Diana Balcarcel
Los Angeles
Summary
Responsible cargo agent familiar with inspecting, weighing and estimating charges for cargo shipment. Successful in accurately preparing all flight and shipping documents and arranging for cargo pickup. . Diligent cargo agent seeking to bring expertise to a new team. Trustworthy and responsible with a willingness to work overtime. Talented at monitoring incoming and outgoing cargo, updating flight handling reports and prioritizing shipments. Excellent pc based skills, including proficiency in microsoft office.
Overview
21
21
years of professional experience
Work History
Cargo Agent /Customer Service Representative Team Lead
Delta Airlines
Los Angeles
06.2013 - Current
- Coordinated cargo operations to ensure timely and accurate shipment processing.
- Managed inventory control using advanced tracking systems for efficient handling.
- Trained new staff on cargo procedures and safety regulations effectively.
- Collaborated with customs officials to facilitate smooth clearance of shipments.
- Verified proper documentation for shipments including bills of lading, manifests, customs documents and other required paperwork.
- Provided customer service in accordance with company policies and procedures.
- Assisted customers with cargo handling, loading, and unloading activities.
- Inspected cargo to ensure compliance with safety regulations prior to loading or unloading.
- Organized freight according to destination requirements and established timelines for deliveries.
- Ensured accurate data entry into computer systems related to cargo tracking information.
- Assisted customers with inquiries and resolved complaints effectively.
- Collaborated with team members to enhance customer service strategies.
- Provided training and support for new customer service representatives.
- Handled escalated issues with professionalism and care.
- Maintained accurate records of customer interactions and transactions.
- Communicated product information clearly to customers and stakeholders.
Customer Service Executive
Menzies Aviation
Los Angeles
05.2008 - 06.2013
- Assisted customers with inquiries and resolved issues effectively.
- Managed customer accounts and maintained accurate records.
- Processed transactions and handled payments efficiently.
- Collaborated with team members to enhance service delivery.
- Trained new staff on customer service protocols and tools.
- Coordinated with other departments to resolve complex issues.
- Provided customer service in a courteous and professional manner.
- Established trustful relationships with customers through effective communication skills.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Resolved customer issues in an efficient and timely manner.
- Answered phone with positive attitude and asked questions to better understand customer needs.
Customer Service Representative
Kelly Services
Los Angeles
01.2005 - 03.2009
- Assisted customers with inquiries and resolved complaints effectively.
- Processed orders and managed customer accounts using CRM software.
- Collaborated with team members to enhance customer service strategies.
- Provided training and support for new customer service representatives.
- Handled escalated issues with professionalism and care.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Education
Some College (No Degree) - Business Administration
El Camino College
Torrance, CASkills
- Customer service
- Team leadership
- Inventory management
- Data entry
- Training and onboarding
- Documentation verification
- Effective communication
- Problem resolution
- Time management
- Payment processing
- Cargo shipment inspections
- Airway bill preparation
- Cargo release approvals
- Client coordination
- Shipping documentation
- Customs requirements
- Problem-solving
- Forklift operation
- Warehouse operations
- Multitasking
- Teamwork and collaboration
- Adaptability and flexibility
- Teamwork
- Team building
- Decision-making
Languages
Spanish
Full Professional
References
References available upon request.
Timeline
Cargo Agent /Customer Service Representative Team Lead
Delta Airlines
06.2013 - Current
Customer Service Executive
Menzies Aviation
05.2008 - 06.2013
Customer Service Representative
Kelly Services
01.2005 - 03.2009
Some College (No Degree) - Business Administration
El Camino College
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