Seyum Tebeje

Organized baggage carts for loading onto planes accurately according to airline specifications.

• Tagged and wrote identifying information on containers, boxes and cargo.
• Operated a variety of motorized vehicles such as tugs, belt loaders, forklifts. safely and efficiently around airport premises.
• Coordinated cargo unloading with other workers to achieve efficient and safe transportation.
• Handled passenger luggage, mail and cargo in accordance with safety and privacy protocols.
• Followed safety procedures such as using reflective gear while working on the ramp.
• Coordinated with pilots, cabin crew, and airport staff to maintain on-time departures and arrivals.
• Managed baggage sorting and routing to correct flights and baggage claim areas.

• Supervised and trained customer service staff to ensure excellent customer service delivery.
• Identified areas of improvement in the customer service process and developed strategies to address them.
• Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
• Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
• Assisted customers with product inquiries and resolving complaints promptly and professionally.
• Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
• Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
• Evaluated employee performance reviews based on specific criteria set forth by management.
• Assisted in developing training materials for new hires as well as existing employees.
• Maintained knowledge of company products and services to promptly resolve complaints and concerns.
• Provided day-to-day leadership to cultivate environment that exemplified company values.
• Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
• Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
• Created training manuals to resolve simple and complex customer issues.
• Delegated work to staff, setting priorities and goals.
• Coordinated with other supervisors, combining group efforts to achieve goals.
• Analyzed financial activities of department to share budgetary input with managers.

• Greeted passengers and provided information about departure and arrival times.
• Assisted customers with ticketing, seating, and baggage handling requirements.
• Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
• Resolved customer complaints in a timely manner.
• Communicated effectively with other departments to ensure the best customer experience possible.
• Performed check-in procedures for both domestic and international flights.
• Verified passenger documentation ensuring compliance with applicable laws and regulations.
• Ensured all boarding passes were printed accurately prior to flight departure time.
• Processed refunds, exchanges, and upgrades when necessary.
• Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
• Filed reports of passenger complaints or incidents that occurred during travel process.
• Prepared daily activity reports detailing customer service issues encountered during shift.
• Provided first aid assistance to passengers if needed during flight or while waiting at airport terminal.
• Followed company policies and procedures related to customer service operations at all times.