Michelle Daniels
Stone Mountain,GA
Summary
Goal-driven and skilled individual offering 15 years of experience in aviation industry. Knowledgeable and critical thinker. Successful and diverse experience in below-wing and above-wing airline services.
Overview
14
14
years of professional experience
Work History
RTSM-SCHEDULER-DEPT 125
Delta Air Lines, Inc
Atlanta, GA
05.2021 - Current
- Timely communication with area Passengers service agents and Operations system managers to ensure proper staffing of concourse gates and customer assistance counters.
- Managing of daily staff attendance by adding or removing agents where necessary as well as coordinating lunch breaks in accordance with arrival and departure schedules.
Baggage Reroute Agent
Delta Air Lines, Inc
10.2017 - 06.2019
- Utilized bag tag tracking numbers as well as customer confirmation information to reroute and appropriately tag lost or delayed baggage to its final destination.
- Intercepted and removed bags from carts or cans for passengers no longer traveling or experiencing change of destination.
- Proved successful working within tight deadlines and fast-paced atmosphere
- Prepared variety of different written communications, reports and documents
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Identified issues, analyzed information and provided solutions to problems
Ramp Service Agent
Delta Air Lines, Inc
06.2013 - 10.2017
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over numerous daily flights.
- Coordinated ground crew activities to complete objectives on schedule.
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Coordinated with other ramp agents to verify baggage was placed on correct outgoing flight.
- Transferred luggage from aircraft to collection areas safely using tugs and baggage carts.
Baggage Service Agent
Delta Air Lines, Inc
08.2013 - 04.2014
- Logged bags and flights upon arrival to airport or baggage areas.
- Fielded customer complaints and comments about baggage services.
- Updated records when lost, delayed or pilfered bags were found.
- Processed and secured unclaimed luggage.
- Greeted passengers in claim area and helped retrieve luggage.
- Observed safety and privacy procedures in handling passengers' property.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Loaded passengers' property onto appropriate aircraft by collecting, sorting and checking baggage tags against flight lists.
- Transferred luggage from aircraft to collection areas safely.
- Assisted customers with luggage issues while maintaining calm and personable demeanor.
Gate Agent
Delta Air Lines, Inc
04.2007 - 06.2013
- Sold, printed and reissued available tickets to customers at check-in.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Managed passenger check-in by verifying customers' travel documentation.
- Tagged and transferred baggage from scales to designated conveyor belt.
- Assisted customers with ticketing and baggage check-in requirements.
- Monitored gate areas and addressed security situations with management.
- Disbursed and recorded appropriate gate passes.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Education
High School Diploma -
Sheepshead Bay H.S.
Brooklyn, NY06.1997
Skills
- Task Prioritization
- Customer Service
- Physical Strength and Stamina
- Corporate Policies
- FAA Regulations
- Safety Procedures
- Baggage Management
- Baggage Service Collaboration
- Agent Coordination
- Industry Best Practices
- Airline Policies
- Dependable and Responsible
- Problem Resolution
Timeline
RTSM-SCHEDULER-DEPT 125
Delta Air Lines, Inc
05.2021 - Current
Baggage Reroute Agent
Delta Air Lines, Inc
10.2017 - 06.2019
Baggage Service Agent
Delta Air Lines, Inc
08.2013 - 04.2014
Ramp Service Agent
Delta Air Lines, Inc
06.2013 - 10.2017
Gate Agent
Delta Air Lines, Inc
04.2007 - 06.2013
High School Diploma -
Sheepshead Bay H.S.
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