Ryota Hiraishi
Denver
Summary
Operations-focused aviation professional with experience leading customer service, crew scheduling, and airport operations in fast-paced hub environments. Skilled in real-time problem solving, gate and schedule coordination, and cross-department communication. Proven ability to manage irregular operations, analyze operational trends, and guide frontline teams to deliver safe, efficient, and on-time performance.
Overview
4
4
years of professional experience
6
6
Certifications
Work History
Customer Service Supervisor
United Airlines
Denver
10.2024 - Current
- Lead and develop front-line teams to ensure consistent customer service and on-time operational performance.
- Monitor real-time metrics, address process failures, and take corrective action to maintain service integrity.
- Coach employees on safety, service standards, and procedural compliance to support performance improvement.
- Implement standard work practices and continuous improvement initiatives to strengthen operational reliability.
- Collaborate with internal teams and vendor partners to meet shared operational and service goals.
Airport Operations Supervisor
Frontier Airlines
Denver
01.2023 - 06.2024
- Supervised crew scheduling team and oversaw operational planning and execution during daily operations and IRROPS.
- Coached team members on performance, problem-solving, and adherence to procedures.
- Coordinated with SOC, Dispatch, Flight Ops, In-Flight, and cross-functional stakeholders for efficient operations.
- Analyzed and reported operational data to support continuous improvement initiatives.
- Developed recovery strategies to restore normal operations after severe operational disruptions.
- Supported coordinators and schedulers in resolving complex scheduling and staffing issues.
Crew Scheduler / Coordinator
Frontier Airlines
Denver
06.2022 - 01.2023
- Troubleshot schedule disruptions and assisted department operations in a fast-changing environment.
- Managed pilot and flight attendant schedules based on legality, coverage, and operational needs (FAA, TSA, DOT).
- Conducted re-routing and re-crewing actions to maintain operational continuity.
- Analyzed daily activities and produced reports to support future planning and operational efficiency.
Crew Scheduler
Frontier Airlines
Denver
02.2022 - 06.2022
- Managed pilot schedules and ensured adjustments were compliant with contractual requirements.
- Communicated effectively with flight crews, leadership, and support teams.
- Maintained performance and professionalism in a high-volume, time-sensitive environment.
Passenger Service Agent
Frontier Airlines
Denver
07.2021 - 02.2022
- Delivered exceptional customer service and trained newly hired staff (recognized for performance).
- Assisted passengers with check-in, documentation, gate support, and baggage claims.
- Supported management in conflict resolution and process improvement initiatives.
- Ensured strict adherence to safety regulations and compliance procedures.
Education
Bachelor of Science - Aviation Systems Management
University of Nebraska at Kearney
Kearney, NE05.2021
Skills
- Operational planning
- Continuous improvement
- Data analysis
- Complex problem solving
- Team leadership
- Crisis management
- Effective communication
- Adaptability to change
- Training and development
- Time management
- Conflict resolution
- Workforce planning
- Decision-making
- Training programs
- Schedule management
- Customer service
- Customer relationship management
- Performance coaching
Awards
- International Honor Society for Professions in Technology
- Dean’s List, UNK (2016 & 2018)
- International Student Services Scholarships (2018–2021)
Languages
- English
- Japanese
Certification
Complaint Resolution Official (CRO)
Accomplishments
International Honor Society of Professions in Technology
Timeline
Customer Service Supervisor
United Airlines
10.2024 - Current
Airport Operations Supervisor
Frontier Airlines
01.2023 - 06.2024
Crew Scheduler / Coordinator
Frontier Airlines
06.2022 - 01.2023
Crew Scheduler
Frontier Airlines
02.2022 - 06.2022
Passenger Service Agent
Frontier Airlines
07.2021 - 02.2022
Bachelor of Science - Aviation Systems Management
University of Nebraska at Kearney