Exandine Kilbourn
Charlotte,NC
Summary
Critical thinking employee with excellent time management skills. Dedicated problem-solver adept at remaining calm under pressure. Effective Ramp Agent using top-notch skills in communication and management .
Dynamic and hard-working commercial airline employee highly experienced as ramp agent. Offers excellent listening and comprehension skills. Trained in Fleet Services and Baggage processing .
Outgoing Talent Agent with managerial experience and strong relationship-building skills. Proven to maintain effective communications with Executives. Skilled in organizing and tracking casting leads. Results-driven Talent Acquisition Director leverages people and best practices to create accountable performance. Change agent with history of driving continuous performance improvements. Develops and executes strategies to attract, develop, engage and retain strong and diverse talent.
Customer-oriented, strategic-thinking sales management professional successful in cultivating partnerships, retaining top accounts and growing profit channels. Multi-tasking and self-motivated leader with expertise in expanding network connections and persuasively introducing products. Well-versed in implementing pricing models, managing vendor relations and expanding territory.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Fleet Ramp Agent Captain
American Airlines
Charlotte, NC
03.2024 - Current
- Loaded and unloaded aircrafts with baggage, cargo, and mail safely and efficiently.
- Ensured proper weight balance on aircrafts by placing heavy items in the aft of the plane.
- Assisted passengers with special needs including wheelchairs, strollers, and other mobility aids.
- Followed safety procedures such as using reflective gear while working on the ramp.
- Checked flight manifests to ensure accuracy of luggage loaded onto planes.
- Organized baggage carts for loading onto planes accurately according to airline specifications.
- Communicated effectively with ground crew members to ensure smooth operation of flights.
- Operated a variety of motorized vehicles such as tugs, belt loaders, forklifts. safely and efficiently around airport premises.
- Worked closely with air traffic control personnel to coordinate safe movement of planes on the taxiway.
- Conducted daily safety inspections of ramps and runways ensuring no debris or foreign objects were present before takeoff.
- Utilized two-way radio communication systems to communicate between ramp agents and pilots and ground crew personnel.
Owner Operator
DUFFS Steak Shop
Charlotte, NC
06.2022 - Current
- Developed menus for customers to choose from.
- Scheduled employees for daily operations of the food truck.
- Organized and maintained food truck inventory.
- Coordinated with vendors to ensure timely delivery of supplies and ingredients.
- Maintained a clean and sanitary work environment in accordance with health regulations.
- Prepared meals according to customer orders using fresh ingredients.
- Ensured that all staff adhered to safety protocols while operating the food truck.
- Processed payments accurately and efficiently using cash registers or POS systems.
- Provided excellent customer service, resolving customer complaints quickly and professionally.
- Advertised the food truck business through various channels such as social media, flyers.
- Assisted in loading and unloading equipment into the food truck when necessary.
- Monitored stock levels of ingredients on a regular basis to ensure adequate supply is available at all times.
- Kept accurate records of sales data, expenses, profits.
- Performed maintenance checks on the food truck regularly.
- Managed online orders and deliveries within designated areas.
- Trained new employees on proper use of kitchen equipment, cooking techniques.
- Created innovative dishes to attract more customers.
- Stayed up-to-date with industry trends related to food trucks.
- Researched potential locations for setting up the food truck business.
- Developed marketing strategies for promotion of the food truck services.
- Juggled high volume of orders during lunch rush while making sure every customer received food as ordered.
- Optimized small workspace to maximize utility of sometimes cramped food truck working area.
- Prioritized service to develop relationships and improve customer regularity.
- Worked well within budget while incorporating high-quality ingredients to improve food quality.
Talent Acquisition Executive
Quantum 3 Media
Charlotte, NC
03.2020 - 09.2022
- Recruited and screened potential candidates for open positions.
- Developed and implemented a comprehensive recruitment strategy to identify, attract and hire top talent.
- Created job postings in various job boards, social media sites and professional networks.
