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Ms. Monica Serrano

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Background Information

Employment History

United's Security Chief


Lead Project Manager

Vasey Aviation Group LLC

Senior Project Manager

Vasey Aviation Group LLC

Cargo Manager

United Air Lines Inc

Manager of Airport Transformation

United Air Lines Inc

Manager of Customer Service and Cabin Appearance

United Air Lines Inc

National Director

HSS Aviation and Government Services

Web References (7 Total References)

Rocky Mountain News: Local [cached]

"The FAA did a full-blown audit," copying stacks of employee records and running tests, said Monica Serrano, United's security chief for DIA."The FAA said we had no issues."

The FAA, which has previously refused to discuss Argenbright's performance at DIA, confirmed that it found no serious problems in two reviews.
Serrano said Argenbright staffers quit in droves about that time because they were demoralized by public officials denigrating security screeners as uneducated and low-paid.Staffing dropped from 200 to 175 just when Argenbright needed 400, and then 500, she said.
The airlines at DIA responded by training their own employees as ground security staff.They can't screen, but they keep the lines moving.
United authorized Argenbright to raise salaries from $9.75 to $12 an hour to draw more applicants.
But money wasn't the only cause of the three- to four-hour lines morning after morning, prompting business travelers and families to cancel their travel plans.Staffing early mornings was the hardest, Serrano said."It's difficult to get people to come and work at DIA.The buses don't run at 3 a.m. So United told Argenbright, 'We'll pay for taxis.' "
Day care was also a problem."Nobody will take your child in the middle of the night," she said.
It dumped three to four hours' worth of passengers on screening all at once, early in the morning when Argenbright was particularly understaffed, Serrano said.United is now asking passengers to come two hours before their flights.
While Argenbright interviewed and did background checks on 800 people to boost staff, United hired another security company to take over screening in the employee parking lots, lightening Argenbright's workload in the terminal.
Argenbright is now close to full staff with 475 of the 500 employees it needs, Serrano said.The last 25 were awaiting security clearances this week.
The dramatic change in the economy has boosted the number of applicants, Serrano said.Before Sept. 11, Denver's unemployment rate was 1.6 percent, and it was much harder to find people to take on the difficult, repetitive job of screener, she said.Now, tens of thousands of people laid off from their jobs in the airline industry and elsewhere are in the job market, and the screener salary is higher.
Now, Bostock and Serrano must make sure the screeners stay, knowing they have to reapply for their jobs to the federal government when it takes over airport screening nationwide.
Serrano is hopeful that the lure of transferring to a government job will help.Current Argenbright staff "need to be on peak performance to be hired as federal employees," Serrano said.
But new rules posted Thursday require the government screeners to be U.S. citizens and speak English at least well enough to fill out reports.

Aviation Consulting, Program Management, Operations, Strategy, Capital Development - Vasey Aviation Group - Staff [cached]

Monica Serrano | more Aviation Consulting, Program Management, Operations, Strategy, Capital Development - Vasey Aviation Group - Staff

Monica Serrano Senior Project Manager
With over twenty years experience at United Airlines, Ms. Serrano has successfully worked her way up through numerous critical positions at the airline, with lead responsibility for some of United's most significant project initiatives over the past ten to fifteen years.
Currently, Ms. Serrano is Vasey Aviation's lead Project Manager working closely within United Airline's Denver Region (including DIA, SLC and COS). She works extensively with senior United-DIA personnel, DIA airport staff, as well as local design, construction and contractor personnel.
Among her current projects: Baggage System Upgrades, Dual End Jet Bridges Installation, Hangar Fire Protection System Repair, Real Estate Optimization, Aircraft Parking Layout Configuration, and Hangar Apron Repair.
Ms. Serrano is an exceptionally well-rounded and experienced professional as it relates to airline operations and has a reputation of successfully bringing aviation projects in on time, on budget -and at all times maintaining a high degree of professionalism and a positive work ethic.

Rocky Mountain News: Local [cached]

Two hours ahead is just fine, said Monica Serrano, United's security chief at DIA.Serrano said the arrival of four hours' worth of passengers all at once early in the morning can actually cause the lines that everyone wants to avoid.

In the past weeks, the wait in security screening lines largely has been in the range of five to 10 minutes.On a few occasions, it has spiked to an hour and a half.

Aviation Consulting, Program Management, Operations, Strategy, Capital Development - Vasey Aviation Group - Staff [cached]

Monica Serrano Senior Project Manager Monica Serrano is a Senior Project Manager for Vasey Aviation Group LLC, leveraging her extensive airline experience to provide clients with in-depth aviation project management expertise and solutions. more

Rocky Mountain News: Local [cached]

Monica Serrano, the airlines manager of technology and process, said Concourse B was packed with passengers and it's likely some did not make their flights.

"We are operating all our flights," she said."We're not canceling anything."
United staff members were working late Tuesday with IBM computer experts to try to resolve the systemwide malfunction, Serrano said.
A few passengers were given priority: Those who were flying internationally, and those who checked in on United's Web site within 24 hours of their scheduled departures and obtained their boarding passes.
The computer problems hit United's processors shortly before 5 p.m., Serrano said.

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