Linda Swan
sping
Summary
Dynamic operations professional with extensive experience at FedEx, excelling in quality assurance and incident reporting. Proven ability to enhance customer satisfaction through active listening and effective problem resolution. Skilled in warehouse operations, demonstrating adaptability and self-motivation in high-pressure environments. Committed to maintaining safety and efficiency in all tasks.
Overview
23
23
years of professional experience
Work History
Sr Operations Admin
FedEx
07.2014 - Current
- Answered [Number] telephone calls, emails and in-person inquiries to respond to client requests and questions.
- Reported issues to higher management with great detail.
- Monitor and track company tracers.
- Daily monitoring of MRL's and closure portal.
- Run customer service reports and unprocessed intercepts
- Keep track of equipment inventory. Send equipment out for repair.
- Multi day van scans of packages attempts
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Started as a package handler 7/2014. Trained new employees an package handler job duties. Worked my way up to Quality Assurance. Address corrections, Customer service, Phone calls, Repacking packages damaged packages and doing damage reports.
TSA Agent
Transportation Security Administration.
09.2002 - 06.2014
- Conducted thorough baggage inspections to identify prohibited items and ensure passenger safety.
- Executed passenger screening procedures with precision to maintain security standards.
- Monitored security checkpoints to enforce compliance with TSA regulations and protocols.
- Collaborated with team members to enhance overall efficiency during peak travel times.
- Provided training on technology usage to new agents, improving operational effectiveness.
- Responded swiftly to emergencies, coordinating with local law enforcement as needed.
- Maintained detailed incident reports to document security breaches and response actions.
- Ensured a positive traveler experience through effective communication and customer service.
- Engaged with passengers to educate them on security protocols and procedures.
- Reduced risk of prohibited items entering secure areas through meticulous inspections.
- Provided critical incident response, maintaining composure under high-pressure situations.
- Adhered strictly to confidentiality guidelines when handling sensitive information about passengers or incidents that occurred during screenings.
- Enhanced traveler experience by providing courteous assistance and guidance during screening processes.
- Prevented unauthorized access to secure areas by verifying credentials for airport personnel and contractors.
- Utilized analytical skills effectively while reviewing x-ray images, accurately detecting any possible threat objects or discrepancies.
- Improved overall safety with effective communication and collaboration among team members.
- Increased airport security by conducting thorough passenger and luggage screenings.
- Participated in ongoing training sessions, staying up-to-date on the latest transportation security procedures and technologies.
- Assisted in deterring potential threats by performing regular and random security checks.
- Assisted passengers with disabilities or special needs, ensuring their comfort and safety throughout the screening process.
- Maintained compliance with TSA regulations, ensuring adherence to strict security protocols.
- Performed pat-downs to look for unauthorized materials and weapons.
- Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
- Used explosive detection machines and chemical swab systems to identify potential hazards.
- Authenticated boarding passes, identification, and passports to prevent fraudulent travel.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Operated X-ray screening machines and tools to screen people, containers, and personal belongings for potential hazards and weapons.
- Manually screened passengers unable to pass through metal detectors or who triggered alarms.
- Prevented attempted fraud by validating passengers' tickets and assessing photo identification to confirm identity.
- Adhered to strict screening techniques and procedures while conducting human screenings.
Education
High School Diploma -
Timken Sr High
Canton, OH05-1981
Skills
- Warehouse operations
- Incident reporting
- Task delegation
- Quality assurance
- Delegation
- Active listening
- Adaptability and flexibility
- Self motivation
Timeline
Sr Operations Admin
FedEx
07.2014 - Current
TSA Agent
Transportation Security Administration.
09.2002 - 06.2014
High School Diploma -
Timken Sr High