Texas Border Business
By Roberto Hugo González
The senior Vice President of customer services for Envoy, Mr. John James, has painted a vivid picture of the operational dynamics of the ground handling team at Valley International Airport (VIA) Harlingen, which is part of the American Airlines network. But what lies behind this operation’s success? How does the Harlingen team achieve their winning streak in American Airlines’ competition, competing against 52 other stations of similar size?
The leadership of John James, Kevin Ward, Rachel Alanis Carmichael, and Van Doin, plays a crucial role in creating a collaborative and effective working environment. The introduction of the key players in the Dallas-based team illustrates the chain of command and the well-structured coordination among various team members. The leaders are often hands-on, ensuring that everyone is aligned with the goals and working together as a cohesive unit.
The team’s emphasis on on-time performance, turn performance, baggage handling, and customer service feedback, illustrates the company’s commitment to efficiency and customer satisfaction. They understand that even the slightest delay can cause a ripple effect throughout the day, impacting multiple flights. Therefore, they are always on their toes, constantly tracking, monitoring, and optimizing these key metrics.
The success of the Harlingen Envoy team is not just the result of their efforts alone. James’ acknowledgment of the support from TSA, airport maintenance, and other partners reflects the inclusive and collaborative environment that exists within the airport. This collaboration is essential to winning the competition quarter after quarter. It represents an ecosystem where every single individual contributes to the overall success.
Another critical factor in the Envoy team’s success is their commitment to continuous learning and growth. By investing in training and development, they ensure that their team members have the knowledge and skills to perform at their best. This enables them to not only meet but often exceed the performance metrics, helping them secure the coveted cup again and again.
The challenge now for the Harlingen team is to maintain their momentum. Repeating a win, as Mr. James expressed, is no small feat. It requires consistent performance, continuous innovation, and the relentless pursuit of excellence.
As they look forward to the next quarter, the team’s goals remain clear. They aim to continue their streak of victories by focusing on their key metrics, fostering collaboration, and driving continuous improvement. The congratulations extended to the team are well-deserved, but the work is far from over. The Envoy VIA in Harlingen team knows that success is not a one-time achievement, but a constant journey, and they are more than prepared to continue on that path.
Their story is an inspiring example for many organizations, showing that with the right leadership, teamwork, attention to detail, and commitment to continuous improvement, extraordinary achievements are not just possible but can become a regular occurrence. It is a story of dedication, determination, and a winning spirit that resonates beyond the airline industry.
Raquel Alaniz Carmichael, the regional director for Envoy, oversees 22 locations including Harlingen, Brownsville, McAllen, South Texas, Oklahoma, New Mexico, Indianapolis, and Columbus. Her insight into winning the prestigious cup is that it’s a collaborative achievement, dependent on meeting various performance metrics. “It’s really a big team effort that goes into winning this award,” she emphasizes, noting the competitive nature of the award among ten other locations. She acknowledges the importance of customer satisfaction, and her role demands frequent travel, with 219 days spent in a hotel last year. What makes this win extra special for her is her connection to the Rio Grande Valley where she grew up. With her office based in Dallas. Her pride in the win is palpable, “It’s a big deal and I’m so happy that the customer cup came down here.” Carmichael’s joy is not just professional but personal, reflecting her roots in the Valley, and her final words are a heartfelt commendation for the team: “You guys are amazing here in the Valley.” Her leadership, insight, and personal connection to the area make the victory all the more significant. Other related stories below.
