JOSHUA LEONARD
Atlanta,GA
Summary
Dynamic leader in the commercial transportation industry with a proven track record of enhancing operational efficiency and customer satisfaction. Demonstrates strong team management and cross-functional collaboration skills, coupled with exceptional problem-solving abilities. Expert in navigating regulatory frameworks and achieving organizational compliance, all while maintaining a keen attention to detail. Aiming to leverage these competencies to drive further success in a challenging leadership role.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Agent/Ramp Agent
United Airlines
ATLANTA, GA
02.2024 - Current
- Assisted passengers with the check-in process, including issuing boarding passes, tagging luggage, providing information about flight details, and troubleshooting any issues with the check-in kiosks.
- Verified travel documents, such as passports and visas, to ensure compliance with immigration regulations.
- Handled VIP and frequent-flyer customers with personalized service and attention.
- Managed boarding and deplaning processes, ensuring timely and efficient operations.
- Monitored flight status, and assisted with rebooking passengers during delays and cancellations.
- Assisted passengers with lost, delayed, or damaged baggage claims, and coordinated with baggage handlers and other airport personnel to ensure that baggage is correctly routed.
- Provided support during irregular operations, such as weather disruptions, or operational delays.
- Addressed and resolved customer inquiries, concerns, and complaints in a professional and courteous manner.
- Maintained accurate records of transactions, passenger interactions, and other relevant data.
- Ensured that all customer service activities complied with airline policies, TSA regulations, and other applicable laws.
- Positioned and pushed aircraft from remote airport locations to specified areas for operation.
- Worked with cross-functional teams to achieve goals.
- Operated a variety of machinery and tools safely and efficiently.
- Performed aircraft marshaling and wing-walking duties to ensure safe aircraft movement on the ramp.
- 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.
- Participated in regular safety drills and training sessions.
- Coordinated cargo unloading with other workers to achieve efficient and safe transportation.
- Collaborated with other movers when loading large equipment to prevent potential accidents.
- Assisted passengers with special needs or requests regarding their baggage.
- Inspected aircraft interiors prior to take-off for any hazards or debris that could cause damage during flight.
- Assisted in de-icing aircraft and removing snow or debris from operational areas.
- Ensured safe and efficient loading and unloading of aircraft luggage and cargo.
- Loaded and unloaded shipments from trucks and picked up and moved heavy packages and items using forklifts.
- Checked flight manifests to ensure accuracy of luggage loaded onto planes.
- Monitored and reported any irregularities in baggage or cargo, such as damaged goods.
- Worked in various weather conditions to ensure continuous airport operations.
- Applied barcodes to cargo and used digital scanners to track and locate materials during transportation.
- Conducted weight and balance calculations to ensure aircraft safety.
- Connected electrical power units and service hoses to aircraft.
- Communicated via headset radio with ground crew, flight crew and tow person about ramp operations and flight requirements.
- Assisted passengers in finding their lost luggage at baggage claim areas.
- Collected, sorted and checked baggage tags against flight lists.
- Followed safety procedures such as using reflective gear while working on the ramp.
Owner Services Specialist
Flexjet
DALLAS, TX
05.2021 - 11.2023
- Provided exemplary service to clientele, including coordination of flight schedules, communication of flight itineraries, and ensuring that all pre-flight and post-flight arrangements were handled seamlessly.
- Ensured all client interactions and services comply with safety regulations and company policies.
- Proactively communicated any changes, delays, or other potential disservice concerns.
- Stayed abreast of aviation regulations, and ensured all necessary documentation was accurate and complete.
- Maintain daily quality control of trip details.
- Prepared and processed invoices for flight costs, and arranged passenger services requests.
- Collaborated with operations and internal departments to resolve conflicts and serve as an owner advocate when appropriate, to ensure client satisfaction.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Organized events such as trade shows and conferences.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Researched potential partners in order to expand services offered.
- Analyzed industry trends to develop competitive strategies.
- Formed and sustained strategic relationships with clients.
- Maintained relationships with existing clients by providing superior customer service.
Ramp Duty Manager & Interim Station Manager
Unifiservice
ATLANTA, GA
06.2021 - 12.2022
- Monitored and enforced a safe and compliant working environment in accordance with TSA, DOT, USPS, and OSHA regulations, and all applicable laws.
- Assisted in operational planning and safe implementation of all ground handling activities.
- Responsible for monitoring MBR and local baggage delivery expectation levels of performance.
- Provided feedback on station progress in daily meetings and reports with senior executives, and advised leadership of areas of concern.
- Led process improvement initiatives in compliance with regulations.
- Monitored crew performance and made recommendations for additional, remedial training, or promotional transition.
- Monitored staffing, overtime use, and the operational and financial performance of the assigned shift/station.
