Paul Carlson
Marcellus,NY
Summary
Dedicated Airport Operations Agent with 29 years of experience in flight operations and safety compliance. Proven ability to enhance customer satisfaction and ensure regulatory adherence through effective communication and conflict resolution.
Overview
29
29
years of professional experience
Work History
Airport Operations Agent
United Airlines
Boston,Cincinnati, Massachusetts, Ohio
07.2007 - 08.2026
- Maintained records of flight arrivals and departures from the airport terminal.
- Coordinated with other departments for efficient operations at the airport terminal.
- Provided customer service to travelers by answering questions and addressing complaints.
- Maintained operations compliance with FAA, TSA and airport regulations.
- Inspected aircraft cabins for cleanliness prior to departure of flights.
- Monitored passenger check-in queues and ensured timely processing of travelers' tickets.
- Responded promptly to emergency situations or incidents at the airport terminal.
- Dispatched ground support equipment for aircraft servicing needs according to schedule requirements.
- Prepared daily reports regarding operational issues encountered at the airport terminal.
- Organized transportation services for crew members between their hotel accommodations and the airport.
- Handled aircraft loading and unloading activities, such as baggage handling, cargo transfers.
- Helped customers with special needs to board and disembark from aircraft.
- Protected team members and other staff from harm with diligent enforcement of safety and security measures.
- Performed security checks on luggage and passengers as per standard safety protocols.
- Managed various administrative tasks related to airline operations including ticketing, reservations, seating assignments.
- Conducted regular maintenance checks on ground support vehicles and equipment used in airport operations.
- Guided passengers through customs clearance processes.
- Facilitated communication between pilots and ground personnel during takeoffs and landings.
- Adjusted flight itineraries and communicated changes for optimal safety and flow of aircraft.
- Monitored aircraft with radar, computer equipment or visual references.
- Coordinated with agencies to meet aircrew requirements for billeting, messing and refueling.
- Performed and supervised mobile airfield management functions.
- Coordinated with air traffic control, civil engineers, and command posts to support airfield management activities.
- Reviewed airfield construction and repair project priorities to determine impact on airfield operations.
- Acted as emergency management leader to address medical emergencies and flight operation obstacles.
- Created and maintained flight and events logs, aircrew flying records and records of incoming and outgoing flights.
- Conducted inspections of airport property and perimeter to maintain controlled access to airfields.
- Minimized risks to incoming and departing aircraft by managing wildlife and vegetation around airfield.
- Initiated or conducted airport-wide coordination of snow removal on runways and taxiways.
Customer Service Representative
United Airlines
Boston, Massachusetts
04.1997 - 08.2026
- Provided exceptional customer service to ensure customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints promptly and efficiently.
- Assisted customers with flight reservations and itinerary changes.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided timely information on flight schedules and delays.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Resolved customer inquiries through various communication channels.
- Handled difficult situations with professionalism and empathy.
- Collaborated with team members to enhance service delivery.
- Utilized airline systems for booking and ticketing processes.
- Educated passengers on baggage policies and travel regulations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Identified opportunities for upselling additional products or services based on customer needs.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Remained calm and professional in stressful circumstances and effectively defuse tense situations.
- Prevented key account losses by researching discrepancies and correcting problems.
- Prevented key account losses by researching discrepancies and correcting problems.
Ramp Agent
United Airlines
Cincinnati, Ohio
07.2007 - 07.2012
- Loaded and unloaded baggage from aircraft in a timely manner.
- Operated ground support equipment to facilitate aircraft operations.
- Ensured compliance with safety regulations during ramp operations.
- Communicated with flight crews regarding baggage and cargo handling.
- Coordinated with team members to streamline loading processes.
- Conducted pre-flight inspections on ground support vehicles and equipment.
- Assisted passengers with special needs during boarding and disembarking.
- Maintained cleanliness and organization of ramp area and equipment.
- Followed safety procedures such as using reflective gear while working on the ramp.
- Loaded and unloaded baggage and other cargo, transporting to and from aircraft.
- Operated conveyor belts, push-back tractors and aircraft tugs daily.
- Handled passenger luggage, mail and cargo in accordance with safety and privacy protocols.
