Michael Cooper

Experience

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  Delta Air Lines

  Jan 2008 - Mar 2017

  Labor Relations Specialist / Policies & Procedures Supervisor / International Purser

  Placed in the Executive Leadership Mentoring Program with the Executive Vice President & Chief Human Resources OfficerWorked in Labor Relations & Supervisor of Policies & Procedures and to assist and counsel Senior and Executive Management in Union Avoidance in Union Organizing Campaign that was in process by advising what tactics would be used and potential counter attacks. Began social media campaign to influence and recruit other flight attendants who did not want union representation and educated on how to deal with union organizers.In multiple ad campaigns by company on union avoidance since I was considered a reputable source of information as a Former Union Grievance Representative. As a former Union Rep I was able to use my talents to coach and assist greatly in the successful election outcome of a No Vote during the Election which maintained a direct relationship with the employer and employee. Later during a merger I was put on many special assignments to help de-certify the NWA workgroups. I was successful a 2nd time in not only preventing Delta from unionizing but in the successful decertification of all NWA Union workgroups Due to Experience in Union Avoidance from previously being a Union Grievance Rep & Organizer I was able to bring a rare look into the inner workings of a union and how it thinksSuccessfully maintained a Non-Union environment at one of the Americas Largest Airlines with 80,000+ employeesHeavily used by company in knowledge of Policies & Procedures, FMLA & ADA law that was helpful in determining abuse by employees.Designed and Co-Wrote Delta Air Lines In-flight Customer Service Recovery Program for 22,000+ Flight Attendants still in use today. Trained, coached and mentored flight attendants on the Policies and Procedures as well as the new IFE and Service Recovery Program of the newly merged airline.Responsible for the Supervision of up to 14 other Crew, and Service Leader for the safety and service of up to 400+ passengers. Show less

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  IAM Canada

  Jan 2012 - Mar 2018

  Union Organizer

  Trained at International Headquarters to be a Union Organizer for IAMAW to work on Organizing drive from beginning to initial filing of 1st election of campaign to organize Delta's Flight Attendants, Ramp, and Fleet Service workers as well as Above and Below Wing Customer Service workers. Trained to work with collective bargaining laws as well as negotiations, for both and initial first contract as well as subsequent contracts. Since also worked for company in Labor Relations in Union Avoidance was able to use talents in Union Busting to learn both sides tactics to become very well rounded and educated and of great use and knowledge to whomever I was working for as both sides had fully trained me in there process and procedures to win an election for there side.Studied greatly in ADA, FMLA Law Collective Bargaining as well as the Railway Labor Act and National Mediation Board Procedures, Spent time on Capital Hill before Senate Hearings during merger to study both sides tactics Show less

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  M Culinary Concepts

  Jan 2012 - Dec 2018

  Banquet Manager

  Responsible Yearly for managing of sponsor and High Value Client at The Waste Management Phoenix Open by training all servers and cooks ensuring that food was at proper temperatures and service in the private sky box was done On Time, Every Time. Constantly exceeded clients expectations at every level. Throughout the year worked and managed various Catering events and Galas at the Arizona Science Center, AZ Art Museum, Heard Museum, Private Parties, Barrett-Jackson Auto Show.

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  Ripley Entertainment

  Feb 2015 - Aug 2017

  Guest Services Manager / Operations Manager - Attractions

  Worked with the General Manager, providing assistance with various programs and services that are used in maintaining the attractions including guests services, show quality and report monitoring. Responsible forsales department and overseeing and encouraging sales goals as well as responding to calls from potentialclients regarding interest in renting out party rooms or the aquarium for special events as well as follow up.Directly responsible for the various tasks involved in the overall opening, daily, and closing operations of ALL 5 of Ripley's attractions (Believe it or Not Museum, Moving 5D Theater, Marvelous Mirror Maze, HauntedAttraction, Ripley's Aquarium) as well as Ripleys ArcadeMonitored arcade to ensure all games were in working order as well as fix any games that went down and if unable, contact maintenance to order replacement parts. Conducted Inventory of top prizes and retail items sold and placed orders to ensure proper stock on hand without overages.Ensured that each Guest receives outstanding Guest Service by providing a Guest friendly environment which includes greeting and acknowledging every Guest, maintaining outstanding standards, exhibit knowledge andall other components of Guest Service.Communicated the Guest Service standards while training other team members. Maintain all show standards,display presentation, maintenance, safety, and cleanliness.Responsible for the management and supervision of 40+ direct reports as well as daily tasks including cashmanagement (daily safe counts, cash outs, etc ). Review and monitor weekly cashier reports to mitigate loss.Maintained adherence to all Company policies and procedures.Issue Formal Coaching as well as Progressive Discipline to employees not following company standards.Regularly served as Guest Services Manager and Manager on Duty at Ripley's Aquarium Show less

