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Skills

  • Customer satisfaction improvement
  • Customer service excellence
  • First Aid/CPR
  • Operational improvement
  • MS Office
  • Organization
  • Baggage scanning process implementation
  • Airfield safety
  • Crew planning and scheduling
  • Aircraft refueling process

Work Experiences

  • Achieved a 3% reduction in safety incidents.
  • Assisted other departments with security.
  • Assisted passengers with mobility needs.
  • Communicated directly with flight crews to ensure the timely availability of fuel, catering, and water services for 14 daily departures.
  • Kept my initiative knowledge up to date by doing quality assurance and budget management.
  • Saved money by developing functional solutions to procedure problems.
  • Avoided ground movement disruptions.
  • Achieved a positive customer feedback rating of 81%.
  • Achieved consistent results in on-time departures.
  • ServiceNow was delivered to customer locations by me.

Summaries

  • Proven track record of motivating implemented to achieve team, individual, and management goals.
  • Results-oriented Miscellaneous professional with client relations, risk assessment, and vendor management strengths.
  • Ground Handling Agent with stakeholder engagement and quality assurance abilities.
  • Stakeholder engagement in metric settings and client relations in workflow optimization settings.
  • Assisted multiple departments during peak periods.
  • Lean certified
  • Proficient in promoting initiative by leveraging cross-functional collaboration and data analysis knowledge.
  • Ground Handling Agent is a hardworking and dependable Ground Handling Agent who excels at project management and data analysis.
  • Achieved results for international flights over 2017.
  • Advanced knowledge of loading techniques and weight calculations for safe and proper loading.

Accomplishments

  • Resolved baggage handling issues in coordination with airline customer service teams, reducing resolution time to under 5 hours on average.
  • Tracked and handled oversized and live animal cargo shipments in compliance with IATA regulations, ensuring each shipment's safety and arrival on schedule.
  • Contributed to a 47% improvement in customer satisfaction by delivering exceptional ramp support and timely management of passenger needs.
  • Managed daily cargo offloading for up to 9 international flights, consistently meeting system and airport regulations for handling sensitive material.
  • Maintained strict adherence to safety and timing protocols in handling up to 4 flights per shift, resulting in a 68% reduction in ground delays.
  • Led a ground operations team to handle upwards of 12 international arrivals and departures daily, ensuring compliance with IATA, TSA, and FAA regulations.
  • Ensured that time-sensitive cargo, such as medical supplies, was handled and transported in accordance with all regulatory and safety standards.
  • Proactively communicated with flight crews and worked with ground teams to ensure the prompt availability of in-flight services, reducing departure delays by 53%.
  • Resolved complex ramp operational challenges by working closely with various departments, cutting aircraft turnaround times by 17 minutes on average.
  • Served as a point of contact between flight crew and ground staff, ensuring accurate and timely coordination for ground handling activities.

Affiliations

  • Involved in annual workshops hosted by the International Transport Workers' Federation (ITF) to ensure compliance with labor standards for airport workers.
  • Completed specialized training with the Transported Asset Protection Association (TAPA) for the secure handling of sensitive cargo.
  • Active engagement with the Cargo Security Alliance (CSA) for staying updated on industry advancements in cargo screening and protection.
  • Affiliation with the Airline Baggage Committee (ABC), involved in discussions about advancements in baggage tracking technologies like GPS systems.
  • Active participant in quarterly meetings hosted by the Aviation Security International (ASI), focused on maintaining high security standards in airside operations.
  • Affiliated with the Airport Ramp Training Alliance (ARTA), accessing specialized resources on ground equipment maintenance and inspection.
  • Founding member of the Emergency Response Task Force at procedure, ensuring coordination of first responders for incidents involving irregular operations.
  • Contributor to the Ground Handling International (GHI) annual conference, learning the latest global trends in ground service management.
  • Certified by the Occupational Safety and Health Administration (OSHA) in safe aircraft refueling and maintenance protocols.
  • Member of the International Air Cargo Association (TIACA), contributing to discussions on cargo transportation standards and innovations.

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Airport Operations Specialist (CAOS)
  • CompTIA Network+
  • Passenger Assistance Disability Sensitivity Training
  • Association for Project Management (APM)
  • Advanced Passenger Boarding Bridge Operations Certification
  • IATA Safety Audit for Ground Operations (ISAGO)
  • Airline Customer Service Agent (CSA) Training
  • Airport Ramp Service Certification Harbor & Co.
  • Salesforce

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