gate Reader
project for scanning Customer tickets and releasing funds for travel at airport boarding gates.
Customer
Service and Operations Agent Southwest Airlines 1985 to 1988
Los Angeles
and Ontario, California
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Maintain special care, attention, assistance to all
Customers needs and coordinated all station flight activities.
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Performed weight and balance, flight preplanning,
communications and weather briefings.
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Shop Steward for Ramp Operations Provisioning
Association (ROPA).
Station Agent
Jet America Airlines 1984 to 1985
Long Beach,
California
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Maintained special care, attention, assistance to all
Customers needs and baggage service handling.
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Customer service, ground handling, operations and
catering.
Station Agent
Frontier Airlines 1983 to 1984
Los Angeles,
California
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Maintained special care, attention, assistance to all
Customers needs and baggage service handling.
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Customer service, ground handling, operations and
catering.
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