Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Dery Fernandez

Kissimmee,FL

Summary

Proven leader in aviation and customer service, excelling in operational efficiency and team leadership at Jetblue Airways Corp. Expert in ground support and emergency management, significantly enhancing customer satisfaction and safety. Skilled in problem-solving and communication, adept at streamlining processes for improved performance.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Ground Operations Agent

Jetblue Airways Corp
11.2024 - Current
  • Expedited passenger boarding process by accurately validating travel documents and efficiently managing gate queues.
  • Demonstrated strong problem-solving skills in resolving various operational challenges while maintaining a focus on customer satisfaction and overall efficiency.
  • Enhanced customer satisfaction levels with exceptional service during check-in, boarding, and disembarking processes.
  • Addressed medical emergencies and flight operation obstacles as both first responder and emergency management leader.
  • Understood FAA, TSA and airport regulations and verified compliance.
  • Improved ground operations efficiency by streamlining processes and implementing best practices.
  • Attended and completed required online and in-person training and mentored newer agents in advanced roles.
  • Conducted departure and arrival briefings.
  • Loaded and unloaded baggage of various weights and dimensions to and from aircraft and baggage areas.

Lead Ramp Agent

Alliance Ground International
03.2022 - 11.2024
  • Maintained accurate records for flight schedules, delays, and cancellations to ensure smooth operations.
  • Increased on-time performance through proactive identification and resolution of potential issues prior to departure.
  • Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
  • Operated moving truck safely to deliver items to destination without nicks or scratches.
  • Managed aircraft pushback operations, ensuring safe execution while maintaining schedule integrity.
  • Coordinated ground crew activities to complete objectives on schedule.
  • Guided aircraft into and out of parking positions using hand signals.
  • Boosted team morale by fostering a positive work environment and providing clear communication channels.
  • Assisted in receiving, stocking and distribution of merchandise.
  • Streamlined aircraft turnaround times through efficient coordination of ground support equipment and personnel.
  • Tracked flight schedules to promote on-time landings and avoid loading delays.

Delivery Driver

FedEx Ground
05.2017 - 03.2022
  • Delivered packages to customer doorsteps and business offices.
  • Completed rush deliveries on tight timetables to satisfy customer needs.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Successfully avoided time delivery delays by carefully planning best routes.
  • Determined quickest and safest routes for delivery by using effective planning and organizational skills.
  • Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
  • Loaded truck and properly secured items to prevent damage for deliveries.
  • Maintained upbeat, positive attitude in busy, customer-focused environment.
  • Loaded and unloaded various delivery vehicles with correct order and balancing.
  • Documented mileage, deliveries, pickups, customer issues and damages.
  • Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.
  • Worked with road knowledge, GPS systems and paper maps to navigate planned route and make adjustments.
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Inspected load security and checked for damages.

Part Sales Manager

AutoZone
08.2014 - 02.2017
  • Increased customer satisfaction by providing exceptional service and expert advice on part sales.
  • Resolved customer complaints swiftly and professionally, ensuring repeat business and positive reviews.
  • Conducted cash handling, credit card transactions, and register closeout at end of business day.
  • Organized parts storage and stocked inventory according to established guidelines.
  • Ensured compliance with company policies and industry regulations in all aspects of parts sales operations.
  • Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
  • Stocked and managed stock of parts.
  • Ordered parts from various distributors to fulfill demands.
  • Examined incoming inventory, merchandised shelves and prevented shrinkage.

Education

Diploma - Biology

North Rockland High School
Thiells, NY
06.1998

Skills

  • Airport security awareness
  • Passenger assistance
  • Ground support equipment operation
  • Ticketing and reservations
  • Baggage handling
  • Load planning
  • Cross-functional coordination
  • Airline procedures knowledge
  • Operational efficiency
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Reliability
  • Excellent communication
  • Team leadership
  • Decision-making

Certification

Perfect attendance awards

Languages

Spanish
Full Professional

Timeline

Ground Operations Agent

Jetblue Airways Corp
11.2024 - Current

Lead Ramp Agent

Alliance Ground International
03.2022 - 11.2024

Delivery Driver

FedEx Ground
05.2017 - 03.2022

Part Sales Manager

AutoZone
08.2014 - 02.2017

Diploma - Biology

North Rockland High School

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Dery Fernandez