Shana White
Pittsburgh,PA
Summary
Professional with strong experience in airport operations and over 20 years of customer service experience. Proven track record of teamwork, adaptability, and achieving results in fast-paced environments. Skilled in customer service, problem-solving, and effective communication. Reliable and capable of meeting changing demands while ensuring smooth operations and passenger satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Baggage Service Agent
Envoy Air
06.2024 - Current
- Using Net tracer, Kiko, Sabre, and Qik I Assist passengers with questions or concerns regarding their luggage
- Instruct passengers on how to use self help tools to set up delayed bags for delivery or to file damage claim
- Expedite and reroute bags
- Work in encoding scanning inbound and outbound bags
- Fill in for lead position which requires opening or closing the office, assigning duties, and handling the lost and found
- Vacation relief schedule to cover various shifts when people are on vacation.
Fulfillment Associate
Amazon
01.2019 - 01.2024
- Sort packages as they come down the line and scan them to the correct pallet to get ready to be shipped out
- Also responsible for water spider position which requires closing out a pallet and pulling it and placing correct labels on it and scanning to the drop zone and replacing pallet for more items to be scanned to ensure a proper work flow
- Assisted in the training of new fulfillment associates, sharing best practices and offering support as needed.
- Demonstrated adaptability by cross-training in multiple job functions within the fulfillment center.
- Enhanced customer satisfaction by accurately fulfilling orders within tight deadlines.
- Pulled orders quickly to maintain demanding productivity goals.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Followed safety protocols to minimize workplace accidents.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
Customer Service Representative
Aetna
01.2018 - 01.2020
- Benefits verification specialist, responsible for providing current information regarding insurance as well as updating any info the client provides
Overnight Support Manager
Walmart
01.2013 - 01.2017
- Managed daily operations, including scheduling, inventory management, and customer service
- Conducted performance evaluations for team members, identifying areas for improvement and implementing training programs
- Oversaw the hiring process, conducting interviews and making hiring decisions based on qualifications and fit with company culture
- Reduced staff turnover by fostering a positive work environment and addressing employee concerns promptly.
- Conducted regular audits of merchandise to ensure accurate pricing, labeling, and product information for customers'' convenience.
- Monitored cash handling procedures to maintain accurate financial records and prevent theft or discrepancies.
- Assisted with store merchandising projects, ensuring proper product placement and presentation for customer satisfaction.
- Collaborated with daytime management to ensure seamless transition between shifts and continuity in daily operations.
Education
High school or equivalent -
Woodland Hills High School
Pittsburgh, PA05.1998
Skills
- Microsoft Office
- Check Encoding
- Customer service
- 10-key
- Operate office equipment
- Detail oriented
- Tech support
- Call center
- Claims
- Passenger assistance
- Baggage handling
- Conflict mediation
- Cross-functional coordination
- Baggage tracking systems
- Able to lift 75 lbs
- Time management
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Certification
CPR&First Aid
Timeline
Baggage Service Agent
Envoy Air
06.2024 - Current
Fulfillment Associate
Amazon
01.2019 - 01.2024
Customer Service Representative
Aetna
01.2018 - 01.2020
Overnight Support Manager
Walmart
01.2013 - 01.2017
High school or equivalent -
Woodland Hills High School
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