Serena McCall
Pittsburgh,PA
Summary
Dynamic professional with proven skills in customer service and inventory management. Adept at resolving inquiries and optimizing processes to enhance operational efficiency.
Detail-oriented professional skilled in accurate data entry and inventory coordination. Known for effectively managing discrepancies and resolving customer concerns, contributing to improved operational consistency and client satisfaction.
Overview
28
28
years of professional experience
Work History
Gate and Ticket Agent
Trego Dugan Aviation
Pittsburgh, PA
10.2025 - Current
- Assisted customers with ticket purchasing and booking inquiries.
- Provided accurate information regarding flight schedules and airline policies.
- Managed customer check-in processes to ensure timely departures.
- Resolved passenger issues and complaints with professionalism and empathy.
Inventory Coordinator
CVS Specialty Pharmacy
Pittsburgh, PA
07.2024 - 01.2026
- Coordinated inventory management processes to ensure optimal stock levels and minimize discrepancies.
- Executed daily inventory audits, identifying and resolving discrepancies proactively.
- Managed product replenishment schedules, optimizing supply chain efficiency and reducing delays.
- Utilized inventory management software to track stock movements and enhance reporting accuracy.
- Collaborated with pharmacy teams to streamline order fulfillment and improve customer satisfaction.
- Trained new staff on inventory procedures, fostering understanding of best practices and compliance standards.
- Developed process documentation for inventory procedures, enhancing operational consistency across teams.
- Resolved discrepancies between physical counts and electronic records through thorough investigation and reconciliation efforts.
- Reduced stock discrepancies by diligently investigating variances and resolving issues promptly.
- Performed full inventory counts every [Number] days.
Lead Problem Solver
Amazon
Pittsburgh, PA
09.2020 - 04.2025
- Led cross-functional teams to identify and resolve operational challenges, enhancing workflow efficiency.
- Implemented process improvements that reduced operational bottlenecks and streamlined task execution.
- Mentored junior team members, fostering skills in problem-solving and critical thinking.
- Analyzed data trends to inform strategic decisions and optimize resource allocation.
- Facilitated root cause analysis sessions, driving continuous improvement initiatives across departments.
- Developed training materials for standard operating procedures, improving team performance consistency.
- Collaborated with stakeholders to define project scopes and deliver actionable solutions to complex problems.
- Spearheaded initiatives that enhanced customer satisfaction through effective issue resolution strategies.
- Utilized problem-solving skills to reduce or eliminate company expenses.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Ticket and Gate Agent
Air Canada, Lester B. Pearson International Airport
Pittsburgh, PA
03.2019 - 06.2021
- Facilitated passenger check-in processes using automated systems to enhance efficiency.
- Coordinated boarding procedures, ensuring timely departures and adherence to safety protocols.
- Resolved passenger inquiries and concerns, providing exceptional customer service in high-pressure situations.
- Assisted with baggage handling operations, ensuring accurate tracking and swift delivery to maintain satisfaction.
- Verify that sealed items comply with international regulations
Coordinate with customs or border protection officers
Ensure proper documentation for sealed goods or restricted items. - Double-check passports, visas, and entry requirements for the destination country
- Ensure compliance with immigration laws to avoid denied boarding
- Apply stricter baggage screening rules
- Handle declarations for restricted or taxable items
Direct Support Professional
Familylinks
Pittsburgh, PA
06.2016 - 08.2020
- Provided direct care and support to individuals with diverse needs and disabilities.
- Developed personalized care plans in collaboration with families and healthcare professionals.
- Facilitated daily living activities, promoting independence and skill development.
- Monitored client progress, documenting changes in behavior and well-being accurately.
- Advocated for clients' rights, ensuring access to necessary resources and services.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
Benefits Specialist
ConnetiveRx
Pittsburgh, PA
09.2017 - 02.2018
- Administered employee benefits programs, ensuring compliance with regulations and best practices.
- Facilitated onboarding sessions, educating new hires on available benefit options and enrollment processes.
- Evaluated benefit plan performance, identifying opportunities for enhancement and cost savings.
- Collaborated with vendors to negotiate contract terms and improve service delivery for employees.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
Benefits Specialist
Thrift Drug
Pittsburgh, PA
01.1998 - 07.2016
- Developed training materials to support staff in understanding complex benefit offerings and changes.
- Managed employee inquiries regarding benefits, providing timely resolutions and maintaining high satisfaction levels.
- Led initiatives to streamline benefits administration processes, improving efficiency and reducing errors.
- Analyzed industry trends to recommend strategic adjustments to benefits packages in alignment with organizational goals.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Maintained compliance with federal regulations regarding FMLA, ADA, and other relevant laws governing employee benefits.
- Implemented open enrollment system to streamline benefits processes for employees.
Education
High School Diploma -
Wilson High School
Youngstown, OHSkills
- Patience and tolerance
- Accurate data entry
- Customer Service-oriented
- Data entry
- Ticketing systems
- [Software] system proficiency
- Ticket sales
Timeline
Gate and Ticket Agent
Trego Dugan Aviation
10.2025 - Current
Inventory Coordinator
CVS Specialty Pharmacy
07.2024 - 01.2026
Lead Problem Solver
Amazon
09.2020 - 04.2025
Ticket and Gate Agent
Air Canada, Lester B. Pearson International Airport
03.2019 - 06.2021
Benefits Specialist
ConnetiveRx
09.2017 - 02.2018
Direct Support Professional
Familylinks
06.2016 - 08.2020
Benefits Specialist
Thrift Drug
01.1998 - 07.2016
High School Diploma -
Wilson High School