Diana Graham
Atlanta,GA
Summary
Proven leader with extensive experience at Alaska Airlines Flight Operations Training Center, enhancing operational efficiency and customer satisfaction. Skilled in software expertise and teamwork, I spearheaded initiatives that significantly improved service delivery and fostered strong client and vendor relationships. My strategic approach and critical thinking led to notable achievements in cargo and personnel management. Highly organized Lead Cargo Agent, experienced in managing multiple tasks and handling issues. Possesses excellent problem-solving, communication and negotiating skills. Experienced Cargo Agent managing efficient, secure and compliant movement of goods. Expert in maintaining accurate cargo records and resolving customer issues quickly..
Overview
9
9
years of professional experience
Work History
Lead Cargo Agent
Alaska Airlines Flight Operations Training Center
06.2022 - 08.2024
- Collaborated with sales teams to identify opportunities for increasing revenue through strategic partnerships or expanded service offerings.
- Monitored equipment maintenance schedules to prevent downtime due to malfunctions or repairs needed during critical operations periods.
- Assisted in resolving customs issues for prompt clearance of goods, minimizing delays or penalties.
- Managed a team of cargo agents to effectively handle shipments, resulting in increased customer satisfaction.
- Developed strong relationships with clients and vendors to ensure the smooth flow of cargo operations.
- Strengthened collaboration between team members through regular feedback sessions and performance evaluations.
- Provided exceptional customer service by addressing inquiries promptly and professionally, fostering positive relationships with clients as their primary point of contact within the organization.
- Oversaw the implementation of security measures to safeguard cargo, facilities, and personnel from potential threats or incidents.
- Streamlined staff scheduling to optimize resource allocation during peak hours or high-volume periods.
- Evaluated operational processes for potential improvements, leading to a reduction in errors and enhanced productivites.
- Coordinated with airline partners for timely and accurate cargo handling, ensuring seamless operations.
- Trained new employees on company policies, safety regulations, and proper cargo handling techniques.
- Investigated discrepancies in shipment records or billing documents, resolving issues promptly for optimal client satisfaction levels.
- Utilized computer systems to manage cargo shipments and accurately track goods.
- Ensured proper labeling, packaging, and documentation of hazardous materials shipments according to regulatory guidelines.
Hair Salon Manager
Nubiance. Salon and Spa
07.2015 - 06.2022
- Enhanced client satisfaction by providing exceptional customer service and addressing concerns promptly.
- Established relationships with local businesses for cross-promotion opportunities benefiting both parties involved.
- Provided guidance to stylists on enhancing their skill set and service offerings.
- Recruited and hired top talent to maintain a skilled and diverse team of stylists.
- Managed financial aspects of the business, including budgeting, payroll, and expense tracking.
- Handled customer complaints professionally ensuring swift resolution maintaining client trust and loyalty.
- Grew customer numbers and boosted loyalty with strategic engagement and marketing strategies.
Education
Associate Of Arts -
Augusta Tech
Augusta, GASkills
DMangement app
Paperwork preparation
Invoicing oversight
Shipment tracing
Teamwork and Collaboration
Training and Development
Critical Thinking
Accomplishments
- Supervised and trained. a team of 15 staff members improving efficiency by 49%
- Achieved resolving customer issue with guidance through the process offering a solution accuracy and efficiency.
- Documented and offered additional support to ensure customers retention, created volume improving accuracy.
- Implementing team building exercises to increase performance and improve team members moral.
Receive employee of the month for providing excellent customer service and being the top producer.
One of my strength is being able to communicate effectively with customers, understanding their wants and needs , ensuring them their concerns are my first priority,being able to meet there expectations with a major impact leading into a lasting impression.
Timeline
Lead Cargo Agent
Alaska Airlines Flight Operations Training Center
06.2022 - 08.2024
Hair Salon Manager
Nubiance. Salon and Spa
07.2015 - 06.2022
Associate Of Arts -
Augusta Tech
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