Erica Anderson
Haverhill,MA
Summary
Proven Trainer Coordinator and Cargo Agent at Delta Air Lines, Inc, adept in curriculum design and conflict resolution. Enhanced training delivery methods, achieving significant improvements in new hire performance. Skilled in leveraging Learning Management Systems and fostering teamwork, consistently ensuring efficient, safe cargo handling and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Barista
Bagels N Brew
Winchester Ma
10.2024 - Current
- Works in customer service making coffees and other drinks as well as bagels and sandwiches.
- Work in a leadership roll during certain shifts.
- In charge of opening and closing the shop and counting out drawer.
- Cleans shop up to management standards and legal requirements.
- Is creative, making new flavors for drinks and sandwiches.
- Also makes signs and social media content.
Trainer Coordinator
Delta Air Lines, Inc
Boston, MA
10.2022 - 11.2023
- Applied various teaching aids to minimize learning gaps and instruct and motivate students.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Tracked student progress, frequently checking in with struggling new hires and identifying root causes of problems.
- Oversaw curriculum development and implementation in alignment with policies.
- Administering the final exam and report results to supervisors.
- Guided tours of the airport.
- Trained of various heavy duty equipment.
- Worked during hiring events, giving presentations and fingerprinting potential new hires.
Ticket/ Gate Agent
Delta Air Lines, Inc
Boston, MA
12.2018 - 10.2022
Cargo Agent
Delta Air Lines, Inc
Boston, MA
10.2017 - 12.2018
- Created documents of load plans, cargo cleanliness inspections, and transportation processes.
- Negotiated and arranged transport of goods with shipping or freight companies.
- Utilized computer systems to manage cargo shipments and accurately track goods.
- Resolved any customer inquiries or complaints to restore satisfaction.
- Operated cargo handling equipment to facilitate safe and quick loading and unloading of cargo.
- Liaised with customers provide status updates and explain cargo shipment delays.
- Directed delivery trucks to shipping doors or designated areas and helped unload and load goods.
- Prepared hazardous material shipments in compliance with safe handling practices.
- Implemented and maintained security protocols to safeguard cargo shipments.
- Compiled accurate cargo manifests, avoiding shipping errors and meeting regulatory standards.
- Detected damages and discrepancies in cargo shipments with careful inspections and close monitoring.
- Checked import and export documentation to determine cargo contents and classified goods into different tariff or fee groups.
- Built working relationships with clients to foster loyalty and encourage repeat business.
- Entered shipping information into computer system and estimated freight and postal rates.
- Examined cargo and freight shipments to check goods' condition.
Ticket/ Gate Agent
Delta Air Lines, Inc
Boston, MA
06.2015 - 10.2017
- Sold, printed and reissued available tickets to customers at check-in.
- Assisted customers with ticketing and baggage check-in requirements.
- Tagged and transferred baggage from scales to designated conveyor belt.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Managed passenger check-in by verifying customers' travel documentation.
- Disbursed and recorded appropriate gate passes.
- Monitored gate areas and addressed security situations with management.
- Communicated with site personnel by relaying information via radio calls.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
Education
Bachelor Degree - History
Salem State University
Salem, MAAssociate Degree Science - Digital Graphic Design
Northshore Community College
Lynn, MA06.2009
Skills
- Training delivery
- Learning Management Systems
- Curriculum Design
- Mentoring abilities
- Conflict resolution
- Problem solving
- Effective time management
- Adaptability
- Teamwork
Additional Information
Green Up/ Zero waste committee
Green Up is one of many business resource groups within Delta Air Lines. As the head of Green Up Boston, I was responsible for organizing and working events. We did a water tasting, a city clean up and a project to help our SAF (sustainable aviation fuel) initiative. I would attend Green Up meetings and realy the information to the other members in Boston. Being a member of the zero waste committee as well, I would help work on projects to make our airports and employees zero waste. Working closely with the chairman put me on the short list to take over when he had to step down.
Timeline
Barista
Bagels N Brew
10.2024 - Current
Trainer Coordinator
Delta Air Lines, Inc
10.2022 - 11.2023
Ticket/ Gate Agent
Delta Air Lines, Inc
12.2018 - 10.2022
Cargo Agent
Delta Air Lines, Inc
10.2017 - 12.2018
Ticket/ Gate Agent
Delta Air Lines, Inc
06.2015 - 10.2017
Bachelor Degree - History
Salem State University
Associate Degree Science - Digital Graphic Design
Northshore Community College