- Operated a variety of motorized vehicles such as tugs, belt loaders, forklifts safely and efficiently around airport premises.
- Utilized two-way radio communication systems to communicate between ramp agents and pilots and ground crew personnel.
- Organized baggage carts for loading onto planes accurately according to airline specifications.
- Maintained on-time connections by guiding aircraft to and from gate positions.
- Checked flight manifests to ensure accuracy of luggage loaded onto planes.
- Collected, sorted and checked baggage tags against flight lists.
- Operated equipment to support on-ground operations in between flights.
- Inspected aircraft interiors prior to take-off for any hazards or debris that could cause damage during flight.
- Ensured proper weight balance on aircrafts by placing heavy items in the aft of the plane.
- Verified correct labeling of containers containing hazardous materials for transport on planes.
- Coordinated day-to-day schedules, tasks and positions for ground crew.
- Connected electrical power units and service hoses to aircraft.
- Processed necessary paperwork related to cargo shipments including customs documents.
- Monitored weather conditions regularly in order to adjust operations accordingly when needed.
- Assisted passengers with special needs including wheelchairs, strollers, and other mobility aids.
- Maintained accurate records of all GSE used throughout the shift.
- Provided customer service assistance by answering inquiries from passengers regarding arrival and departure times and gate information.
- Ensured compliance with Federal Aviation Administration (FAA) regulations and safety standards.
- Ensured safe and efficient loading and unloading of aircraft luggage and cargo.
- Worked in various weather conditions to ensure continuous airport operations.
- Engaged in team meetings to discuss operational challenges and propose solutions. to discuss performance, safety, and operational improvements.
- Participated in regular safety drills and training sessions.
- Adhered to strict timelines for the turnaround of flights.
- Assisted passengers with special needs or requests regarding their baggage.
- Supported de-icing efforts to maintain flight schedules and safety standards. aircraft and removing snow or debris from operational areas.
- Coordinated cargo unloading with other workers to achieve efficient and safe transportation.
- Kept up to date on safety procedures and correct lifting techniques to prevent injuries.
- Placed bins, carts and containers in convenient locations to assist with loading efficiency.
- Used scanners to track parcel information, condition or receipt.
- Collaborated with other movers when loading large equipment to prevent potential accidents.
- Tagged and wrote identifying information on containers, boxes and cargo.
- Loaded cargo onto transportation devices and attached affixing tools to achieve safe transportation.
- Placed bracing, straps and other protective devices onto items in transit to prevent damage.
- Carried necessary tools and supplies to transportation vehicles and returned to proper storage areas after use.
- Cleaned empty storage areas to achieve proper sanitation regulations and make the area fit for future use.
- Applied barcodes to cargo and used digital scanners to track and locate materials during transportation.
- Protected items by wrapping in cling film, padded moving blankets, and tape.
Education
Associate of Arts - Radio And Television Broadcasting
Onondaga Community College
Syracuse, NY05-1990
High School Diploma -
Marcellus High School
Marcellus, NY06-1987
Some College (No Degree) - Kinesiology
University of Kentucky
Lexington, KYSkills
- Flight operations and safety compliance
- Flight safety protocols
- Effective communication
- Emergency response preparedness
- Ground support coordination
- Flight coordination expertise(manage gate plan for the day and overnight)
- Gate agent multitasking
- Ramp operations
- Operational coordination
- International arrival documentation
- Reservation management
- Process optimization
- Security protocol compliance
- Customer relationship management
- Effective communication
- Team collaboration
- Conflict resolution and problem solving
- Problem-solving
- Time management and multitasking
- Attention to detail
- Proactive initiative
- Cross-functional coordination
- Superior customer service
- Ramp operations
- Problem-solving
Timeline
Airport Operations Agent
United Airlines
07.2007 - 08.2026
Ramp Agent
United Airlines
07.2007 - 07.2012
Customer Service Representative
United Airlines
04.1997 - 08.2026
Associate of Arts - Radio And Television Broadcasting
Onondaga Community College
High School Diploma -
Marcellus High School
Some College (No Degree) - Kinesiology
University of Kentucky