- Coached and counseled employees, and enforced company policies and procedures, including issuing disciplinary action as required.
- Resolved day-to-day operational issues, and addressed complaints.
- Created positive work environment for employees and delivered exceptional customer service.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Implemented new operational procedures, increasing efficiency.
- Developed and implemented strategies to improve customer service.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Conducted regular inspections of equipment and facilities in order to identify any maintenance needs.
- Complied with company policies, objectives and communication goals.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Liaised with other departments to ensure seamless operations across the organization.
- Resolved customer inquiries and complaints requiring management-level escalation.
Human Resources Business Partner
JUICEMETOO
AUSTELL, GA
09.2014 - 08.2022
- Managed compensation, insurance and vacation days within employee benefits programs.
- Increased employee base to meet changing staffing needs.
- Advised supervisors on appropriate disciplinary action according to company policy when necessary.
- Coached managers on best practices for effective management of their teams.
- Launched wellness plans to reduce stress, boost morale and increase productivity.
- Implemented employee recognition programs that reward achievement or excellence in performance.
- Facilitated resolution of conflicts between employees through mediation or alternative dispute resolution techniques.
- Maintained accurate records related to personnel activities such as hiring, terminations, promotions, leaves of absence.
- Launched innovative incentive program to achieve low turnover rate in highly competitive market.
- Conducted exit interviews with departing employees to understand reasons for leaving the company.
- Diagnosed potential personnel issues to create action plans to eliminate complications.
- Maintained compliance with state and federal employment laws and regulations.
- Oversaw staffing needs, performance reviews, staff development, and training procedures and coaching initiatives.
- Provided guidance on labor relations matters such as collective bargaining agreements and union negotiations.
- Developed employee orientation and training programs for new hires.
- Attended conferences, workshops and special events to recruit qualified candidates for company.
- Prepared presentations to company executives regarding employee performance and retention trends.
- Aligned HR policies with federal and local regulations.
- Represented the organization at job fairs or other recruiting events in order to attract top talent.
- Conducted employee performance reviews and implemented corrective actions to increase productivity.
- Created staff teams based on employee strengths and made adjustments to promote overall productivity.
- Conducted employee relations investigations into safety complaints, allegations of harassment and civil rights issues.
- Liaised between management and employees by relaying work information, adjustments and grievances.
- Handled employee discipline and termination to address policy infractions.
- Participated in investigations into complaints of workplace harassment or discrimination.
- Identified staff vacancies to quickly recruit, interview and select applicants to fill positions.
- Oversaw recruitment, interviewing, hiring and onboarding of new company staff.
- Provided guidance on organizational policies and procedures to ensure compliance with applicable laws and regulations.
- Worked with business leaders to evaluate and optimize human resources policies.
- Administered human resources plans and procedures company-wide to guide both management and employees.
Platinum Card Account Specialist
American Express
SUNRISE, FL
10.2015 - 01.2018
- Provided personalized service and support to Platinum Card members, and developed strong customer relationships to offer tailored solutions to meet their needs.
- Assisted clients with account-related inquiries and provided detailed information about card benefits, features, and exclusive offers.
- Identified opportunities to upsell additional American Express products and services that align with clients' needs.
- Stayed abreast of industry trends, market conditions, and competitor offerings.
- Resolved issues and disputes efficiently, ensuring a positive client experience.
- Greeted and assisted customers to foster positive experiences.
- Handled spirited customer conversations and alleviated disputes using appropriate communication skills and conflict resolution techniques.
- Developed and maintained customer accounts by accurately recording customer information.
- Strengthened online presence to capitalize on emerging trends.
- Operated register, handled cash and processed credit card transactions.
- Listened to customer needs to identify and recommend best products and services.
- Researched and resolved customer inquiries regarding billing issues or payment disputes.
- Identified customer needs by asking questions and advising on best solutions.
- Established customer rapport to quickly mitigate problems while complying with established support processes and procedures.
- Collaborated with other departments to resolve problems related to customer accounts.
- Reviewed and updated account records to ensure accuracy and compliance with legal requirements.
- Maintained a database of customer contact information for communication purposes.
Human Resources Associate
The Home Depot Inc
ATLANTA, GA
01.2017 - 08.2017
- Conducted workplace investigations to address allegations of harassment or discrimination, ensuring a safe work environment.
- Evaluated job applications to determine best-qualified candidates for various roles within the organization.
- Coordinated training and development programs to enhance employee skills and support career growth.
- Conducted exit interviews and completed employment termination paperwork.
- Maintained a database of all current employees, including performance reviews and evaluations.
- Interpreted and explained human resources policies, procedures or regulations.
- Provided guidance to managers on legal requirements related to hiring practices and disciplinary actions.
- Collaborated with HRBP to develop and execute human resources strategies, enabling business objectives.
