Mihret Garede
Hyattsville
Summary
Dynamic Customer Service Supervisor with a proven track record at AGI Ground INC, enhancing service quality through effective training and process improvements. Skilled in Microsoft Office and team leadership, I excel in resolving complex inquiries and fostering a collaborative environment, significantly boosting customer satisfaction and operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Airlines Customer Service Supervisor & GSC
AGI Ground INC
06.2022 - Current
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Trained staff on customer service best practices and conflict resolution techniques.
- Monitored team performance, providing feedback to enhance service quality and efficiency.
- Implemented process improvements to streamline workflows, reducing response times.
- Resolved complex customer inquiries, leveraging knowledge of products and services.
- Coordinated with management to develop training materials for new employees.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Managed passenger check-in processes, ensuring timely and efficient boarding experiences.
- Worked closely with security personnel to identify and handle potential security threats, ensuring passenger safety.
- Contributed to safety initiatives by adhering to airport regulations and participating in emergency response drills when required.
- Handled transactions accurately
- Processed ticket sales efficiently while following company guidelines related to fare class availability and pricing structures.
- Generated and audited daily reservations reports to verify reservation completion, accuracy and preparedness.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Restaurant Supervisor
Baldi Management Group, Inc
10.2021 - 05.2022
- Supervised daily restaurant operations, ensuring adherence to health and safety regulations.
- Trained and mentored new staff on service standards and operational procedures.
- Coordinated staff schedules to optimize coverage during peak hours, improving service efficiency.
- Implemented inventory management systems, reducing food waste and costs through better tracking.
- Monitored financial transactions, ensuring accuracy in cash handling and reporting procedures.
- Ensured timely order preparation and delivery by optimizing kitchen workflow processes.
- Maintained accurate records of sales, labor and other costs.
History Teacher
Doba High School
09.2016 - 08.2018
- Designed and implemented engaging lesson plans to enhance student understanding of historical events.
- Developed assessments and evaluations to measure student learning outcomes effectively.
- Facilitated classroom discussions that encouraged critical thinking and analytical skills among students.
- Organized extracurricular activities related to history, promoting student engagement beyond the classroom setting.
- Tracked student progress using formative assessments, adjusting instructional methods accordingly for optimal results.
- Boosted student engagement through the incorporation of interactive activities, group projects, and hands-on experiences.
- Promoted cultural understanding and global awareness by integrating world history themes into curriculum.
- Proctored classroom exams and finals in secure environment to prevent plagiarism and cheating.
- Supported struggling students with targeted interventions, resulting in improved academic performance and confidence.
Education
No Degree - Pedagogy
Hawassa University
Ethiopia08-2015
Bachelor of Arts - History
Mizan-Tepi University
Ethiopia08-2013
Skills
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Customer Service
- Passport Check
- Data Entry
- Security Protocols
- Communication and Interpersonal Skills
- Discretion and Confidentiality
- Multitasking and organization
- Training and mentoring
- Hazard identification
- Investigation techniques
- Incident response
- Radio communication
- Adaptable and flexible
- Organizational skills
- Team leadership
- Security procedures
Certification
- Sensitive Security Information (SSI)
- Ground Security Coordinator (GSC
- Complaint Resolution Official (CRO)
- Station Training Coordinator (STC)
- Air Carrier Access Act (ACAA)
Languages
Amharic
Native or Bilingual
Timeline
Airlines Customer Service Supervisor & GSC
AGI Ground INC
06.2022 - Current
Restaurant Supervisor
Baldi Management Group, Inc
10.2021 - 05.2022
History Teacher
Doba High School
09.2016 - 08.2018
No Degree - Pedagogy
Hawassa University
Bachelor of Arts - History
Mizan-Tepi University