Sarbjot Kaur Benipal

Trainer

• Delivers on-the-job training, refresher courses, practical exams, and other security and customer service training
• Monitors tests and assessments of screening employees
• Implements training for new employees and supports the new hire orientation program
• Delivers performance – improvement program training
• Provides checkpoint oversight and support as needed
• Demonstrates a positive partnership with our client to support training programs
• Responsible for coaching, correcting, mentoring, and assisting in re-certification
• Provides overall feedback and recommendations to screening officers

Team Leader

• Conduct oversight of operations and pre-board screening officers
• Assign roles and manage break and rotations
• Ensure all security procedures are followed in compliance with federal and aviation regulations
• Address escalations and operational issues promptly and professionally
• Monitor equipment functionality and report maintenance needs
• Resolve passenger concerns or complaints in a timely manner
• Report any security breaches, incidents, or suspicious behavior immediately
• Evaluate the performance of screening officers and provide constructive feedback

Screening Officer

• Maintain a professional and courteous demeanor while interacting with passengers
• To have excellent customer service and communicate effectively during a crisis – situation and deal with passengers in a professional manner
• Screen passengers and their baggage using x-ray, hand-held metal detectors, and/or manual search to ensure no prohibited items enter the secure area
• Monitor the flow of passengers through the checkpoint to ensure efficiency
• Test passengers and baggage for any explosive materials, using equipment such as explosive detection machines or chemical swab systems
• Report all incidents and/or security breaches using established communication channels
• Respond to alarms and report any events, illegal acts, or violations
• Verify passenger boarding passes to ensure validity
• Ensure the safety/security of all traveling passengers, airline staff, and all other airport employees
• Ensured safety of travelers by diligently following established screening procedures and protocols.
• Maintained professionalism under pressure, responding calmly and decisively to potential threats or crisis situations.

• Handled and responded to customer calls within parameters set by customer service levels
• Answered inquiries by clarifying desired information by researching, locating, and providing information
• Resolved problems by clarifying issues, researching, and exploring answers and providing alternative solutions
• Escalated appropriate issues to the responsible authority

• Responded to customer requests and inquiries via telephone, e-mail, and web-based chat
• Ensured individual and department Key Performance Indicators (KPIs) and objectives were achieved
• Identified sales opportunities and referred opportunities to Growth Sales Representatives
• Performed outbound calling including customer call backs, installation reminder calls, installation confirmations, overdue accounts, and expired credit card calls
• Documented information in a timely and accurate manner using the in-house Customer Relationship Management (CRM) system
• Provided customer feedback to the Customer Experience Supervisor and make recommendations for improvements where appropriate