Jonathan Baskerville
Naperville,IL
Summary
Proactive and self-motivated professional with a proven track record of excelling in roles that require autonomy and independent decision-making. Possessing a strong ability to initiate and drive projects from conception to completion, with a keen eye for detail and a dedication to achieving excellence. Adept at managing tasks and responsibilities without constant supervision. My independent work ethic is complemented by effective problem-solving skills. Experience stepping into roles quickly and making positive changes.
Overview
13
13
years of professional experience
Work History
Supervisor of Operations
Envoy Airlines
Chicago, IL
01.2025 - 02.2025
- Supervised Operations staff.
- Monitored flight board and aviation related websites to proactively identify incoming flight delays, weather related issues, and potential gate congestion to assist in eliminate further delays and decrease time on tarmac or turnaround time.
- Kept communication with dispatch for each regional airline in regards to any flight issues, delays, gate changes, flight crew swaps, air craft maintenance updates, & locations.
- Communicated directly with flight crews, ramp agents, and gate staff via radio.
- Trained, and coached agents, conducted observations, assisted with administrative tasks, including scheduling.
- Investigated, reported, and resolvesd discrepancies while maintaining and submitting daily end of shift logs.
- Assisted with coordinating emergency landings, medical emergency requests pre-takeoff, upon landing, and passengers within terminal.
Lead Operations Agent
Envoy Airlines
Chicago, IL
10.2024 - 01.2025
- Coordinated inbound and outbound flight operations such as catering, maintenance, and to ensure timely departures and arrivals.
- Communicated directly with flight crews, ramp agents, and gate staff via radio.
- Monitored flight board and aviation related websites to proactively identify incoming flight delays, weather related issues, and potential gate congestion to assist in eliminate further delays and decrease time on tarmac or turnaround time.
- Monitored aircraft fueling processes & ensured A/C is properly refueled by communicating with Captain & 1st Officer to maintain safety and compliance standards.
- Collaborated with ground crew to streamline baggage handling procedures, enhancing efficiency.
- Assisted in resolving passenger inquiries and issues promptly, improving customer satisfaction.
- Used monitoring systems to keep track of aircraft weight and balance, calculated all loads (passengers, baggage, fuel), to ensure A/C was properly balanced for safe take off.
- Trained, and coached agents, conducted observations, and assisted with administrative tasks, including scheduling.
- Investigated, reported, and resolvesd discrepancies while maintaining and submitting daily end of shift logs.
- Assisted with coordinating emergency landings, medical emergency requests pre-takeoff, upon landing, and passengers within terminal.
Customer Service Agent
Envoy Airlines
Chicago, IL
04.2024 - 10.2025
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
- Guided passengers through check-in processes, ensuring compliance with airline policies and procedures.
- Assisted passengers with special needs, rebooking missed flights, and checking gate-side bags.
- Scanned boarding passes, coordinating with flight crews/ground staff, and closing aircraft cabin doors.
- Verified International traveling passengers identification and travel documents.
- Announced gate changes, delays, and boarding procedures clearly to passengers.
- Rebooked passengers who missed flights due to delayed connections, arrived late, or flight cancellations.
- Collaborated with team members to enhance operational workflows and improve overall service quality.
- Trained new staff on customer service protocols and best practices for effective passenger interaction.
Delivery Driver
DoorDash
01.2020 - Current
- Receive and review customer food orders through the DoorDash mobile app and navigate to the designated restaurant for order pickup.
- Provide excellent customer service by ensuring accurate and timely deliveries, maintaining a friendly and professional demeanor, and addressing any customer inquiries and issues.
- Regularly use GPS navigation tools to determine efficient routes to minimize delivery times.
- Verify the order’s accuracy and completeness before delivery to ensure customer satisfaction.
- Maintain the cleanliness and upkeep of vehicle to uphold hygiene standards and protect food quality during transport.
- Adhere to local traffic and safety regulations, as well as DoorDash’s safety guidelines, to ensure a secure delivery process.
Driver
Uber Technologies
01.2016 - Current
- Safely transport passengers to their destinations while adhering to all traffic laws and Uber’s safety guidelines.
- Provide a high level of customer service by being courteous, friendly, and accommodating to passengers’ needs.
- Ensure the cleanliness and maintenance of vehicle to guarantee passenger comfort and safety.
- Regularly use GPS navigation systems to determine the best routes for timely arrivals.
- Follow all local and Uber-specific safety protocols to maintain a safe and secure environment for passengers.
