Michael O'Connor
Saugus
Summary
Motivated team leader with 30 years of customer service experience and 18 years in aviation/hospitality. Proven track record of delivering projects on time and within budget, driving employee engagement and productivity. Strong leadership, problem-solving, and communication skills with a focus on exceptional customer service.
Overview
19
19
years of professional experience
Work History
Server/Bartender
The Establishment
04.2025 - Current
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Bussed and reset tables to keep dining room and work areas clean.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Served food and beverages promptly with focused attention to customer needs.
Duty Manager, Station Operations
JetBlue Airways
07.2016 - 12.2024
- Oversees day-to-day shift management of the Operations Center
- Develops, monitors and reports metrics to ensure the performance targets for the station are achieved and continuously challenged
- Take a significant role in the recruitment and development of Crewmembers to support the growth and development of the leadership team
- Collaborate with other departments in improving communication and teamwork to drive efficiencies
Operations Controller
JetBlue Airways
01.2011 - 07.2016
- Mentors, coaches and trains team members.
- Identify inefficiencies and made recommendations for process improvements.
- Station point of contact for JetBlue Operations in Boston.
- Build a strong rapport with station Supervisors, business partners, and Leadership.
- Keeping an open line of communication with JetBlue HQ
Operations Coordinator
JetBlue Airways
08.2008 - 01.2011
- Responsible for radio calls and answering phones
- Delay follow up with gate agents/supervisors
- Communicate with AO and GO teams in regards to any changes on their respective flights
- Coordinated Winter Operations
Provisioning
JetBlue Airways
05.2006 - 08.2008
- Kept inventory of all products at the warehouse
- Re-stocked carts and trucks with product to ensure on time delivery to the tarmac
- Catered flights in 2 person teams in a safe, timely and efficient manner
- Kept “grab-and-go” room fully stocked in case of last minute requests from flights on any product
Education
Certificate - Computer Networking
Computer Ed Institute
Somerville, MA01.2002
High School Diploma - College prep/IT
Everett High School
Everett, MA01.2001
Skills
- Strategic planning
- Procedure development
- Team building
- Attention to detail
- Fast Learner
- Efficient Multi-Tasker
- Can type over 50 WPM
- Personable
- Team member support
Timeline
Server/Bartender
The Establishment
04.2025 - Current
Duty Manager, Station Operations
JetBlue Airways
07.2016 - 12.2024
Operations Controller
JetBlue Airways
01.2011 - 07.2016
Operations Coordinator
JetBlue Airways
08.2008 - 01.2011
Provisioning
JetBlue Airways
05.2006 - 08.2008
High School Diploma - College prep/IT
Everett High School
Certificate - Computer Networking
Computer Ed Institute
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