Ja'Niah Mathis
Keller,TX
Summary
Dynamic professional with a proven track record at Envoy Airlines, excelling in ramp service and customer relations. Skilled in baggage handling and problem-solving, enhancing operational efficiency and customer satisfaction. Demonstrated reliability and professionalism, contributing to team success and safety. Achieved significant improvements in service delivery, embodying commitment to excellence and teamwork.
Overview
5
5
years of professional experience
Work History
Ramp Agent
Envoy Airlines
03.2024 - Current
- Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
- Guided aircraft into and out of parking positions using hand signals.
- Maintained clean ramps, preventing trip hazards or debris from interfering with aircraft movements or personnel safety.
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over 8 daily flights.
- Contributed to a safer work environment by strictly following safety protocols during ramp operations.
- Coordinated effectively with airline staff, maintaining timely communication on flight schedules and potential issues.
- Contributed to a positive team environment by actively collaborating with colleagues and fostering open communication regarding ramp operations concerns.
- Demonstrated adaptability by quickly adjusting to changing flight schedules or weather conditions, minimizing disruptions to airport operations.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
- Stocked aircraft cabins with necessary equipment and supplies.
- Safely guided aircraft to and from gates, maintaining strict adherence to safety protocols.
- Maintained clean, orderly work environment free of hazards.
- Helped train new employees in safe practices and warehouse procedures.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
Customer Service Representative
Tucker Rocky Distributing
05.2020 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Education
No Degree - Nursing
Prairie View A&M University
Prairie View, TXHigh School Diploma -
Saginaw High School
Saginaw, TX05-2022
Skills
- Loading and unloading
- Ramp service
- Baggage handling
- Marshaling aircraft
- Crew assistance
- Pushback and towing
- Baggage tag checks
- Vehicle operation
- Security awareness
- Arrival/departure procedures
- Safety Procedures
- Hazardous Materials Handling
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Team building
- Professionalism
Timeline
Ramp Agent
Envoy Airlines
03.2024 - Current
Customer Service Representative
Tucker Rocky Distributing
05.2020 - 03.2024
No Degree - Nursing
Prairie View A&M University
High School Diploma -
Saginaw High School