Gerald Cooper
Sandy Springs,GA
Summary
Experienced logistics and customer service professional with 6 years in air cargo operations and documentation. Improved customer satisfaction through process enhancements and adherence to IATA and customs standards. Managed cross-functional teams, resolved complex shipping issues, and trained personnel to increase product knowledge. Seeking to apply logistics expertise and communication skills to optimize operational efficiency in a cargo-focused role.
Accomplished professional offering great communication and customer service skills. Reliable and dedicated when working alone or as part of team.
Overview
2027
2027
years of professional experience
Work History
Independent Contractor/Package Delivery Driver
OnTrac
Atlanta, Georgia
2026 - Current
- Managed package processing and sorting for timely delivery.
- Coordinated with team members to ensure efficient workflow.
- Operated scanning equipment for accurate tracking of shipments.
- Implemented safety protocols to maintain a secure work environment.
- Trained new staff on operational procedures and best practices.
- Monitored inventory levels and reported discrepancies to management.
Customer Service Executive
Virgin Atlantic
Atlanta, United States
03.2023 - 08.2025
- Served as primary contact for customers, addressing inquiries and resolving service disruptions to enhance customer satisfaction.
- Coordinate operations with carriers, ground handlers, and customs agents to ensure timely departures.
- Facilitated on-time departures by proactively resolving operational exceptions, minimizing delays.
- Oversaw air cargo bookings for domestic and international shipments, ensuring compliance with IATA and customs regulations to maintain operational integrity.
- Audit freight documentation and utilize management systems to track shipment status and provide updates.
- Improved workflows in booking and documentation with cross-functional collaboration.
- Ensured compliance while handling complex cargo types, including perishables and dangerous goods.
Customer Care Representative
Forward Air
Atlanta, United States
11.2020 - 02.2023
- Provided customer service at dock, assisting drivers with loading/unloading and verifying shipments to ensure smooth operations.
- Inspected freight for compliance with policies, coordinating corrective actions for exceptions to maintain standards.
- Executed thorough inspections, ensuring compliance with carrier requirements.
- Maintained shipment paperwork and tracked statuses in freight-management systems.
- Collaborated with operations and logistics to enhance turnaround times and load planning.
- Streamlined documentation processes, improving data accuracy.
- Improved communication with customers, delivering timely updates on shipment status to enhance satisfaction.
- Facilitated issue resolution, effectively managing basic customer concerns.
- Collaborated with team members to enhance customer service strategies.
Customer Service Team Lead
Calvin Klein
Elizabeth, United States
01.2017 - 07.2019
- Drove customer satisfaction scores to exceed 90% through exceptional service.
- Led and mentored retail customer service team, enhancing product knowledge and customer engagement.
- Championed team training initiatives, improving product knowledge by 30%.
- Implemented training and scheduling changes, boosting team capability and optimizing labor costs.
- Delivered personalized service and effective upselling to meet and exceed sales targets.
- Streamlined scheduling processes, cutting overtime costs by 15%.
Education
Bachelor of Arts - Business Administration
Kean University
Union, NJ06-2019
Associate -
Union County College
Cranford, New Jersey05-2017
Diploma -
Hillside High School
Hillside, New Jersey05-2015
Skills
- Package processing
- Shipment tracking
- Freight documentation
- Cargo Operations
- Logistics Coordination
- Safety Inspections
- Process Improvement
- Documentation Management
- Problem Solving
- Team Leadership
- Customer Service
- Communication
- Load Optimization
Timeline
Customer Service Executive
Virgin Atlantic
03.2023 - 08.2025
Customer Care Representative
Forward Air
11.2020 - 02.2023
Customer Service Team Lead
Calvin Klein
01.2017 - 07.2019
Independent Contractor/Package Delivery Driver
OnTrac
2026 - Current
Bachelor of Arts - Business Administration
Kean University
Associate -
Union County College
Diploma -
Hillside High School