CHERRYANN P. HERBERT
Miramar,USA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing positive results. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
2014
2014
years of post-secondary education
Work History
Customer Service Agent
Delta Air Lines, Inc
Miami, FL
08.2024 - Current
- Loaded and unloaded luggage from aircraft, ensuring proper handling and placement.
- Operated ground support equipment for efficient baggage transportation and aircraft servicing.
- Conducted safety checks on equipment and work areas to maintain compliance standards.
- Maintained cleanliness of ramp area, ensuring a safe working environment at all times.
- Followed safety procedures such as using reflective gear while working on the ramp.
- Loaded and unloaded baggage and other cargo, transporting to and from aircraft.
- Operated conveyor belts, push-back tractors and aircraft tugs daily.
- Worked in various weather conditions to ensure continuous airport operations.
- Worked efficiently towards making BTC
Manager
Swissport – Trinidad and Tobago International Airport
Port of Spain, Trinidad and Tobago
07.2007 - 06.2020
- Greets customers, respond to questions, and directs services and resources.
- Assists customers with using automated baggage systems and kiosks.
- Resolves customer issues/concerns, including re-directing or contacting/coordinating with the appropriate party for resolution, including the Duty Manager, for escalations.
- Has regular contact with janitorial staff, security, airline, and airport operations staff for services or re-direction for customer support, including for situations that require immediate response, and to respond to changes in operational needs from same (e.g., additional check-ins)
- Monitors passenger flows and congestion points within and around the terminal.
- Notifies Duty Manager of issues/concerns and coordinates passenger flows at key areas.
- Performs queue management activities in the event of irregular operations/situations.
- Controls the backflow of passengers into specific areas; streams passengers into appropriate queues.
- Monitors customer-facing areas of the terminal to ensure facilities are orderly, clean, and operational.
- Re-arrange baggage on the conveyor belt when jamming occurs.
- Patrols parking lot for baggage carts and returns to terminal location.
- Supervised baggage handling teams to ensure efficient operations and safety compliance.
- Coordinated with airline representatives to manage baggage delivery and retrieval processes.
- Trained staff on baggage tracking systems and safety protocols for smooth operations.
- Oversaw inventory management of baggage carts and handling equipment for optimal use.
- Resolved passenger inquiries regarding lost or delayed luggage effectively and courteously.
- Monitored workflow to identify areas for improvement in baggage handling efficiency.
- Collaborated with ground crew to streamline loading and unloading procedures at the terminal.
- Developed efficient systems for tracking lost or delayed baggage.
- Supervised baggage handling staff, ensuring proper loading and unloading of luggage.
- Assisted passengers with retrieving their belongings at check-in counters or carousels.
- Prepared detailed reports on any incidents involving mishandled luggage.
- Coordinated with airlines to resolve any issues related to baggage handling.
- Scheduled work shifts for baggage handlers and other personnel as needed.
- Monitored all areas of the baggage department to ensure efficiency and safety.
- Handled passenger luggage, mail and cargo in accordance with safety and privacy protocols.
- Juggled shift duties, prioritizing immediate tasks to streamline operations.
Education
Basic Spanish - Languages
Sital edu
Port Of Spain, TT 01.2000 - 05.2021
Arima High
Port Of Spain, TTSkills
- Team builder
- Fast learner
- Conflict resolution
- Operational efficiency
- Team supervision
- Problem solving
- Customer relationship management
- Safety compliance
- Customer interaction
- Baggage handling
References
Available upon request.
Timeline
Customer Service Agent
Delta Air Lines, Inc
08.2024 - Current
Manager
Swissport – Trinidad and Tobago International Airport
07.2007 - 06.2020
Basic Spanish - Languages
Sital edu
01.2000 - 05.2021
Arima High