- Organized and conducted interviews with potential candidates to evaluate their skills and qualifications.
- Conducted reference checks for all selected candidates.
- Established relationships with universities to recruit fresh graduates.
- Analyzed data from the ATS to identify trends in recruiting performance.
- Provided feedback on recruitment process improvements to key stakeholders.
- Participated in career fairs, open houses and other events related to talent acquisition.
- Prepared offer letters for successful candidates based on salary guidelines set by HR department.
- Coordinated onboarding activities for new hires including orientation programs and training sessions.
- Collaborated with hiring managers to ensure that requirements are accurately communicated throughout the recruitment process.
- Assessed current recruiting practices for effectiveness and recommend changes as needed.
- Researched labor market conditions to stay abreast of industry trends in terms of salaries, benefits packages.
- Ensured compliance with local employment laws while sourcing candidates.
- Advised hiring managers on best practices related to interviewing techniques and selection criteria.
- Provided guidance to junior members of the recruitment team regarding policies and procedures.
- Partnered with marketing team to create content for employer branding initiatives.
Sole Proprietor
DUFFSTUFF
Charlotte, NC
08.2018 - 02.2022
- Developed and maintained relationships with vendors to ensure product availability for customers.
- Created online store presence through website design, content management and SEO optimization.
- Provided customer service support via email, phone and live chat.
- Analyzed sales data to identify trends in customer preferences.
- Resolved customer inquiries and complaints in a timely manner.
- Generated reports on sales performance, customer feedback and inventory status.
- Developed marketing strategies to promote products across multiple channels including social media, email campaigns and web advertising.
- Implemented promotional campaigns that increased sales by 15%.
- Processed credit card payments using secure payment gateways.
- Ensured compliance with local laws related to selling products online.
- Maintained accurate records of all transactions for audit purposes.
- Identified opportunities to increase efficiency in operations processes.
- Assisted with the development of new product offerings based on market research results.
- Updated website content regularly according to changing market conditions.
- Tested functionality of ecommerce platform prior to launch.
- Listened to customer interests and needs and matched with suitable related products.
- Maintained high feedback ratings from customers by responding quickly to questions and problems.
- Communicated with current customers to increase overall satisfaction and improve product value.
- Answered email inquiries about products and merchandise.
- Photographed and wrote product descriptions and sales copy for items.
- Calculated total purchase amounts, taxes and shipping costs for new products.
- Demonstrated exceptional customer service skills and translated complex conversations into simple solutions and sales.
- Maintained updated brand and product knowledge to deliver optimum customer shopping experience.
- Promoted service and selling culture to exceed customer expectations and build loyal consumer relationships.
Director of the Office of the President
AT&T Mobility
Charlottesville, NC
02.2006 - 08.2018
- Developed and implemented escalations process to ensure customer satisfaction.
- Analyzed customer feedback and identified areas of improvement in the escalation process.
- Coordinated with cross-functional teams to resolve escalated issues quickly and efficiently.
- Monitored customer service team performance, providing guidance on how to handle difficult situations.
- Ensured compliance with company policies and processes related to escalations management.
- Developed and implemented successful social media campaigns to support company objectives.
- Created engaging content for multiple social media platforms, such as Twitter, Instagram, Facebook, and LinkedIn.
- Managed the daily operations of all assigned social media accounts.
- Analyzed data to measure the effectiveness of campaigns and adjust strategies accordingly.
- Collaborated with other departments to ensure brand consistency across all channels.
- Monitored customer comments on various social media channels and responded in a timely manner.
- Assisted in developing strategies for increasing followership and engagement rates.
- Provided training and guidance to team members on best practices for utilizing social media tools.
- Ensured compliance with company policies when publishing content online.
- Developed and executed strategies to improve sales team performance.
- Provided guidance and coaching to sales representatives in order to increase their competency and productivity.
