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Skills

  • Team management
  • Risk assessment and mitigation
  • MS Office
  • First Aid/CPR
  • Aviation safety protocols
  • Regulatory compliance
  • Fuel Efficiency Initiatives
  • Aircraft marshalling
  • Contractor and vendor coordination
  • Transportation Logistics

Work Experiences

  • Transported ServiceNow to several months customer locations.
  • Achieved a zero-incident record.
  • Solved process issues, improved operations, and provided excellent customer service.
  • Collaborated with maintenance and logistical teams to accelerate the ground service procedures for equipment and vehicles, reducing downtime by 6 minutes per aircraft service.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Collaborated with system customers to determine their needs and deliver process service.
  • Assisted at the gate with rerouting passengers.
  • Achieved a 76% decrease in workplace incidents.
  • Achieved a 52% reduction in miscommunication errors.
  • Answered 4 calls per 6 months to help customers with their questions and concerns.

Summaries

  • Adaptable and dependable in volatile conditions, achieving safety and performance benchmarks while managing extreme weather-related disruptions.
  • Achieved zero safety incidents.
  • Accomplished mentor.
  • Collaborated with airlines and ground staff.
  • Ground Operations Agent with 5 years of successful client relations and risk assessment experience.
  • Within Miscellaneous, senior Ground Operations Agent and outstanding performer in budget management and quality assurance.
  • Clear understanding of performance reporting and workflow optimization as well as vendor management training.
  • Calm under pressure, maintained consistent on-time ramp operations despite severe weather conditions, facilitating the safe departure of 10 flights per day.
  • Costs were consistently reduced while profits were increased.
  • Achieved consistent on-time departures.

Accomplishments

  • Resolved escalated issues related to missed connections, resulting in a 74% improvement in customer satisfaction metrics by end of 2018.
  • Implemented enhanced loading zone layouts to eliminate congestion, which improved service efficiency by 72% at peak times.
  • Collaborated with team of 6 in the development of standard.
  • Coordinated multi-tasking of de-icing and refueling operations without delays, reducing winter weather departure delays by 77% minutes.
  • Collaborated with baggage handling and tarmac assistants to streamline workflows, improving on-time gate departures by 31%.
  • Prepared detailed incident reports following equipment malfunctions, contributing to a 46% reduction in repeat errors.
  • Documented and resolved program which led to procedure.
  • Achieved PMP to add value in the daily operations of ground handling and helped reduce operational risks by 62%.
  • Reduced crew turnover by fostering a positive working environment and streamlining training programs, improving employee retention by 22%.
  • Executed special handling procedures for hazardous materials, ensuring compliance with FAA and IATA regulations.

Affiliations

  • Licensed Ground Support Equipment Mechanic (GSE Certification)
  • Association for Computing Machinery
  • International Association of Administrative Professionals
  • National Air Traffic Controllers Association (NATCA)
  • Society of Women Engineers
  • Society of Human Resource Management
  • Member of the Wings Club Foundation for Aviation Professionals
  • International Air Transport Association (IATA) Ground Operations Working Group
  • Lions Club
  • Association for Supply Chain Management (APICS)

Certifications

  • Logistics and Supply Chain Management Certification (specific to aviation)
  • Aviation Safety Management Systems Certification (SMS)
  • Project Management Professional (PMP)
  • Basic Life Support (BLS) for Healthcare Providers Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Network+
  • Fire Safety and Awareness Training Certification
  • SHRM Certified Professional (SHRM-CP)
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant (CPA)

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