- Managed HR information systems (HRIS) to ensure efficient data management and accurate reporting.
- Managed the onboarding process for new hires by providing relevant information about the organization's policies and procedures.
- Ensured accurate completion of all required forms related to personnel changes such as transfers or promotions.
- Participated in professional development activities in order to stay up-to-date on labor laws and regulations.
- Managed employee separation processes, including exit interviews and termination paperwork, ensuring a smooth transition.
- Conducted annual salary surveys and analyzed compensation data to maintain competitive and equitable pay structures.
- Worked with HR department to devise and update policies as needed for corporate accountability and workplace health.
- Conducted background checks, reference verifications and drug screenings for potential candidates.
- Maintained current knowledge of equal employment opportunity and affirmative action guidelines and laws.
- Coordinated interviews with potential candidates and responded promptly to any questions they may have had.
- Partnered with senior HR team to communicate company standards and policies.
- Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
- Assisted with recruitment initiatives by interviewing and talent sourcing.
- Prepared or maintained employment records using human resources management system software.
- Led diversity and inclusion initiatives, promoting an inclusive workplace culture that values diversity.
Customer Service Manager LVL 4
American Airlines
Miami, USA
05.2015 - 09.2016
- Managed below-wing operations at the Miami, FL, HUB, overseeing nearly 1,000 union airline employees.
- Ensured that employees performed their duties in a safe, efficient manner, and in compliance with American Airlines policies and procedures, as well as federal, state, and local regulations.
- Maintained the accuracy of airport ground manuals in accordance with company standards to ensure compliance with all federal, state, and local regulations affecting operations (including safety, OSHA, FAA, and DOT).
- Supported station management in leading airport personnel to provide superior customer service experiences, and assisted staff members in IROPs and flight maintenance issues.
- Monitored on-time performance to ensure that the requirements and expectations of performance in domestic and international markets were met.
- Ensured that gate crews were prompt and had on-time departures.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Reviewed completed work to verify consistency, quality, and conformance.
- Monitored staff performance to ensure adherence to customer service standards.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Organized client contracts, records, and reports to strengthen traceability.
Reservation Agent
American Airlines
MIAMI, FL
11.2014 - 05.2015
- Assisted customers with special needs or requests such as room upgrades or late check-outs.
- Processed customer payments for reservations over the phone.
- Verified guest information and payment options ensuring accuracy and completeness.
- Offered personalized recommendations based on guest preferences.
- Maintained a thorough understanding of hotel policies and procedures.
- Advised guests on local attractions and activities available nearby.
- Resolved guest complaints by providing exceptional customer service.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Maintained confidentiality of customer information in compliance with privacy regulations.
- Generated reports on occupancy rates, cancellations, and no-shows.
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Took reservations from patrons by phone or online.
- Demonstrated ability to work independently as well as collaboratively within a team environment.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Suggested amenities suited to clients' needs.
- Identified opportunities for cross-selling other products or services.
- Provided clients with assistance in preparing required travel documents and forms.
- Scheduled reservation requests and maintained accurate records of bookings.
- Reviewed guest information and payment options, checking for accuracy and completeness.
- Provided customers with information on hotel services, amenities, and packages.
- Worked closely with other departments such as housekeeping and maintenance to meet customer needs in a timely manner.
- Ensured all reservations were properly documented in the system.
- Upsold additional services such as dining options, spa treatments.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
HR Generalist
Envoy Airlines
Miami, FL
01.2014 - 11.2014
- Served as an HR administrator, maintaining and updating employee records, including personal information, job history, and performance data.
- Managed onboarding processes, including orientation and new-hire training.
- Served as the point of contact for employee inquiries and resolved employee issues/grievances in a timely and professional manner.
- Ensured compliance with federal, state, and local employment laws and regulations, and promoted workplace safety to ensure compliance with health and safety regulations.
- Prepared HR reports and analyzed HR metrics to support decision-making.
- Coordinated with payroll and finance teams to ensure accurate and timely pay, and invoice processing for airline vendor payments.
- Safeguarded human resource information, maintaining employee confidence and protecting operations.
- Searched for qualified job candidates using computer databases, media advertisements or employee referrals.
- Maintained employee records in compliance with federal and state laws, ensuring accuracy and confidentiality.
- Managed recruitment processes, including job postings and interviews.
- Conferred with management to develop or implement personnel policies or procedures.
- Conducted background checks and orientation, coordinating new employee onboarding process.
- Coordinated employee recognition programs to boost morale and reward outstanding performance.
- Organized staff events such as team building activities, holiday parties.
- Informed job applicants of duties and responsibilities, compensation, and benefits.
- Conducted workplace investigations to address allegations of harassment or discrimination, ensuring a safe work environment.
- Monitored company compliance with labor regulations at all levels.
