Andrea Martinez
Hawthorne
Summary
Communicative and reliable customer service professional with extensive experience in import/export operations, airline support services, and passenger assistance. Motivated to maintain high customer satisfaction and contribute to company success. Strong team player with an upbeat, positive attitude and proven ability to build effective relationships with clients and coworkers.
Overview
15
15
years of professional experience
2
2
Certifications
Work History
Import / Export Office Supervisor
World Flight Services
Los Angeles
10.2021 - Current
- Oversee import and export office operations, ensuring all flight documents and cargo records are prepared accurately and in compliance with U.S. Customs, DOT, and carrier regulations.
- Perform precise computer data entry, manage documentation flow, and coordinate cargo acceptance and distribution.
- Collaborate with team members to exceed productivity goals and implement improved customer service initiatives.
- Address customer inquiries and concerns, resulting in a measurable reduction in complaints and better overall client satisfaction.
- Estimate delivery timelines using knowledge of company routes and schedules; communicate updates to customers clearly and promptly.
- Ensure strict compliance with WFS site security procedures for warehouse and operational areas.
- Demonstrate strong telephone etiquette and professionalism while handling complex or difficult calls.
- Work under tight deadlines and respond quickly to time-sensitive service requests.
Fleet Services Agent
Envoy Airlines
Los Angeles
04.2021 - 08.2021
- Loaded and unloaded aircraft cargo, passenger baggage, and freight with accuracy and care.
- Ensured proper safeguards are in place to prevent baggage loss, theft, or damage.
- Sanitized aircraft interiors, including overhead compartments, galley areas, and passenger seating.
- Removed trash, restocked supplies, and prepared aircraft for timely departures.
- Contributed to a positive passenger experience through friendly and efficient service.
- Collaborated with team members to meet deadlines and complete operational tasks effectively.
- Prioritized tasks to accomplish service goals in a fast-paced environment.
Wheelchair Agent
Aviation Safeguards
Los Angeles
05.2011 - 04.2021
- Provided professional assistance to passengers requiring wheelchair services throughout airport terminals.
- Coordinated with gate agents to ensure smooth and timely boarding.
- Assisted passengers through TSA checkpoints, baggage handling, and seating arrangements.
- Ensured passenger safety while transporting clients between gates, terminals, and designated areas.
- Demonstrated safety procedures and answered passenger questions with patience and clarity.
- Protected passengers' belongings through proper handling and monitoring.
Education
High School Diploma - Inglewood, CA
Inglewood High School
Inglewood, CA05.2000
Skills
- Decision-Making
- Communication
- Conflict Resolution
- Microsoft Office
- Team Leadership & Development
- Team Building
- Bilingual
- Data Entry & Documentation
- Airport & Cargo Operations
- Regulatory Compliance (DOT, US Customs)
- Customer Service & Guest Satisfaction
- Strong leadership and communication
- Detail-oriented
- Problem-solving
- Knowledge of logistics software
- Ability to work under pressure
- Meet deadlines
- Flight scheduling
- Workflow planning
- Report writing
References
Available upon request.
Certification
DG certified
Timeline
Import / Export Office Supervisor
World Flight Services
10.2021 - Current
Fleet Services Agent
Envoy Airlines
04.2021 - 08.2021
Wheelchair Agent
Aviation Safeguards
05.2011 - 04.2021
High School Diploma - Inglewood, CA
Inglewood High School