Kyle Da Silva
Porter,TX
Summary
Dynamic customer support professional with a proven track record at United Airlines, achieving a 75% match rate in baggage tracing. Skilled in team leadership and training development, I excel in enhancing customer satisfaction and operational efficiency through effective communication and problem-solving. Committed to fostering a positive team culture and driving performance excellence.
Overview
1
1
Language
1
1
Certification
10
10
years of professional experience
Work History
Support Rep - Baggage Tracing
United Airlines
Houston, USA
10.2023 - Current
- Received and traced inbound volumes, managing bag collection to enhance processing speed.
- Investigated and matched mishandled customer items to improve resolution outcomes.
- Achieved a 75% match rate with a goal of 60%
- Handled escalated issues to ensure customer satisfaction.
- Performed outreach to customers to discuss match possibilities, shipping options, and payment methods.
- Applications Utilized & Proficient - BOLT, World Tracer, BART, SHARES, ON-DEMAND, Chargerback, EZCARE, KANA
- Conducted training sessions for new support representatives.
- Recommended new products or services that could improve the overall experience for customers.
Ramp Agent
United Airlines
Newark, USA
11.2021 - 10.2023
- Loaded/unloaded freight while adhering to safety measures and contributing to on-time departures.
- Moved aircraft from gate area for departure, supporting timely flight schedules.
- Marshalled aircraft movements at gate area, ensuring seamless operations.
- Ensure compliance with United and FAA regulations and policies.
- Ensured proper handling of cargo and luggage to prevent damage.
- Trained new ramp agents on safety protocols and operational procedures.
- Operated conveyor belts, push-back tractors and aircraft tugs daily.
- Checked flight manifests to ensure accuracy of luggage loaded onto planes.
- Coordinated day-to-day schedules, tasks and positions for ground crew.
Lead Passenger Assistance Agent / Supervisor
United Ground Express
12.2018 - 11.2021
- Coached and directed station personnel to meet and exceed performance expectations.
- Scheduled and monitored daily work assignments to maintain optimal staffing levels for superior customer service.
- Fostered positive culture to boost team morale and enhance customer service quality.
- Ensure all employees are properly trained and understand their assigned duties.
- Ensure compliance with all safety requirements.
- Ensure the operation functions in a safe, caring, dependable and efficient manner at all times.
- Coordinated schedules and assigned tasks to team members effectively.
Senior Program Director
Brantwood Camp
07.2016 - 08.2019
- Led program development and implementation for youth engagement initiatives.
- Supervised camp staff, ensuring safety and operational efficiency while promoting teamwork
- Coordinated camp for 60 children ages 10-15, fostering a supportive and engaging atmosphere
- Guided children through challenges, addressing homesickness and interpersonal conflicts to enhance group cohesion
- Coach children in volleyball and instill the benefit of sportsmanship
- Facilitated staff meetings and educational work sessions to strengthen staff competencies.
- Conducted training classes for staff members to improve quality of work.
- Coordinated off season recruiting for staff members.
Education
Diploma -
Kearny High School
Kearny, NJSkills
- Customer support
- Customer Communication
- Team Coordination
- Microsoft Office
- Training development
- Effective communication
- Team leadership
- Social media
- Customer service understanding
- Staff training
- Staff management
- Performance evaluations
- Team development
- Conflict management
- Problem-solving
- Employee development
- Leading team meetings
- Support services
Projects
- Participation in CBT safety program, achieving United Silver Safety Excellence Award
- Participation in CBT safety program, achieving United Gold Safety Excellence Award
- Trainer- Taught a class for co-workers dealing with United's mobile app, EmployeeRes, Myidtravel, and ID90
Languages
Portuguese
Full Professional
Certification
- CPR
Timeline
Support Rep - Baggage Tracing
United Airlines
10.2023 - Current
Ramp Agent
United Airlines
11.2021 - 10.2023
Lead Passenger Assistance Agent / Supervisor
United Ground Express
12.2018 - 11.2021
Senior Program Director
Brantwood Camp
07.2016 - 08.2019
Diploma -
Kearny High School