Eduardo Cragwell
New York,NY
Summary
Experienced Customer Service Representative with over 5 years of expertise in the aviation industry. Specializes in flight safety procedures, management, and exceptional customer service. Skilled in coordinating ground crew activities, managing flight itineraries, and ensuring smooth operations. Committed to enhancing customer experiences and driving team success through innovative problem-solving and effective communication. Bilingual professional dedicated to delivering seamless service and contributing to the overall success of the team.
Overview
8
8
years of professional experience
Work History
Warehouse Sortation Associate
Amazon
11.2024 - Current
- Increased productivity by working collaboratively with team members to meet deadlines.
- Enhanced efficiency by sorting and organizing packages according to destination codes.
- Moved pallets and packing material to designated vacant storage areas for operational safety.
- Supported warehouse operations with manual loading, unloading, and palletizing of packages.t6
Customer Service Representative
American Airlines
08.2022 - 11.2024
- Greeting customers when they enter the airport or arrive at the kiosk area
- Adhere to company policies, procedures, and government regulations
- Assisting customers with self-service kiosk check-in and kiosk baggage processing
- Performing clearance and verification of documents at kiosks for customers traveling internationally using the Timatic database available in the kiosk
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Passenger Service Agent
Avianca Airlines
03.2022 - 08.2022
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Monitored security and maintained operational protocols
- Inspect and verify passenger documentation
- Manage passenger baggage processing including handling and fee calculation if applicable
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight
- Coordinated all ground crew activities to complete objectives on schedule
- Oversaw fueling, cargo management and departure of aircraft, daily departures and arrivals
- Addressed urgent issues, including medical emergencies and flight operation obstacles
- Collaborated with on-site personnel, including maintenance and air traffic control, to resolve problems and facilitate seamless operations
- Monitored airfield duties and personnel to make proactive changes to procedures, workflows and task responsibilities to maintain operations targets
- Managed flight itinerary updates and communicated changes to appropriate air traffic control contacts to optimize movements and protect aircraft
- Maintained flight and events logs, aircrew flying records and flight operations records of incoming and outgoing
- Alerted airport response personnel to crisis situations and handled incoming medical and other emergency landings
- Trained new employees on ground handling procedures, providing guidance when needed
- Coordinated communication between airline personnel, ground crews and other airport staff to ensure efficient operation of flights
- Monitored aircraft movements on the airfield to ensure compliance with air traffic control regulations
- Completed daily paperwork such as weight reports, fuel logs and other documentation related to ground handling activities
Passenger Service Agent
Worldwide Flight Services
09.2018 - 03.2022
- Supervisor Experience
- Monitored security and maintained operational protocols
- Used airline computer system to create airline tickets and boarding passes
- Used Amadeus system to prepare pre-departure and post-departure reports and passenger manifests
- Coordinated with ramp agents to successfully store, remove and transport customer baggage
- Coordinated all ground crew activities to complete objectives on schedule
- Managed flight itinerary updates and communicated changes to appropriate air traffic control contacts to optimize movements and protect aircraft
- Oversaw fueling, cargo management and departure of aircraft, daily departures and arrivals
- Maintained flight and events logs, aircrew flying records and flight operations records of incoming and outgoing
- Monitored and coordinated aircraft movements in the air and on runways
- Alerted airport response personnel to crisis situations and handled incoming medical and other emergency landings
- Trained new employees on ground handling procedures, providing guidance when needed
- Coordinated communication between airline personnel, ground crews and other airport staff to ensure efficient operation of flights
- Completed daily paperwork such as weight reports, fuel logs and other documentation related to ground handling activities
- Facilitated communication between pilots and ground personnel during takeoffs and landings
Passenger Service Agent
Swissport
03.2017 - 09.2018
- Monitored security and maintained operational protocols
- Checked in luggage and confirmed all carry-on items met federal guidelines
- Tagged baggage and routed to appropriate location for loading and screening
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries
- Announced flight status updates and information about gate changes over PA system
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Monitored security and maintained operational protocols
Preloader
United Parcel Service
08.2016 - 12.2016
- Completed daily inventory for all packages being delivered and received
- Lifted and slid packages weighing up to70 pounds on conveyor belts to transport items
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions
- Assembled orders and packed items for shipment, conveying orders to shipping personnel
- Used hand-held scanners and physical logs to accurately track item movements
- Removed jams and unblocked conveyor system to maintain flow of goods
Education
High School -
High School For Law Advocacy And Community Justice
New York, NY06-2016
Skills
- Customer Service
- Flight Safety Procedures
- Administrative Support
- Good listening skills
- Bilingual
LANGUAGES
Spanish Native
Timeline
Warehouse Sortation Associate
Amazon
11.2024 - Current
Customer Service Representative
American Airlines
08.2022 - 11.2024
Passenger Service Agent
Avianca Airlines
03.2022 - 08.2022
Passenger Service Agent
Worldwide Flight Services
09.2018 - 03.2022
Passenger Service Agent
Swissport
03.2017 - 09.2018
Preloader
United Parcel Service
08.2016 - 12.2016
High School -
High School For Law Advocacy And Community Justice
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