Jacob A.

Pavlak
13912 East 107th Ave * Commerce City, CO 80022
224-572-8525 * jp3d1398@westpost.net

EDUCATION
MBA in progress - 3.9 GPA July 2008 to present
DeVry University - Westminster, CO
Concentration: Project Management
Bachelor of Science Degree - With Distinction
August 2000 to December 2004
Purdue University - West Lafayette, IN
Major: Aviation Technology Minor: Organizational Leadership and Supervision
FAA Certifications Earned: Commercial Pilot & Certified Flight Instructor
PROFESSIONAL EXPERIENCE
Supervisor - Customer Service
January 2008 to February 2009
United Airlines
Lead customer service professionals at Denver International Airport - one of Uni
ted's hubs - to increase efficiency and operational performance.
* Maintained an excellent safety record with zero lost time injuries and no airc
raft damages.
* Oversaw daily operations of the Customer Service Center and the concourse to r
educe overtime expenditures by more efficiently utilizing agents.
* Coordinated emergency response to flights with onboard emergencies and/or desi
gnated threats.
* Resolved customer concerns as a Conflict Resolution Official (Air Carrier Acce
ss Act Representative) by remedying any issues and ensuring compliance with the
Act.
* Trained as an Emergency Response Process Coordinator and remained on-call in c
ase of an aviation incident or accident.
* Managed project to deliver station-wide employee appreciation packages.
Supervisor - Planeside Cargo June 2006 to Ja
nuary 2008
United Airlines
Developed a new position to sustainably improve the reliability and profitabilit
y of United's cargo product at O'Hare International Airport.
* Represented the Company during review and grievance hearings with 100% success
.
* Devised and implemented cross-departmental standard operating procedures, whic
h allowed United to better manage weight and balance limitations, and significan
tly increase utilization of available lift.
* Analyzed and improved processes with a cross-departmental team to improve accu
racy of weights, and improve processes for the handling of live animals, live ti
ssue, and dangerous goods.
* Interfaced directly with select customers and sales team to provide direct sup
port from the field and improve customer satisfaction.
* Improvements through my work allowed United to book more cargo to each aircraf
t and charge higher rates for the improved product reliability, leading our stat
ion to exceed cargo revenue goals for 2007.
* Interviewed internal/external candidates for supervisory positions, and provid
ed recommendations for hiring decisions.

Supervisor - Ramp June 2005 to June 2006

United Airlines
Supervised a unionized workforce of up to 65 employees and oversaw the ramp oper
ations of 10 gates at O'Hare International Airport.
* Completed comprehensive management training program and supervised hub operati
ons at SFO, DEN, and ORD over the 14-week training period.
* Reduced overtime costs in my area by over 50% through implementing cross-funct
ional training programs in collaboration with the union and our training departm
ent.
* Mitigated operational issues during Company reorganization process by leading
our employees to assist other departments during times of staffing issues.
* Mentored and trained new ramp supervisors.
Intern May 2003 to August 2003
Chautauqua Airlines
Worked with the Manager of Training to develop and improve classes for our pilot
s and created/published newsletter to brief all pilots on specific operating pro
cedures for cold-weather flying.
Flight Instructor
August 2002 to February 2003
Purdue University
Trained students for FAA Certification as Commercial Pilots with 100% check-ride
success rate.
Midshipman August 2000 to
May 2001
Navy ROTC
Began pilot training while on full-scholarship at Purdue University.

RELEVANT SKILLS
Commercial Pilot
Fluent Typist
MS Office Trained