Angela Parham
Washington
Summary
Results-oriented professional with extensive experience in airline operations and passenger services at G2 Secure Staff. Demonstrated success in staff training and leadership, leading to improved efficiency and customer satisfaction. Expertise in conflict resolution and proficiency in systems such as Sabre and QIK, contributing to operational excellence and enhanced team performance.
Overview
9
9
years of professional experience
Work History
Manager, Baggage Service
G2 Secure Staff-American Airlines Contractor
Arlington
11.2019 - Current
- Trained and coached 40+ employees on company policies, system use (Net Tracer, QIK), and passenger service standards, resulting in improved on-time case resolution.
- Partner with management to implement departmental policies and recommend staffing/procedural adjustments, reducing employee turnover and increasing efficiency.
- Prepared operational reports for American Airlines executives using Net Tracer, Prime, Air Portal, Sabre, and QIK, enhancing communication and accountability.
- Resolved escalated passenger complaints and guided employees through complex problem-solving, improving customer satisfaction ratings.
- Supervised staff to ensure adherence to quality standards, correcting errors and reinforcing performance expectations.
- Managed duty assignments, monitored inventory, and coordinated supply orders to maintain uninterrupted operations.
Baggage Supervisor
G2 Secure Staff
Arlington
10.2016 - 11.2019
- Supervised and scheduled 35 baggage agents, improving scheduling efficiency and ensuring adequate coverage for peak travel times.
- Reduced reporting errors by reviewing files and implementing corrective training for staff.
- Managed Lost & Found operations, increasing recovery rates and minimizing customer complaints.
- Served as acting Manager during absences, overseeing daily operations and ensuring compliance with American Airlines service standards.
- Supported agents by handling escalated baggage claims and providing ongoing coaching.
Education
Associate of Science - Criminal Justice
Westwood College
Arrington, VA04-2014
Skills
- Airline Operations & Passenger Services
- Staff Training & Leadership
- Baggage Claim Management
- Conflict Resolution & Customer Relations
- Scheduling & Workforce Coordination
- Microsoft Office (Word, Excel, Outlook)
- Systems: Sabre, QIK, Net Tracer, Prime, AA Portal
Timeline
Manager, Baggage Service
G2 Secure Staff-American Airlines Contractor
11.2019 - Current
Baggage Supervisor
G2 Secure Staff
10.2016 - 11.2019
Associate of Science - Criminal Justice
Westwood College
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