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  Tommy Bahama

  Nov 2017 - Mar 2018

  Point Man / Brand Ambassador

  Responsible for taking Reservations, following up after guest dining, meet and greet guests, assist and solve guest complaints before they become an issue that may require contact with the General Manager. Ensure guests are taken care of in a timely manner. Manage computer operating system to ensure a constant update of the dining experience is measured to maintain low wait times while ensuring maximum customer service experience from serving staff. Engage in light conversations with guests to ensure they feel welcome and continue loyalty to the brand in both Retail and Restaurant.Attend High Value Marketing Events to attract high end clients to visit our location and monitor how many come back to gauge success of event. Show less

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  Carvana

  Mar 2018 - Sept 2018

  Assistant Market Operations Manager / Customer Advocate

  Travel to over 75+ Hubs to Assist the Market Operations Managers and Territory Managers with the Hubs day to day operations for 2-6+ weeks at a time until the hub is caught up and fully operational again. Assist in the Field wherever needed whether it be making deliveries to happy Carvana Customers or traveling to a customers home to finalize a transaction where we are purchasing the vehicle by doing a full inspection to ensure everything is as stated to mitigate loss to the company. Complete paperwork as well as act as a Notary Public when needed, assist with hubs entire day to day operations from Open until closing. Ensure that all customers questions, experience and issues are resolved quickly while always going above and beyond customer expectations. Ensure that very detailed notes are attached to every customer profile. Maintain a knowledge of the entire company and process inside and out to make sure the companies process and procedures are as transparent as possible and any ongoing issues that may arise are documented and corrected as soon as possible. Customer Advocate and Brand Ambassador to Carvana. Act as a Notary Public when needed, Ensure that all customers questions, experience and issues are resolved quickly while always going above and beyond customer expectations. Show less

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  AMC Theatres

  Nov 2018 - May 2019

  Responsible for auditing the day to day operations of the Entire Theatre and Restaurant Operations as well as nightly paperwork. Ensure all inventory has been received and accounted for and vendors paid. Review payroll records daily and weekly for any errors. Responsible for Auditing General Managers paperwork for accuracy and bring up any possible discrepancies in a timely manner to ensure budget adherence as well to ensure Theatre passes Corporate and Peer Audits. When took over department previous Peer Audit score was Does Not Meet however in short period thus far our Theatre had its first Corporate Audit and score was Outstanding 96/100 resulting in Bonuses for both General and Assistant General Manager. Responsible to continue high auditing practices to maintain score for any upcoming surprise audits as well as to keep Restaurant & Bar at a 100 with quarterly audit and Health Department Inspections. Due to past practices was able to raise Mystery Shopper scores which gauge personnel from point of entry through all phases of food, bar, concessions and cleanliness, etc from a 50% to 100% ranking highest in State. Show less Responsible directly as Senior Department Manager of Admissions, Guest Services, Greeter, Concessions, and Training for overseeing the departments and its Crew, Crew Leads and Supervisors for ensuring proper staffing, adherence to policies, creating new policies, assigning tasks, Opening and Closing of the Theatre, performing Food Safety and Bar Line checks 3 times a day. Ensure proper inventory is on hand. Resolve Guest complaints that are escalated beyond a Supervisors control. Respond to e-mailed complaints that may come in from corporate in a timely manner and close the complaint out. Set up incentive programs and oversee the implementation of programs as well as issue out rewards and Associate of the Month for top performers. Manage day to day operations of the Restaurant & Theatre.Audit Closing paperwork in morning, accept deliveries and enter into the system to ensure vendors are paid in a timely manner, maintain a 100% accuracy with regards to Vault Counts a minimum of 4 times per day. Responsible for cash handling and closing out drawers at the end of crew shifts and issuing out Discipline as needed. Investigate via security footage of cash handling errors over a specific amount as well as repeatedly having a drawer that is over or under. Work with Supervisors and Crew Leads on daily work assignments, as well as oversee all employees in my departments as well as others in absence of other departmental managers. Ensure a smooth day to day operation of the facility as well as notate any building maintenance that may need to be worked on, once approval is given ensure work is completed by vendors to Company specifications. Oversee ordering of goods and reconciling upon delivery. Maintain an adequate stock of alcohol for the Bar and do daily and nightly Liquor counts to maintain proper amounts and reduce chances of damage or theft. Report back to General Manager revenue increases or decreases for the week and suggest ideas to increase sales in departments Show less Ensure that any employee concerns are heard and addressed as quickly as possible and relay any pertinent information to General Manager with suggested outcomes. Review employee files and begin Documentation Reviews once an employee has shown a pattern of Discipline and initiate progressive discipline or Termination depending on circumstances.Maintain knowledge of all State and Federal Labor Laws, Arizona Sick leave law, ADA, NLRA, Title VII, FMLA. Additionally investigate employee complaints and offer a resolution as quickly as possible to prevent any possible exposure to litigation. Ensure employees maintain a direct working relationship with the Leadership Team by implementing new policies as needed as well as working on Union Avoidance as needed during a prospective campaign and maintain thorough knowledge of any Union Contracts to assist in any grievances filed.Responsible for Hiring and Terminations, On-boarding New Hires, explaining benefits and going over company policies. Meet deadlines and ensure strict confidentiality is maintained during investigations. Use compassion and empathy when dealing with situations as appropriate.Maintain a positive working environment that fosters an Open Door Policy where employees feel comfortable coming to discuss anything that may be of concern while maintaining the appropriate level of confidentiality as needed. Show less

