Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Bernice Jackman-Browne

Summary

Friendly and organized Baggage Handler skilled in time management and client services. Proven history of maintaining personable demeanor even under stressful circumstances. Committed to ensuring the safe arrival of passengers property at final destinations. Careful and dependable Baggage Handler with significant stamina and physical strength. Familiar with luggage transport. A team-player with excellent customer service skills.

Overview

45
45
years of professional experience

Work History

BAGGAGE & FIS SUPERVISOR

ENVOY AIR
Irving, Texas
12.2021 - Current
  • Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
  • Supervision of Baggage Transfer Fleet Service Clerks
  • Supervision of International connecting bags
  • Loaded passengers' property onto appropriate aircraft by collecting, sorting and checking baggage tags against flight lists.
  • Assisted customers with luggage issues such as missing bags while maintaining calm and personable demeanor.
  • Observed safety and privacy procedures in handling passengers' property.

CUSTOMER SERVICE AGENT

ENVOY AIR
IRVING , TEXAS
05.2015 - Current
  • Agent, Baggage Services Agent, Lead Agent - Baggage Analyst
  • Ticket Counter and Gate Agent
  • ICR and FIS Agent
  • Baggage Service Agent
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adapted to new applications and maintained knowledge of current technologies.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.

MANAGER

Funseekers Travel & Tours
Brooklyn, NY
10.2008 - 04.2015
  • Manage the everyday operations of the office inclusive of 25 Sales Representatives
  • Accomplished multiple tasks within established timeframes.
  • Cross-trained existing employees to maximize team agility and performance.
  • Onboarded new employees with training and new hire documentation.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Approved regular payroll submissions for employees.
  • Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.

CUSTOMER SERVICE REPRESENTATIVE

FUNSEEKERS TRAVEL, TOURS
Brooklyn, NewYork
06.2003 - 08.2008
  • Assisting customers with reservations for corporate and leisure travel
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided information regarding charge accounts and loyalty programs.

RESERVATIONIST

SILVER SANDS, TRAVEL AND TOURS
Brooklyn, NY
02.1998 - 04.2003
  • Assisting customers with reservations for leisure travel
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Provided customers with information about availability and pricing.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
  • Provided follow through on all calls with confirmations and dissemination of requested information.

RESERVATIONIST / GROUP BOOKING AGENT

ALKEN TOURS INC.
Brooklyn, NY
02.1993 - 12.1998
  • Construction of air, hotel and ground transportation packages
  • Negotiated essential contract terms such as bulk air fares, discounted hotel room rates and net rates for ground transportation on behalf of clients.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
  • Arranged for group hotel bookings in collaboration with sales department for weddings and special events.

RESERVATIONIST / CORPORATE ACCOUNTS

BERMUDA TRAVEL, PLANNERS
New York, New York
10.1988 - 06.1993
  • Making of reservations for corporate customers
  • Established profitable partnerships in airline, hotel and ground transportation sector to grow corporate account base.
  • Developed, serviced and grew corporate accounts
  • Worked independently with minimal supervision.
  • Prioritized tasks and projects to meet tight deadlines.

POLICE OFFICER

ROYAL BARBADOS POLCE FORCE
BRIDGETOWN, BARBADOS
02.1979 - 07.1988
  • Talked regularly with citizens to establish rapport and become familiar presence in area.
  • Investigated and reported crimes, accidents, offenses and damage to property.
  • Answered emergency calls for help from citizens and business owners.
  • Secured crime scenes, gathered evidence and questioned witnesses.
  • Conducted witness interviews and gathered details regarding incidents to determine best course of action.
  • Patrolled assigned areas to check homes, businesses and public roads for signs of disturbance.
  • Engaged with local individuals and community leaders to discuss crime reduction strategies.
  • Supervised crowds at busy events to prevent injuries and property destruction.

Education

DIPLOMA - Human Resources Management

YORK COMMUNITY COLLEGE
Queens, NY

DIPLOMA - Business Management

YORK COMMUNITY COLLEGE
Queens, NY

DIPLOMA - Sales, Merchandising, And Marketing

YORK COMMUNITY COLLEGE
Queens, NY

Associate of Applied Science - Tourism And Travel Management

Kingsborough Community College of The City University of New York
Brooklyn, NY

High School Diploma -

NEW YORK
New York, NY
1986

Skills

  • OSHA Standards
  • Airline Policies
  • Baggage Handling
  • Team Management
  • Federal Aviation Regulations
  • Customer Satisfaction
  • Good observation techniques
  • Good negotiating skills
  • Attentive listener

Affiliations

Computer training in Sabre, Qik, AA operating Systems

Baggage Service Training, Computer Training in Apollo and System One.

American Airlines Training at TCC

Comprehensive Police Training in all aspects of Police duties.

Timeline

BAGGAGE & FIS SUPERVISOR

ENVOY AIR
12.2021 - Current

CUSTOMER SERVICE AGENT

ENVOY AIR
05.2015 - Current

MANAGER

Funseekers Travel & Tours
10.2008 - 04.2015

CUSTOMER SERVICE REPRESENTATIVE

FUNSEEKERS TRAVEL, TOURS
06.2003 - 08.2008

RESERVATIONIST

SILVER SANDS, TRAVEL AND TOURS
02.1998 - 04.2003

RESERVATIONIST / GROUP BOOKING AGENT

ALKEN TOURS INC.
02.1993 - 12.1998

RESERVATIONIST / CORPORATE ACCOUNTS

BERMUDA TRAVEL, PLANNERS
10.1988 - 06.1993

POLICE OFFICER

ROYAL BARBADOS POLCE FORCE
02.1979 - 07.1988

DIPLOMA - Human Resources Management

YORK COMMUNITY COLLEGE

DIPLOMA - Business Management

YORK COMMUNITY COLLEGE

DIPLOMA - Sales, Merchandising, And Marketing

YORK COMMUNITY COLLEGE

Associate of Applied Science - Tourism And Travel Management

Kingsborough Community College of The City University of New York

High School Diploma -

NEW YORK

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Bernice Jackman-Browne