- Maintain a professional appearance and demeanor.
Driver
Lyft
01.2016 - 06.2023
- Safely transport passengers to their destinations while adhering to all traffic laws and Lyft’s safety guidelines.
- Provide a high level of customer service by being courteous, friendly, and accommodating passengers’ needs.
- Ensure the cleanliness and maintenance of vehicle to guarantee passenger comfort and safety.
- Regularly use GPS navigation systems to determine the best routes for timely arrivals.
- Follow all local and Uber-specific safety protocols to maintain a safe and secure environment for passengers.
- Maintain a professional appearance and demeanor.
Trainer I-Member Services Dept
IlliniCare
01.2015 - 01.2016
- Create and maintain training materials, manuals, and resources that cover insurance policies, procedures, and customer service best practices.
- Conduct Member Service new hire training for Member Services Representatives, Team Leads, Quality Specialists, Supervisors, and Managers ensuring they are equipped with the knowledge and skills necessary to excel in their roles.
- Plan and deliver regular training sessions to enhance the skills and knowledge of existing team members, covering topics such as policy updates, customer engagement, and compliance.
- Develop and administer assessments to evaluate the effectiveness of training programs, identifying areas for improvement, and adapting training content accordingly.
- Ensure that all team members are abreast in insurance industry regulations and compliance requirements and provide guidance on maintaining adherence.
- Continuously update and refine training curriculum to align with evolving insurance products and industry trends.
Quality Analyst I
IlliniCare
01.2014 - 01.2015
- Listen to recorded calls and assess call quality, agent performance, adherence to scripts, and compliance with company policies and procedures.
- Verify that information provided during customer interactions is accurate and complete, highlighting any discrepancies or errors.
- Analyze call metrics, such as call handling time, call disposition and customer satisfaction scores, to identify trends and opportunities for enhancement.
- Plan and conduct internal and external audits to assess compliance with quality standards and regulations. Prepare and maintain audit documentation.
- Collect and analyze quality related data, identify trends, and develop insights to improve processes and prevent future errors.
- Provide constructive feedback to member services representatives and supervisors based on evaluation results, offering guidance on improving communication skills and customer interactions.
- Maintain accurate and comprehensive records of quality assurance activities, deviations, corrective actions, and preventative measures.
- Collaborate with cross-functional teams to identify areas for process improvement.
- Provide regular reports on quality performance, highlighting areas of success, and areas for improvement.
Member Services Representative
IlliniCare
01.2013 - 01.2014
- Provide courteous and empathetic assistance to members via phone and email addressing their inquiries regarding benefits, eligibility, and enrollment.
- Verify patient and member information, collect necessary documentation, and accurately record patient data in electronic health records (EHR) systems.
- Fax and/or mail important forms/documents to providers and members such as authorization forms, temporary ID, and authorized caller forms.
- Verify authorizations and claim statuses for providers.
- Address billing-related questions, provide payment assistance, and facilitate financial arrangements for patients as required.
- Take and file information regarding grievances and appeals.
- Provide basic information regarding provider procedures, protocols, and facility policies to patients and members.
- Assist with submitting requests for providers to join IlliniCare network.
Education
General Diploma -
Waubonsie Valley High School
Aurora, IL01-2000
General Diploma -
Hinsdale Central High School
Hinsdale, L01-1998
Skills
- Excellent verbal and written communication skills
- Quickly learns new skills, accepts challenges, and meets deadlines
- Strategic and analytical in project management and development
- Self-motivated, detail-oriented, organized, collaborative, and team player
- Ability to analyze complex issues, identifying the root causes and providing practical solutions efficiently
- Strong motivational, training, coaching skills that drive peers towards enhancing performance
Timeline
Supervisor of Operations
Envoy Airlines
01.2025 - 02.2025
Lead Operations Agent
Envoy Airlines
10.2024 - 01.2025
Customer Service Agent
Envoy Airlines
04.2024 - 10.2025
Delivery Driver
DoorDash
01.2020 - Current
Driver
Uber Technologies
01.2016 - Current
Driver
Lyft
01.2016 - 06.2023
Trainer I-Member Services Dept
IlliniCare
01.2015 - 01.2016
Quality Analyst I
IlliniCare
01.2014 - 01.2015
Member Services Representative
IlliniCare
01.2013 - 01.2014
General Diploma -
Waubonsie Valley High School
General Diploma -
Hinsdale Central High School