  • Internal Audit Manager

    Mar 2019 - May 2019

  • Restaurant Theatre Operations Manager

    Nov 2018 - May 2019

  • Employee and Labor Relations Manager / Human Resources Manager

    Nov 2018 - May 2019
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  Merlin Entertainments

  Jun 2019 - Nov 2019

  Oversee daily operations of $3M+ Store and perform daily orders, stocking, ensure invoices paid promptly.Maintain KPI's in line with Corporate Standards, ensure store and attractions are in proper condition. Orderparts and work with Facilities Manager in proper repairs as needed manage a staff of 50+ direct and 100+indirect reports as well as 10 Leads and 6 Trainers. Maintain budget and ensure proper pricing and attractivemargins on products. Forecasting of next years budget while taking into consideration market trends and previous years sales and attendance increases or declines to ensure department can remain at or under budget. Conduct quarterly All Team Meetings with a state of the company address. Show less LEGOLAND Discovery Center & SEA LIFE ArizonaResponsible for overseeing all aspects of both attractions that bring in a secondary revenue beyond admission. Oversee multiple Retail Stores as well as the Photo Department and Sales, Virtual Reality Ride and Manage the Food and Beverage areas/Cafe. Responsible for ensuring weekly Audits of the Cafe. Issuing a weekly score and going over with team each weeks successes and area's of opportunity to raise the score. Ensure team feels empowered to make quick decisions without Leadership presence, while still remaining accessible for more serious inquires. Evenly distributing myself through out the week in all aspects of the Commercial Department while also acting as Duty Manager for both Attractions in the Operations Department as well.Oversaw the implementation of a Incentive program by gaining crew input on what kind of incentives they would like to see and was able to successfully increase sales and achieve daily Spend per Head goals in All Departments. Prior to input attaining daily goals was achieved less than 45% of the time, once I took over successfully raised average to obtaining goals over 90% of the time in All departments.Responsible for Training proper food safety, ride safety, Loss Prevention, as well as Scheduling and Time Off requests. Ensured I acted not as a Boss but a Leader by going by a personal policy of not asking anyone to do a task I would not do myself. Assisted cafe during short staffing with dishes, food prep, suggestive selling, testing out new products and adjusting prices to ensure KPI's were met as well as a ROI on any new item brought into the Cafe.Worked with Photo Dept to increase sales by suggesting new ways to increase sales, as well as in Retail.Oversaw Opening and Closing of both Attractions while dealing with Guests that may have concerns or complaints and getting ahead of the situation and resolving any issues by fixing the concern and then exceeding the Guest Expectations Show less

  • Interim Cluster Commercial Manager / Store Manager - Retail/Photo/Cafe

    Aug 2019 - Nov 2019

  • Cluster Commercial Assistant Manager / Assistant Store Manager - Retail/Photo/Cafe

    Jun 2019 - Jul 2019
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  Maricopa County

