Richard Davis279 S. Millbrook Street, Aurora CO 80018 720-427-4646 cell rldavis1555@gmail.com

Profile: Results driven leader with a strong tenure in the airline industry utilizing a wide variety of skills and expertise dedicated to supporting operationally focused departments. Driven to maximize efficiencies, forecast perfectly and operate succinctly. Expert at budget & human capital forecasting, workforce management, payroll ownership & accountability. Tremendous team player.

FRONTIER AIRLINES, Denver, CO July 1994 – July 2015Several role changes throughout my significant tenure with Frontier.

Administration Manager, Reservations & Customer Service September 2011 - Present Manage and maintain all payroll processing, employee status changes and other Human Resource

issues for two departments with 350 employees across two Centers. Work side by side with various levels of leadership on official downsizing initiatives, requiring

high level of confidentiality, operational knowledge & professional respect. Partner with multiple departments in order to maintain operational integrity, equipment

availability/replacement to ensure no interruption in service.

Manager, Reservations Operations May 2006 – September 2011 Manage a team of eight Workforce Analysts supporting the Reservations and Customer Service

call centers in a multi site/ multi state environment. Responsible for analysis, staffing model, call and headcount forecasting & reporting on all daily,

monthly, yearly operational metrics as it pertains to call flow – including call volume, abandon rate, service levels, average handle time, etc.

Assisted in managing a $24 - 1 -M yearly budget. To include tracking month to month, year over year, with detail or justification on variances. Partnered with Director to present budgets for approval.

Expert in cross functional communication and change management. Member of Disaster Recovery Team where responsibilities includes planning and preparing, in

advance, the entire reservations and customer service operations in the event of an airline incident.

Manager, Reservations Budget, Scheduling & Operations June 2001 – May 2006 Managed a team of X Workforce Analysts supporting the 250 seat Reservations Centers in both

Denver and Las Cruces, NM. Responsible for the business case with finance team to terminate outsourcer and justify the cost

benefit to bring those calls in house to Frontier. Manage and measure cost savings initiatives & impacts – from idea inception all the way through

implementation. Prepared shift bids, employee schedules based on operational performance and forecasting Budget responsibility to prepare, track and explain both financial and operational impacts,

including justification for headcount requests. Attendance tracking of front line and supervisor employees, inclusive of FMLA, ensuring

Frontier remained compliant with federal laws.

Manager, Reservations January 1999 – June 2001 Call Center Operations, managing service levels and revenue generation. Supervisors were direct reports and total agent population of approximately 100 agents. Managed outsourcer relationship; call volume, service levels, quality assurance. Responsible for hiring, training & employee performance issues.

Richard Davis279 S. Millbrook Street, Aurora CO 80018 720-427-4646 cell rldavis1555@gmail.com

Reservations Supervisor July 1994 – January 1999

Began my career with Frontier in first month of their operation. Start up. Responsible for all things call center or operationally focused. Hiring, managing call volume, shift coverage, sales agent performance, IVR’s, schedules. “All

Hands on Deck’ mentality.

AIR WISCONSIN (UNITED EXPRESS), Denver, CO March 1991 – August 1991Customer Service/Operations Manager

ASPEN AIRWAYS (UNITED EXPRESS), Denver, CO May 1979 – March 1991 Manager, Marketing Operations Manager, Statistics Assistant Reservations Manager Reservations Agent

Education: AAS Business Administration State University of NY Morrisville. Morrisville, NY