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cargo mail and baggage operations service agent resume example with 20+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Disciplined individual with an extensive knowledge of airport operations. Exemplary customer care skills combined with decades of focused professionalism. Results driven with an emphasis on safety and on time performance.

Skills
  • Unclaimed baggage handling
  • Conflict mediation
  • Sabre Reservation and Tracking System Software
  • Tracer Software
  • Able to lift 100 lbs
  • Managing time
  • BMAS file reporting
  • Technical ability
  • Safety protocol
  • Operating TUG and FMC Pushbacks, Bobtail cargo vehicle, and FMC Cargo Pallette Can Loader.
  • Freight labeling
  • Process development
  • Report writing
  • File and data retrieval systems
  • Shipping and receiving
  • Inventory organization
  • Wrapping and boxing
  • Materials handling and transport
  • Product verification
  • Event coordination
  • Inventory and supply oversight
  • Scheduling and calendar management
  • Vendor relationships
  • Data entry
Experience
05/2004 to 12/2019
Cargo, Mail, and Baggage Operations Service Agent Jacobs Engineering Group Inc. Destin, FL,
  • Maintained operations compliance with FAA, TSA and airport regulations.
  • Helped customers with special needs to board and disembark from aircraft.
  • Protected team members and other staff from harm with diligent enforcement of safety and security measures.
  • Moved baggage to load and unload aircraft.
  • Logged, tracked and traced shipments across airport and partner locations.
  • Supported accounting by researching and reporting on shipments, scanning documents and entering data into cargo management system.
  • Supervised airfield operations, including arrivals, departures and fueling, identifying and addressing concerns promptly to maintain targets.
  • Responded to emergent situations regarding flight operations or medical issues to quickly identify concerns, provide support and transport personnel and passengers away from critical scenes.
  • Communicated with flight operations teams to coordinate cargo management and smooth flow of goods between hubs.
  • Coordinated with air traffic control, civil engineers and command posts to support airfield management activities.
  • Developed and implemented safety improvements to cultivate safe and productive work environment for all personnel.
  • Adjusted flight itineraries and communicated changes for optimal safety and flow of aircraft.
  • Implemented airfield safety procedures to support safe operating environments for personnel and aircraft.
  • Developed top-performing operations teams by recruiting, training and mentoring new hires to build cohesive, driven groups.
  • Performed and supervised airfield management activities, including mobile airfield management functions.
  • Performed and supervised airfield functions, including mobile airfield management, to keep tarmac grounds operating at peak efficiency.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
03/2002 to 05/2004
Flight Operations Coordinator US Airways City, STATE,
  • Sustained safety protocol while executing pilot and ground personnel logistics.
  • Alerted crash crews of emergencies and interpreted weather reports.
  • Automated office operations, business group correspondence, acquisition record tracking and data communications.
  • Mitigated regulatory risks by obtaining documents, clearances, certificates and approvals from local, state and federal agencies.
  • Strengthened traceability, developing organization systems for record, report and agenda distribution.
  • Constructed, extracted and analyzed statistical projections concerning employment and usage of aircraft.
  • Reduced process lags, effectively training new entrants on best practices and protocol.
  • Consistently earned customer survey card praise remarks.
  • Drove revenue by promoting fuel sales.
  • Supervised airfield operations, including arrivals, departures and fueling, identifying and addressing concerns promptly to maintain targets.
  • Responded to emergent situations regarding flight operations or medical issues to quickly identify concerns, provide support and transport personnel and passengers away from critical scenes.
  • Communicated with flight operations teams to coordinate cargo management and smooth flow of goods between hubs.
  • Coordinated with air traffic control, civil engineers and command posts to support airfield management activities.
  • Developed and implemented safety improvements to cultivate safe and productive work environment for all personnel.
  • Adjusted flight itineraries and communicated changes for optimal safety and flow of aircraft.
  • Implemented airfield safety procedures to support safe operating environments for personnel and aircraft.
  • Developed top-performing operations teams by recruiting, training and mentoring new hires to build cohesive, driven groups.
  • Performed and supervised airfield management activities, including mobile airfield management functions.
  • Performed and supervised airfield functions, including mobile airfield management, to keep tarmac grounds operating at peak efficiency.
04/1988 to 03/2002
Baggage Ops/ Flight Ops US Air City, STATE,
  • Handled passenger luggage, mail and cargo in accordance with safety and privacy protocols.
  • Collected, sorted and checked baggage tags against flight lists.
  • Used scanners to track parcel information, condition or receipt.
  • Followed customer instructions about placement of items and special considerations for handling.
  • Protected items by wrapping in cling film, padded moving blankets and tape.
  • Secured items in truck by strapping over protective padding.
  • Juggled shift duties, prioritizing immediate tasks to streamline operations.
  • Exceeded specific team goal by partnering with staff to share and implement best practices.
  • Drove truck safely to deliver items in original condition to destination.
12/1985 to 04/1988
Customer Contact and Service Agent Piedmont Airlines City, STATE,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Managed high-volume of inbound and outbound customer calls.
  • Documented conversations with customers to track requests, problems and solutions.
  • Reviewed files, records and other obtained documents to respond to customer requests.
  • Investigated and solved routine, complex and long-standing customer issues each day.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Education and Training
Expected in
: General College Core
Florida State University - Tallahassee, FL
GPA:

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Resume Overview

School Attended

  • Florida State University

Job Titles Held:

  • Cargo, Mail, and Baggage Operations Service Agent
  • Flight Operations Coordinator
  • Baggage Ops/ Flight Ops
  • Customer Contact and Service Agent

Degrees

  • Some College (No Degree)

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