Fanisha Alexander
Baltimore,MD
Summary
My name is Nee Nee Alexander i am a Qualified Agent with documented history of meeting and exceeding above and beyond requirements. Known for strong relationship-building skills and communicating with confidence while being committed, to maintaining loyal customers. Excellent promoter of retaining customers and promoting new initiatives.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Provisional Agent
Southwest Airlines, SWA
Baltimore, MD
10.2023 - Current
- Responds promptly to internal customers (flight attendants) inquiries and complaints in a professional manner.
- Participate in ongoing training programs related to job duties or responsibilities.
- Work effectively with my team member to make the workplace more productive.
- Manage inventory and supplies on my provisioning truck to ensure materials were available when needed.
- Manage the galley's time effectively to ensure tasks are completed on schedule and deadlines are met.
- Provides support and guidance to colleagues to maintain a collaborative work environment.
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Service the various A/C galley's timily effective and efficiently for the crew as well as the safety of the flights weight and balance protocols.
- Communicate effectively with ground crew members to ensure smooth operation of flights.
- Check cargo before transportation and determine if items adhere to proper regulation standards.
- Adhere to strict timelines for the turnaround of flights.
- Monitor and report any irregularities to the captian or flight crew such as damaged goods or aircraft damages upon arrival of the flight.
- Follow safety procedures such as using reflective gear while working on the ramp.
- Monitor weather conditions regularly in order to adjust operations accordingly when needed.
- Inspect aircraft interiors prior to take-off for any hazards or debris that could cause damage during flight while working in the galley's aft or fwd.
- Count the number of boxes or units in loading docks to confirm proper completion of work orders.
- Load necessary tools and supplies on my truck and return it to proper storage areas after use.
- Participate in team meetings to discuss performance, safety, and operational improvements.
- Work in various weather conditions to ensure continuous airport operations.
- Pack boxes and stock using organizational guidelines.
- Participat in regular safety drills and training sessions.
- Use digital scanners to keep records of units and stock moved.
- Utilize a two-way radio communication systems to communicate between ground crew personnel.
- Coordinate with cabin crew and airport staff to maintain on-time departures and arrivals.
- Maintaine clear communication with team members and supervisors using radios.
- Ensure compliance with Federal Aviation Administration (FAA) regulations and safety standards.
- Kept up to date on safety procedures and correct lifting techniques to prevent injuries.
- Clean my trucks storage areas to achieve proper sanitation regulations and make the area fit for future use.
- Approach customers and engage in conversation through use of effective interpersonal and people skills.
- Manage time effectively to ensure tasks are completed on schedule and deadlines are met.
- Demonstrate strong problem-solving skills, resolving issues efficiently and effectively.
- Assist with customer requests and answer questions to improve satisfaction.
Ground Ops Advisory Team
Southwest Airlines, SWA
Dallas, TX, TX
12.2022 - 12.2024
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Collaborated with team leaders on quality audits.
- Managed multiple projects simultaneously while adhering to tight deadlines and budgets.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Structured HR consulting services to support clients during organizational developments and changes.
- Implemented campaigns and promotions to help with developing goods and services.
- Oversaw the development of new products from concept through launch; monitored progress at each stage of the process ensuring quality standards were met.
- Performed root cause analysis on any issues that were present in various company work groups and developed action plans to address problems quickly.
- Created and maintained key performance indicators to track operational efficiency and effectiveness.
- Provided leadership direction and guidance throughout the organization; promoted a culture of collaboration among staff members.
- Identified trends in sales data that could be leveraged to create targeted marketing campaigns aimed at increasing revenue growth.
- Collaborated with cross-functional teams to develop innovative solutions that improve operational flow and reduce errors or inefficiencies.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Ensured compliance with local laws and regulations related to health, safety, and environmental protection, as well as company policies regarding airport operations.
- Addressed customer concerns with suitable solutions.
- Aided senior leadership during executive decision-making process by generating efficient and effective ideas to recommend corrective actions and improvements.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting company goals.
- Implemented successful business strategies to increase revenue and target new markets.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked effectively in team environments to make the workplace more productive.
Ramp Agent
Southwest Airlines, SWA
Baltimore, MD
11.2007 - 10.2023
- Ensured safe and efficient loading and unloading of aircraft luggage and cargo.
- Communicated effectively with ground crew members below and above the wing to ensure smooth operation of flights.
- Managed baggage sorting and routing to correct flights and baggage claim areas.
- Ensured the weight and balance of the aircraft were correct by communicating with an operations agent.
- Implemented the safety of myself as well as everyone around me in my designated work area.
- Loaded and unloaded shipments from trucks and picked up and moved heavy packages and items using forklifts.
- Collaborated with other movers when loading large equipment to prevent potential accidents.
- Reviewed work orders before starting work to determine necessary materials and meet deadlines.
- Checked cargo before transportation and determined if items adhered to proper regulation standards.
- Conducted thorough inspections of baggage and cargo for security compliance.
- Tagged and wrote identifying information on containers, boxes, equipment and cargo.
- Placed bins, carts and containers in convenient locations to assist with loading efficiency.
- Checked flight manifests to ensure accuracy of luggage loaded onto planes.
