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Robert Pannell

Cary, NC
919.671.1103
Robert.Pannell70@gmail.com

https://www.linkedin.com/in/robertpannell/
http://www.RobertPannell.com

SENIOR STATION MANAGER


15+ years of experience delivering $150M in annual enterprise savings; achieved by streamlining individual station teams into a
leading regional organization, especially through station restructuring & customer experience implementations. Customer Service
Scores elevated by nearly 65% y-o-y for individual station. 15+ years of driving operations teams of up to 100 sales agents with
up to 5 offshore resources & 8 outside vendors delivering up to $175M in annual revenues for individual station.

Change Management Process Reengineering Regional Implementation Station Strategy Station Turnaround Merger
Integration Union Negotiations Large-Scale Team Management Manpower Strategy Staffing Models
Staff Development Customer Relationship Building Project Management Lean/Six Sigma

WORK EXPERIENCE
UNITED AIRLINES, Raleigh, NC

2010 - Present
General Manager
Manage $11M budget to direct >100 airport sales agents & 8 vendors to support 25 to 30 on-time flights/ day transporting
between 2400 & 2750 customers yielding $175M total annual revenues.
Station Management
Increased local Profit margin by 29% after lowering overall costs by $3.75M with additional benefit savings of ~$1.5M as
Change Manager negotiating partial outsourcing to vendor contracts & guiding staff through transition
Integration Staffing model adopted for 19 other stations & >1000 more staff upon realization of synergies
Achieved 92% reliability & increased customer satisfaction levels during transition
Negotiated additional layer of leadership into vendor contract
Realized $40M savings across region through an increase in regional hour utilization of 26% by directing a regional Initiative
to ensure all stations are measured along standardized manpower processes & metrics
Spiked by 65% Customer Service Scores y-o-y for station, becoming regional leader with emergence of local pride
Incented staff to demonstrate Above & Beyond attitude especially in stress-rich situations by creating local
rewards program based on individual & overall station customer service metrics
Employee engagement in coaching team members to high performance became cultural norm.
st
Realized cost savings of $225K while gaining 37% increase in baggage performance in 1 6 months of implementation of
Mishandled Baggage Initiative
Ensured additional leadership level solely for baggage initiative when negotiated vendor contract
Developed new process for baggage re-routing by creating accountability chain
Created expectation for active monitoring of every flights baggage to catch errors in time to correct
Handled merger between non-union work group & fully unionized workgroup
Achieved 7.5% savings on $1M, 8-month Terminal Relocation with no customer disruption & on-time completion in spite of
significant scope revisions from UA & CAL merger announced 5 months into project
Directed 35 staff & 5 vendors as Project manager
Provided seamless transition for >1000 customers by planning & attaining required overnight changeover
Enabled migration of 65 UA staff to CAL IT & payroll system & directed training of 100 staff post-merger

CONTINENTAL AIRLINES, Cleveland, OH; Greensboro, NC; Raleigh, NC

1988 - 2010
General Manager
rd
Managed $7M budget to direct staff of 45 airport sales agents & four 3 party vendors supporting up to 18 on-time flights/day
handling between 1300 & 1650 customers yielding >$100M in total annual revenues.
Station Management
Generated $150M in annual savings company-wide after stabilizing regions staffing across seasonal demand fluctuations by
creating Flexible Staffing Model that became company standard
Eliminated need to hire up for peaks & furlough for low demand
Eliminated on-boarding & furlough expenses
Delivered 98% average controllable on-time performance & >95% passenger satisfaction by fostering environment in which
customers experienced high level of customer service

Robert Pannell

Senior Station Executive

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Manage front-line operations to ensure friendly & efficient customer transactions while maintaining safety &
security directives
Completed on-time $500K CAL Facility Move From Terminal B to Terminal 1 Extension with no customer disruption & 15%
savings on budget despite timeline shortened by 17%.
Directed 12 staff & 3 vendors as Project Manager.
Realized additional savings of $65K after sale of equipment from old facility.
Saved $225K annually through contract realignment expanding ability to drive vendor performance by increasing leverage in
negotiations & driving greater accountability through on-site leadership
Bid on contract as single unit after creating airline consortium lowering costs via realization of synergies between
carriers
Became regions 1st station to be fully operationally compliant to new post 9/11 security regulations without outsourcing
additional contracts, negligible delays & >97% employee buy-in
Designed & implemented plan to fully insource passenger & bag security functions until TSA formed
New staffing package created & implemented in 10 days
Training completed for entire work group in 7 days

LIMELIGHT CLEANING, Raleigh, NC


1997 - 2004
Owner
Led aircraft cleaning- maintenance company with up to 10 employees delivering aircraft overnight cleaning contract for
Continental Airlines in Raleigh, NC. Responsible for budgeting, payroll, end of year financials, staff management, contract
negotiation, quality auditing, & employee performance management.
Airline Maintenance Management
Achieved average 98% audit score over 7 years, ensuring full compliance with >100 airline requirements.
EDUCATION
NORTH CAROLINA STATE UNIVERSITY

Raleigh, NC

Master of Business Administration in Marketing Management/Supply Chain Management

NORTH CAROLINA CENTRAL UNIVERSITY

Durham, NC

Bachelor of Arts Degree in Business (Summa cum Laude)


3.88 GPA-- Highest Academic Performance by Senior in the College of Liberal Arts

CUYAHOGA COMMUNITY COLLEGE

Parma, OH

Associate of Arts

COMMUNITY/VOLUNTEER ACTIVITIES
Congregant & Volunteer, Crosspointe Church Community Outreach (2007-Present)
Member, Execunet (2011-Present)
CERTIFICATIONS, PATENTS & PUBLICATIONS

Project Management Professional (PMP), Project Management Institute (2015)


IT - SAP ECC 6.0 Certifications (2012); Practical hands-on experience with SAP ECC 6.0 transaction flow & configuration in
MM, PP, SD, FI, CO, WM & HR modules
Scrum Fundamentals Certification (2014); OSHA 10 Certification (2014)

ADDITIONAL
Software: Microsoft Office Suite; Microsoft Project; Adobe Acrobat; Ariba
Interests: Musician; Guitarist; Music Composing, Recording, & Mixing; Football; Soccer; Skiing; Fishing; Boating; Jet-Skiing;
Coaching

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