Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Akilah Baker

Burlington,WI

Summary

Experienced professional with a solid background in operations, ready to take on a leadership position. Proven track record of optimizing processes, enhancing efficiency, prioritizing safety, and achieving goals through strategic planning and implementation. Recognized for promoting teamwork, embracing change, and communicating effectively. Skilled in resource management, performance assessment, and spearheading continuous improvement initiatives. Reliable, adaptable, proactive individual dedicated to producing results.

Overview

13
13
years of professional experience

Work History

Cargo Operations Service Manager

Delta Air Lines, Inc.
01.2021 - Current
  • Direct oversight of Safety performance and reduced recordable injuries by 85% YoY 2022, 2023
  • Implemented new training programs for staff members, boosting employee engagement and skillsets.
  • Improved corporate audits on compliance, safety, security and training 8.9% from 2023 to 2024.
  • Assisted in hiring decisions by conducting over 80 hiring events and assessing candidate qualifications against job requirements.
  • Monitored performance metrics in international and domestic goals, identifying areas for improvement in service delivery standards.
  • Streamlined processes through data analysis reducing turnaround times for service request.

Cargo Lead Agent

Delta Air Lines, Inc.
04.2019 - 01.2021
  • Coordinated meetings with vendors and other departments to improve operation concerns.
  • Trained and mentored new agents on company policies and procedures.
  • Assisted with 60-75 incoming customer calls per day on customs clearance, missing freight and matters involving reviewing CCTV.
  • Managed 25 direct reports.
  • Ensured compliance with safety regulations and company standards in all operations.

Airline Customer Service Agent

Delta Air Lines, Inc.
07.2017 - 04.2019
  • Managed ticket counter operations including check-in and check-out procedures for passengers and cargo items.
  • Booked flights, reserved seats and rescheduled passengers to provide superior customer service.
  • Provided excellent customer service by assisting customers with questions, flight changes and luggage issues.
  • Used loudspeakers to announce important updates on delayed flights, cancellations and gate changes.

Patient Service Representative

Aurora Health Care
04.2012 - 04.2019
  • Performed patient registration and scheduling in a fast-paced environment with accuracy and efficiency.
  • Verified patient information to ensure accuracy prior to appointment check-in.
  • Ensured compliance with HIPAA regulations through proper handling of confidential patient information.

Education

Some College (No Degree) - Business Management

Gateway Technical College
Elkhorn, WI

High School Diploma -

Badger High School
Lake Geneva, WI
06.2003

Skills

  • Operational improvement
  • Employee performance evaluation
  • Optimistic outlook
  • Service excellence
  • Problem-solving
  • Multitasking and organization
  • Occupational safety
  • Leadership in team settings
  • Versatile and trustworthy
  • Outgoing and energetic
  • Logistics Management
  • Inventory management

Awards

  • 2023 Leadership Excellence Award
  • 2024 Chairman's Club Nominee
  • 2023 Chairman's Club Nominee
  • 2022 Chairman's Club Nominee
  • 2025 SVP Richard's Roundtable

Timeline

Cargo Operations Service Manager

Delta Air Lines, Inc.
01.2021 - Current

Cargo Lead Agent

Delta Air Lines, Inc.
04.2019 - 01.2021

Airline Customer Service Agent

Delta Air Lines, Inc.
07.2017 - 04.2019

Patient Service Representative

Aurora Health Care
04.2012 - 04.2019

High School Diploma -

Badger High School

Some College (No Degree) - Business Management

Gateway Technical College

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