Carol Herman
Summary
Proven leader and skilled problem-solver, I excelled at United Ground Express by enhancing team productivity and customer satisfaction through innovative training programs and efficient work processes. Expert in compliance management and fostering professional relationships, my approach significantly improved performance metrics and operational efficiency.
Overview
8
8
years of professional experience
Work History
Cross Utilized Lead Agent
United Ground Express
GSP Airport
11.2016 - Current
- Promoted a positive work environment by fostering collaboration among team members and encouraging professional development opportunities.
- Implemented new training programs aimed at improving agent skills and knowledge, resulting in improved performance metrics.
- Identified areas for improvement in agent performance, providing constructive feedback and coaching for success.
- Enhanced team productivity by implementing efficient work processes and streamlining communication.
- Trained new hires on company policies, procedures, and best practices, ensuring consistent service quality across the team.
- Managed a team of agents, providing guidance and support to achieve performance goals.
- Oversaw daily operations within the team, ensuring smooth workflows and efficient task completion.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Processed customer orders quickly and accurately for timely delivery.
- Operated on the ramp. Working in a team environment to turn flights in a timely manner.
- Used equipment such as, belt loaders, tugs, pushbacks and de-ice trucks.
- Qualified tow and break ride agent.
- Handled customer luggage, accepted quickpak and petsafe shipments.
- Qualified instructor for main cabin doors, jet bridges and Avelo airline above the wing training sign offs.
- Certified as a Ground Security Coordinator and a Customer Resolution Officer.
- Certified for above and below the wing operations.
Ramp2 Agent
Cerulean Aviation
GSP Airport
12.2020 - 12.2021
- Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
- Guided aircraft into and out of parking positions using hand signals.
- Maintained clean ramps, preventing trip hazards or debris from interfering with aircraft movements or personnel safety.
- Safely operated various types of equipment such as conveyor belts, push-back tractors, cargo loaders, cargo transporter and tugs.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
- Contributed to a safer work environment by strictly following safety protocols during ramp operations.
- Consistently maintained professional appearance and demeanor in accordance with company policies and standards.
- Contributed to a positive team environment by actively collaborating with colleagues and fostering open communication regarding ramp operations concerns.
- Displayed strong attention to detail during aircraft inspections, promptly reporting any observed irregularities or potential hazards.
- Participated in ongoing training sessions to stay updated on industry regulations, best practices, and new technologies in ramp services.
- Connected electrical power unit and hoses to aircraft.
- Completed cargo manifests and flight paperwork for proper luggage and flight tracking.
- Accepted cargo by managing paperwork, screening and building cargo pallets.
- Managed warehouse operations and verified proper shipment procedures.
- Managed cargo flights manifest.
- Operated equipment while observing standard safety procedures.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Successfully navigated large shipments of materials through tight spaces and busy facilities.
- Drove forklifts, pallet jacks and other equipment to move materials.
Education
No Degree - Elementary Education
Northland International University
Dunbar, WIHigh School Diploma -
Home Schooled
04.2009
Skills
- Decision-making capabilities
- Task Delegation
- Compliance Management
- Positive Attitude
- Problem-Solving
- Customer service and care
- Critical Thinking
- Clear Communication
- Organizational Skills
- Documenting information
- Relationship Building
- Customer Complaint Resolution
- Schedule Management
Timeline
Ramp2 Agent
Cerulean Aviation
12.2020 - 12.2021
Cross Utilized Lead Agent
United Ground Express
11.2016 - Current
No Degree - Elementary Education
Northland International University
High School Diploma -
Home Schooled