Laura Mc Hugh
Calgary,AB
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills
Overview
10
10
years of professional experience
Work History
Operations Agent/Customers Service Agent
Swissport Canada
07.2023 - 09.2025
- Duites: Weight and Balance for Sunwing Airlines.
- Streamlined check-in/check-out process through diligent organization skills resulting in reduced wait times for customers.
- Elevated the overall customer experience by consistently delivering personalized, attentive service and addressing client needs with urgency.
- Streamlined documentation processes for inbound and outbound shipments, enhancing accuracy.
- Conducted routine inspections of equipment and facilities to uphold quality standards.
- Resolved logistical challenges through effective communication with various stakeholders.
- Led cross-functional teams to optimize ground operations during peak periods.
- Enhanced customer satisfaction with timely resolution of issues, clear communication, and follow-up on concerns.
- Implemented cost-saving measures by analyzing expenses, negotiating vendor contracts, and identifying inefficiencies in daily operations.
- Improved operational efficiency by streamlining processes and implementing new strategies.
- Maintained up-to-date knowledge of industry best practices, trends, and technologies by attending relevant conferences and training sessions.
- Conducted departure and arrival briefings.
- Established and maintained communication with air traffic control and other airfield personnel as required.
- Maintained flight and events logs, aircrew flying records, and flight operations records of incoming and outgoing flights.
- Investigated and reported accidents, incidents, or safety concerns to appropriate personnel and authorities.
- Collaborated with maintenance crews and air traffic control to resolve problems and facilitate seamless operations.
- Implemented and enforced safety policies and procedures, confirming compliance with regulations.
- Prepared daily flight plans and coordinated with other agencies for seamless operations.
- Managed flight itinerary updates and communicated changes to appropriate air traffic control contacts to optimize movements and protect aircraft.
- Scrutinized and managed flow of incoming and outgoing aircraft, providing guidance and support as needed.
- Addressed medical emergencies and flight operation obstacles as both first responder and emergency management leader.
- Executed regular airfield inspections, identifying and reporting safety hazards or issues to supervisor.
- Developed and implemented emergency procedures, complying with safety regulations and enabling preparation in crisis events.
- Oversaw fueling, cargo management, and departure of aircraft at busy [Type] facility with [Number] daily departures and arrivals.
- Coordinated baggage handling operations to ensure timely aircraft turnaround.
- Monitored and maintained safety protocols during ground service activities.
- Assisted team members in training on best practices for customer service.
- Maintained accurate records of cargo and passenger services provided daily.
- Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
- Maintained well-developed relationships with customers and fellow employees using strong problem-solving and positive engagement skills.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
Adminstrative V-COVID 19 Case Investigator
Alberta Health Services
02.2022 - 02.2022
- Calling Clients that have tested positive for COVID 19 and giving recommendations on isolation guidelines and any other resources they may need.
Virtual Operations Responder for COVID 19 on behalf for MB Health
Canadian Red Cross
07.2021 - 02.2022
- Daily Active Monitoring and Case Investigation Responder for COVID 19 For MB Health.
- Daily calling for clients that had close contact with a person with COVID 19 And tested positive for COVID 19.
- Checking up on the client of any symptoms and if they have gone for testing. Education on isolation recommendations.
Operations Agent/Customer Service Lead
Swissport Canada
12.2015 - 03.2019
- For Swissport Duties: Answering ground to air radio for pilots Weight and Balance for Sunwing, AA and Eldeweiss Looking after BA, KL, Air North, AS, Sun Country and Cargo Charters Emailing Duty Manager flight schedule for Swissport.
- Check in, gates, arrival and departures.
Education
High School Diploma -
Gonzga
St. John's, NL06-1990
Skills
- Data analysis in Excel
- Analytical thinking
- Proactive in facing challenges
- Efficient at acquiring new skills
- Skilled in optimizing schedules
- Proficient in computer applications
- Skilled in high-stress environments
- Service excellence
- Experienced with Microsoft Office applications
- Effective team participation
- Strong verbal communication
- Proficient in team leadership
- Team leadership
Languages
English
Full Professional
Awards
World Wide Safety Award from Swissport Canada First Canadian to receive the Award.. Reporting an intoxicated Pilot about to operate a flight that I was in charge of when I was a Lead Agent Above Wing working at a Gate Departure on Dec 31 2015
COURSES
Canadian Red Cross Phyaiology in First AID Self Care
Timeline
Operations Agent/Customers Service Agent
Swissport Canada
07.2023 - 09.2025
Adminstrative V-COVID 19 Case Investigator
Alberta Health Services
02.2022 - 02.2022
Virtual Operations Responder for COVID 19 on behalf for MB Health
Canadian Red Cross
07.2021 - 02.2022
Operations Agent/Customer Service Lead
Swissport Canada
12.2015 - 03.2019
High School Diploma -
Gonzga