- Assisted sales reps with customer inquiries, product knowledge, pricing issues, and other related topics.
- Conducted weekly meetings with the sales team to discuss progress and identify areas for improvement.
- Monitored individual performance metrics such as quota attainment, call volume, customer satisfaction scores.
- Analyzed data from CRM systems to identify trends and opportunities for growth.
- Collaborated with marketing teams on campaigns that would drive leads into the sales funnel.
- Created training materials and conducted workshops on best practices for selling products and services.
- Developed incentive programs to motivate the sales team to reach their goals faster.
- Provided feedback on presentations given by members of the sales team during client visits or pitches.
- Assessed current processes within the organization and identified areas for improvement.
- Advised senior management on strategies for increasing revenue through improved efficiency of existing resources.
- Generated reports detailing key performance indicators for each member of the sales team.
- Tracked competitors' activities in order to gain insights into potential new opportunities.
- Organized events such as webinars or conferences in order to promote products and services.
- Developed a comprehensive onboarding program for new hires in order to ensure they are adequately trained.
- Maintained an up-to-date knowledge base of industry trends, market conditions, legal requirements.
- Created and coordinated group training classes in alignment with company sales objectives.
- Recruited, trained and mentored sales team members, offering continuous support for professional development.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
- Developed relationships with customers by providing excellent customer service.
- Followed up with prospects on a regular basis to ensure satisfaction with services provided.
- Attended meetings with current and prospective customers to discuss their business needs.
- Negotiated contracts with customers to secure sales deals.
- Maintained accurate records of all sales activities in the company's CRM system.
- Resolved customer complaints promptly and effectively.
- Provided product demonstrations to potential buyers both in person or via video conferencing tools.
Education
General Studies
Erie Community College
Buffalo, NY06-1999
High School Diploma -
Mckinley Vocational High School
Buffalo, NY06-1995
Skills
- Arrival/departure procedures
- Baggage Management
- Ground Support Services
- Equipment Inspection
- Load Planning Communication
- Account Management
- Strategic Planning
- Sales Reporting
- Solution selling
- Market Research
- Sales team training
- Staff Management
- Sales Planning
- Sales Tracking
- Order Management
- KPI Tracking
- Customer Engagement
- Content Creation
- Brand Promotion
- Twitter, Tiktok, Pinterest, Clubhouse
- Facebook, Instagram, LinkedIn
- Social Media Management
- Talent management
- Candidate Sourcing
- Data-driven decision-making
- Social Media Recruiting
- Recruitment
- Portfolio review
- Persuasive sales techniques
- Corrective Action Planning
- Management Support
- Purchasing and planning
- Cost analysis and savings
- Business Development
- Employee Development
Affiliations
- Cooking
- Chess
- Outdoors
- Community Service
- Church volunteer
- Travel
- Fishing
- Sports
Accomplishments
- Top Sales Manager in United States for AT&T 2015-2017
- Direct TV Top Sales Manager 2016 Trip to Vegas Award Winner
- Pinnacle club 2006,2007,2008 Top 10% Sales customer agent AT&T
- Circle of Excellence Award winner AT&T 18x's
- Class Valedictorian 2006 AT&T
- Finished top in class Ranked #1 Quantum 3 media 2020
- 1994 Harvard Cup Football High School Champions City of Buffalo
Certification
- LeaderShip Development Certified
- Sales Manger Trainer /mentor certification
- OSHA safety compliance certified
Languages
English
Professional
References
References available upon request.
Timeline
Fleet Ramp Agent Captain
American Airlines
03.2024 - Current
Owner Operator
DUFFS Steak Shop
06.2022 - Current
Talent Acquisition Executive
Quantum 3 Media
03.2020 - 09.2022
Sole Proprietor
DUFFSTUFF
08.2018 - 02.2022
Director of the Office of the President
AT&T Mobility
02.2006 - 08.2018
General Studies
Erie Community College
High School Diploma -
Mckinley Vocational High School
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