LAUREN WILLIAMS
Atlanta,GA
Summary
Dedicated Cargo Customer Service Supervisor with over 3 years of experience in the aviation industry, adept at ensuring smooth cargo operations and delivering exceptional customer service. Seeking a dynamic transition to a Flight Attendant position to leverage strong communication, leadership, and problem-solving skills in a passenger-centric role. Known for maintaining composure under pressure, ensuring passenger safety, and providing a welcoming and comfortable in-flight experience. Eager to bring a proven track record of professionalism and a passion for serving others to the cabin crew team.
Overview
4
4
years of professional experience
1
1
Certification
Work History
JV Cargo Lead
Delta Airlines
09.2022 - Current
- Manage vacation, overtime, and payroll for a team of 17 cargo agents using MPS Payroll and MPS Schedule
- Resolve level 1 and 2 escalations effectively, ensuring smooth operations
- Developed and implemented a 12-week new hire training curriculum, leading to improved new hire retention rates
- Conduct quarterly reviews, resulting in enhanced agent performance metrics
- Designed and presented a communication workshop that significantly improved Net Promoter Scores (NPS).
JV Cargo Agent
Delta Airlines
07.2021 - 09.2022
- Efficiently handled an average of 70 inquiries daily via phone and email to support both existing and potential customers
- Reviewed and processed up to 100 auto-generated action items daily using AFLS and OurCargo
- Initiated compliance approval for military and strategic goods, ensuring regulatory adherence
- Collaborated with colleagues, both domestically and overseas, to track and trace missing cargo
- Worked closely with the Quote Team, RM, Cargo Sales, and Operations to meet customer needs.
Baggage Claims Manager
Delta Airlines
04.2020 - 07.2021
- Settled up to 34 damage, pilferage, JV (KLM / Air France), and out-of-pocket expense claims daily via phone and email communication
- Issued reimbursements in accordance with domestic and international tariff guidelines, with values of up to $3,800, using Phoenix (Salesforce)
- Collaborated with associates to identify and address fraudulent claims
- Reviewed and resolved an average of 18 damage, pilferage, and out-of-pocket expense claims per shift through phone and email communication
- Issued settlements through wire transfers, electronic travel vouchers, SkyMiles, and checks.
LZ Cargo Warehouse
Delta Airlines
01.2020 - 04.2020
- Conducted daily inventory of an average of 10 pieces of luggage, accurately inputting contents into FasTrak for tracing purposes
- Created OnHand WorldTracer files in FasTrak for luggage that arrived without tags
- Safely stored luggage weighing up to 50lbs by date received, while operating personnel lift equipment
- Collaborated with Claims Managers, providing support by efficiently tracing lost luggage
- Maintained detailed inventory records using Excel spreadsheets., in the recruiting and onboarding process
- Managed client and company equipment inventory; lifting up to 50 lbs of equipment
- Dispatched 150 - 200 IT support requests received via phone, email and ConnectWise daily
- Greeted all visitors and provided stellar customer service
Education
Bachelor of Science - Accounting
Clayton State University
Morrow, GA2024
Associate of Applied Science - Human Resources Management
Georgia Piedmont Technical College
Clarkston, GA05.2018
Skills
- Self-starter
- Conflict Resolution
- Collaborative
- Resourceful
- Flexible
- Managing Timelines
- MS Office Suite
- Salesforce
- Web Vision
- MPS Schedule
- MPS Payroll
- Verbal and Written Communication
- Safety Procedures
Certification
NASBA Excel Statistics Essential Training
Timeline
JV Cargo Lead
Delta Airlines
09.2022 - Current
JV Cargo Agent
Delta Airlines
07.2021 - 09.2022
Baggage Claims Manager
Delta Airlines
04.2020 - 07.2021
LZ Cargo Warehouse
Delta Airlines
01.2020 - 04.2020
Bachelor of Science - Accounting
Clayton State University
Associate of Applied Science - Human Resources Management
Georgia Piedmont Technical College
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