- Operated ground support equipment, such as tugs, conveyor belts, and forklifts.
- Adhered to strict timelines for the 25 minute turnaround of flights.
- Monitored and reported any irregularities in baggage or cargo, such as damaged goods or aircraft damages.
- Conducted weight and balance calculations to ensure aircraft safety.
- Connected electrical power units and service hoses to aircraft.
- Assisted in de-icing aircraft and removing snow or debris from operational areas.
- Followed safety procedures such as using reflective gear while working on the ramp.
- Assisted passengers with special needs including wheelchairs, strollers, and other mobility aids.
- Inspected aircraft interiors prior to take-off for any hazards or debris that could cause damage during flight.
- Resolved issues related to misplaced or lost baggage.
- Assisted passengers in finding their lost luggage at baggage claim areas.
- Counted number of boxes or units in loading docks to confirm proper completion of work orders.
- Participated in team meetings to discuss performance, safety, and operational improvements.
- Worked in various weather conditions to ensure continuous airport operations.
- Maintained on-time connections by guiding aircraft to and from gate positions.
- Participated in regular safety drills and training sessions.
- Operated conveyor belts, push-back tractors and aircraft tugs daily.
- Utilized two-way radio communication systems to communicate between ramp agents and pilots and ground crew personnel.
- Communicated via headset radio with ground crew, flight crew and tow person about ramp operations and flight requirements.
- Coordinated with pilots, cabin crew, and airport staff to maintain on-time departures and arrivals.
- Performed aircraft marshaling and wing-walking duties to ensure safe aircraft movement on the ramp.
Ramp Agent Trainer
Southwest Airlines, SWA
Baltimore, MD
09.2008 - 12.2014
- Assisted passengers in finding their lost luggage at baggage claim areas.
- Kept up to date on safety procedures and correct lifting techniques to prevent injuries.
- Provided customer service assistance by answering inquiries from passengers regarding arrival and departure times and gate information.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Provided feedback on employee performance based on observed results during training sessions.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Resolved any issues raised by participants during the training session in a timely manner.
- Documented all training activities including attendance records, feedback forms, surveys.
- Remained up-to-date with developments in area of expertise by reading current go news, ground ops manuel or magazine articles from luv lines.
- Coordinated recruitment and placement of training program participants.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Created and offered additional materials to enhance training.
- Designed and developed training materials for new employees in the organization.
- Adapted teaching methods according to the needs of individual learners or groups.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Assessed training needs through conducting interviews with new hires or focus groups.
- Selected and assigned trainers to conduct training to new hires and assist with specific one on one training needs.
- Selected and presented Station Trainer of the Year for 2012.
- Selected and presented Most Valuable Player for May 2018
- Obtained and organized guides and visual materials for development and training purposes for bag running.
- Explained goals and expectations required of trainees.
- Suggested and offered specific training programs to help workers maintain or improve job skills through swalife.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Selected to participate in a presentation on a youtube video of what it takes to be a ramp agent at southwest airlines.
Education
Certificate of 90hr - Early Childhood Education And Care
Baltimore City Community College
Baltimore, MD05-2004
High School Diploma -
Mount Zion Baptist Christian School
Baltimore06-2002
Bachelor of Science - Theological Studies
Liberty University
OnlineSome College (No Degree) - Computer Information Systems
Baltimore City Community College
Baltimore, MDSkills
- Lead prospecting
- Report creation
- Meeting coordination
- Problem-solving
- Career growth strategy development
- Stress management
- Relationship building
- Goal-oriented mindset
- Information documentation
- Customer complaint resolution
- Personnel recruitment
- Customer service and care
- Problem-solving skills
- Polite communication skills
- Strong communication
- Critical thinking
- Travel arrangements
- Contract negotiation
- Public speaking
- Event promotion
- Customer service
- Professional networking
- Documenting information
- Organizational skills
- Clear communication
- Conflict resolution
- Follow-up calling
- Ensuring customer satisfaction
- Flexible schedule
- Positive attitude
- Industry expertise
- Resolving customer issues
- Special events organization
- Persuasive speaking
Accomplishments
- Former Member of the Ground Operations Advisory Team 2022 to 2024.
- Adwarded Station Trainer of the Year for 2012.
- Adwarded Most Valuable Player for May 2018.
Affiliations
- Excellent roller skating
- Excellent bowler 225 avg
- March in local marching bands around Baltimore City and other states
- Excellent driving instructor
Certification
- Compleation of 2yr commitment of the Ground Ops Advisory Team
- Compleation of the STARS program
Timeline
Provisional Agent
Southwest Airlines, SWA
10.2023 - Current
Ground Ops Advisory Team
Southwest Airlines, SWA
12.2022 - 12.2024
Ramp Agent Trainer
Southwest Airlines, SWA
09.2008 - 12.2014
Ramp Agent
Southwest Airlines, SWA
11.2007 - 10.2023
Certificate of 90hr - Early Childhood Education And Care
Baltimore City Community College
High School Diploma -
Mount Zion Baptist Christian School
Bachelor of Science - Theological Studies
Liberty University
Some College (No Degree) - Computer Information Systems
Baltimore City Community College