  Dec 2019 - Sept 2020

  Animal Control Officer / Enforcement Agent

  Patrol assigned area/multiple areas covering over 9,244 miles of Maricopa County enforcing State, County, Municipal and Tribal Codes of contracted cities, County areas and contracted Tribal Land. Investigate complaints of violations as well as respond to emergency situations. Conduct interviews in high stress situations where fatality may have occurred and ensure no opinion is made or stated until all facts and evidence has been obtained before determining if a crime has been committed and wether misdemeanor citations are warranted, felony charges should be submitted to city prosecutor for review or if education of laws and warning is all that is needed. Conduct all work largely unsupervised where quick judgement and ethical and moral decision making is paramount. Educate public on local laws and ordinances and answer questions while always maintaining a calm and professional demeanor. Submit Reports and citations to city, county and state officials as needed. Keep detailed notes of each call that I responded to in assigned laptop via program directly accessible to dispatch and legal agencies in real time. Show less

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  Old Town Jewels

  Feb 2021 - Oct 2022

  Customer Service Manager

  Open and Close Store, assist in daily operations of Sales and Balancing of Register. Assist customers with any questions on purchases or explained history behind Native American Jewelry and processes. Worked directly with Native American Silversmiths and assisted as needed as well as relayed information to other staff about any concerns or inconsistencies that needed to be addressed.Answered phone calls and emails from prospective customers and customers inquiring about our nationwide repairs, get estimates out, collect payment and mail repairs back to customers.Assist Owner with buying trips both Local and Out of State and knowing inventory and what is currently in demand.Assist owner with office work, Assist as needed at other stores. Ran errands, Responsible for designing of new logo and obtaining quotes for product designs and labels to be placed on all boxes for product purchases, ensured I was available to high profile clients by phone 24/7 via cell phone.Resolved All Customer Service Recovery issues, wether noticed by observation or complaints that came in via phone call, email, or by customer wishing to speak with a manager, Ensured companies 37 year reputation stayed in tact by exceeding customer expectations even when complaint was issued to ensure an amicable resolution was achieved that did not affect companies Profit/Loss while ensuring customer felt heard, and was completely satisfied in the end and maintained a high repeat customer percentage. Handled High end custom orders directly with customer by walking them through process from beginning to end, maintained contact to keep them informed. Ensured product delivered in a timely matter to customers specifications and satisfaction. Followed up to ensure customer was Highly Satisfied.Maintained cleanliness of store, while maintaining situational awareness to prevent any losses due to damage or theft. Ensured City, County, State laws were followed regarding proper signage and updated laws. Show less

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  United Airlines

  Oct 2022 - now

  Review Flight Attendant Contracts for accuracy and compliance. Investigation of suspected or reported violations of contract between Flight Attendants and Company. Once investigation into complaint of violation concludes. Submit report if the alleged violation/s exists or not along with further information regarding any past precedent set to determine whether further action is necessary up to and including System Board of Review and Mediation or if no violation exists include findings as to explain any misunderstandings of the Contractual Agreement to said parties. Plus additional duties as required while maintaining International Flight Attendant Certification and working flights part time - full time as needed Show less Provide high quality customer service to passengers.Communicates and ensures compliance with company and government safety and security rules and procedures.Manage crew and passengers in any onboard event, including medical emergencies, assessment of security threats and a variety of difficult situations. Provides leadership, direction, and assistance to passengers and other crew members in stressful, emergency or evacuation situations.Works in an environment subject to varying climatic conditions and air pressures, turbulence induced variable positive and negative G loads, changing work locales, variable hours and shifts and working conditions, and frequent contact with others.Proactively assists passengers with stowage of carry-on bags, garments and other belongings. Serves or sells food, beverages and various other amenities in accordance with service standards. Picks up trash, keeps cabin and lavatories tidy. Provides assistance, which could include cardiopulmonary resuscitation, to ill or incapacitated passengers.Operates mechanical and safety equipment such as oxygen systems, aircraft doors, evacuation slides, fire extinguishers, life rafts, galley equipment, communication and audio/visual equipment and lighting systems. Handles credit transactions for liquor, audio equipment and other sales.Uses computers, including navigation within Windows environments and data entry and retrieval of information using company operated systems. Reads, comprehends, updates and uses technical or specialized information.Interacts in a professional and friendly manner with clients, coworkers and customers of diverse backgrounds. Works with other crewmembers on a team to ensure all services meet company standards. Takes responsibility and is accountable for commitments and assignments.Displays exceptional interpersonal skills, exercises good judgement, and is able to resolve conflicts with grace.Presents a professional image, including a neat, well-groomed appearance Show less

  • Contract Officer

    Dec 2023 - now

  • International Flight Attendant

    Oct 2022 - now