- Drafted and implemented HR policies in accordance with applicable laws.
- Facilitated conflict resolution sessions and mediated disputes between employees, fostering a positive work environment.
- Established and generated various reports to verify HR compliance.
- Conducted employee onboarding process, orientations, and exit interviews.
- Developed metrics and reports to analyze HR effectiveness and identify areas for improvement.
- Developed and implemented employee onboarding programs to accelerate new hire integration and productivity.
- Coordinated with external vendors for the provision of employee services, such as training and benefits administration.
- Maintained current knowledge of equal employment opportunity and affirmative action guidelines and laws.
- Assisted with recruitment initiatives by interviewing and talent sourcing.
- Implemented performance management systems, including performance appraisals and goal setting, to boost productivity.
- Maintained and updated organizational charts, employee handbooks or performance evaluation forms.
- Maintained human resources records by processing applications and resumes.
- Investigated complaints of discrimination or harassment within the workplace.
- Assisted with budget preparation for HR-related expenses, including training, benefits, and employee programs.
- Provided guidance to managers on employee relations issues.
- Managed employee separation processes, including exit interviews and termination paperwork, ensuring a smooth transition.
- Partnered with senior HR team to communicate company standards and policies.
- Coordinated benefit administration activities such as enrollments, changes, terminations.
- Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
- Led diversity and inclusion initiatives, promoting an inclusive workplace culture that values diversity.
Fraud Analyst
Bank of America
KENNESAW, GA
03.2013 - 12.2013
- Performed detailed analysis of financial transactions to identify suspicious activity.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Documented all investigative findings in a clear, concise manner for senior management review.
- Performed deep-dive investigations into complex fraud cases, ensuring thorough examination and resolution.
- Assessed customer and client data to detect potential fraud risks.
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
- Collaborated with other departments on investigations as needed to review evidence, analyze data, and prepare reports for management.
- Provided expert advice on fraud-related issues to internal stakeholders, enhancing the organization's fraud prevention efforts.
- Implemented customer verification processes, significantly reducing the risk of fraudulent account creation.
- Maintained up-to-date knowledge of fraud trends, techniques, and regulatory requirements affecting the industry.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
- Tracked chargeback activity to identify best practices for determining fraud.
- Opened investigations into issues brought up by individuals in community.
- Responded quickly to customer inquiries about possible fraudulent activity on their accounts.
- Communicated effectively with customers regarding suspected fraudulent activities or suspicious behavior.
- Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
- Maintained up-to-date knowledge of relevant federal laws regarding fraud prevention.
- Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
- Enhanced fraud detection systems by incorporating machine learning algorithms, improving detection accuracy.
- Input information regarding fraud investigations into detailed reports for submission to clients.
- Participated in group discussions with team members to develop new ways to combat fraud.
Education
Certificate - Human Resource Management -SHRM/ SCP COURSE
Kennesaw State University
Kennesaw, GA12-2024
Master of Science - LAW & POLICY/CYBERSECURITY
NOVA SOUTHEASTERN UNIVERSITY
Fort Lauderdale, FL05-2024
BACHELOR OF BUSINESS ADMINISTRATION -
COLUMBIA SOUTHERN UNIVERSITY
05.2015
Skills
- Team Management
- Project Management
- Task Prioritization
- Cross-Functional Collaboration
- Business Partnerships
- Effective Communication
- Attention to Detail
- Regulatory Frameworks
- Organizational Compliance
- Research and Analysis
- Policy Development
- Decision Making
- Legal Doctrine
- Legal Reasoning
- Problem Solving
- Integration of Law and Public Policy
- Social Sciences
Certification
- Human Resources management course SHRM-CP /SHRM-SCP 2025
References
References available upon request.
Timeline
Customer Service Agent/Ramp Agent
United Airlines
02.2024 - Current
Ramp Duty Manager & Interim Station Manager
Unifiservice
06.2021 - 12.2022
Owner Services Specialist
Flexjet
05.2021 - 11.2023
Human Resources Associate
The Home Depot Inc
01.2017 - 08.2017
Platinum Card Account Specialist
American Express
10.2015 - 01.2018
Customer Service Manager LVL 4
American Airlines
05.2015 - 09.2016
Reservation Agent
American Airlines
11.2014 - 05.2015
Human Resources Business Partner
JUICEMETOO
09.2014 - 08.2022
HR Generalist
Envoy Airlines
01.2014 - 11.2014
Fraud Analyst
Bank of America
03.2013 - 12.2013
Certificate - Human Resource Management -SHRM/ SCP COURSE
Kennesaw State University
Master of Science - LAW & POLICY/CYBERSECURITY
NOVA SOUTHEASTERN UNIVERSITY
BACHELOR OF BUSINESS ADMINISTRATION -
COLUMBIA SOUTHERN UNIVERSITY