Summary
Overview
Work History
Education
Skills
Languages
Awards
COURSES
Timeline
SoftwareEngineer
Laura Mc Hugh

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, NL
06-1990

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
Laura Mc Hugh