Siale Ita
Berkeley
Summary
Motivated employee with excellent time management skills. True problem-solver remains calm under pressure to meet departure schedules. Trained in flight line operations and safety through 5 years of aviation experience.
Overview
6
6
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
06.2022 - 09.2022
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Communicated with clients regarding account services, statements, and balances.
- Provided primary customer support to internal and external customers.
- Adapted to new applications and maintained knowledge of current technologies.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Supervisor
United Airlines Inc.
06.2019 - 04.2021
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Identified customer service trends to provide recommendations for process and procedural improvements.
Ramp Agent Supervisor
McGee Air Services
01.2018 - 06.2019
- Handling Passengers Baggage
- In Charge Of making sure the flight pushes out on time
- Loading And Unloading the baggages Into and out of the aircraft
- Working together with other rampers on a team to successfully complete work tasks
- Enhanced safety measures for ground crews by conducting regular training sessions and equipment inspections.
- Streamlined baggage handling processes to ensure timely delivery to aircraft and reduce delays.
- Optimized aircraft turnaround time by coordinating efficient fueling, catering, cleaning, and boarding processes.
- Maintained accurate records of all ramp-related incidents for thorough analysis and continuous improvement efforts.
- Led cross-functional teams in developing innovative solutions for common challenges faced in the daily operations of a busy airport environment.
- Provided feedback on performance metrics regularly which helped identify potential bottlenecks and areas requiring improvement.
- Established strong relationships with key stakeholders, including airline partners, airport authorities, and ground service providers, to facilitate seamless ramp operations.
Ramp Supervisor
Southwest Airlines
01.2022 - Current
- Improved ramp safety by conducting regular inspections and implementing updated safety protocols.
- Streamlined operations for increased efficiency by optimizing employee schedules and delegating tasks effectively.
- Reduced aircraft turnaround time with meticulous planning, coordination, and communication among the team members.
- Enhanced customer satisfaction by addressing passenger concerns promptly and in a professional manner.
- Managed inventory of necessary equipment and supplies for daily ramp operations, ensuring availability when needed.
- Promoted a positive work environment by fostering open communication lines between team members and encouraging professional growth opportunities.
- Maintain accurate records of all ramp activities for reporting purposes.
- Established clear expectations for each team member''s roles and responsibilities, providing guidance and support to achieve operational goals.
- Maintained documentation, completed shift paperwork and submitted information for team payroll.
- Improved ramp operations by implementing efficient scheduling and team coordination.
Education
High School Diploma -
Roosevelt High School
Portland, OR2017
Skills
- Schedule Management
- Safety Management
- Load Planning
- Baggage handling
- Ramp service
- Problem-Solving
- Flexible Schedule
- Team Leadership
- Dependable and Responsible
- Ramp Security
- Customer Service
- Adaptability
- Time management abilities
Timeline
Customer Service Agent
Southwest Airlines
06.2022 - 09.2022
Ramp Supervisor
Southwest Airlines
01.2022 - Current
Customer Service Supervisor
United Airlines Inc.
06.2019 - 04.2021
Ramp Agent Supervisor
McGee Air Services
01.2018 - 06.2019
High School Diploma -
Roosevelt High School
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