Shannon Artemus
Indian Trail,NC
Summary
Highly skilled in Communications and Managerial Duties with a background in Travel, Aviation Operations, familiarity with airport regulations, safety procedures, aircraft handling systems , and 10 plus years Customer Service Specialists experience. Very Dependable, excellent verbal/written communications skills, team player, enthusiastic, detail oriented, articulate and self-motivated
Hard working employee with desire to take on new challenges, amazing customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
23
23
years of professional experience
Work History
Ramp Agent
Piedmont Airlines
Charlotte, North Carolina
11.2024 - Current
- Performed aircraft marshaling and wing-walking duties to ensure safe aircraft movement on the ramp.
- Communicated via headset radio with ground crew, flight crew and tow person about ramp operations and flight requirements
- Coordinated with pilots, cabin crew, and airport staff to maintain on-time departures and arrivals.
- Conducted daily safety inspections of ramps and runways ensuring no debris or foreign objects were present before takeoff.
- Positioned and pushed aircraft from remote airport locations to specified areas for operation.
- Managed baggage sorting and routing to correct flights and baggage claim areas.
- Ensured safe and efficient loading and unloading of aircraft luggage and cargo.
- Operated conveyor belts, push-back tractors and aircraft tugs daily.
- Adhered to strict timelines for the turnaround of flights.
- Assisted passengers with special needs including wheelchairs, strollers, and other mobility aids.
Regional Operations Manager
United States Post Office
Charlotte, NC
12.2018 - Current
- Engaged regularly with vendors and suppliers to negotiate contracts or secure discounts on products or services.
- Created performance reviews for staff members based on established criteria.
- Provided technical guidance on the implementation of new systems and technologies in the region.
- Resolved customer complaints quickly while maintaining a positive relationship between customers and management.
- Oversaw hiring process for new employees in order to ensure compliance with company standards.
- Conducted regular meetings with staff members to discuss progress, challenges, and goals.
- Monitored performance metrics of regional operations teams, identified areas for improvement, and developed strategies to maximize productivity.
- Coordinated with other regional managers to ensure consistency in processes across multiple locations.
Senior Advisor Manager
APPLE
Aventura, Florida
03.2011 - Current
- Reviewed calls for trends, ensuring teammate provided exceptional service and followed policies, procedures, and regulatory compliance
- Provided verbal and written feedback
- Created action plans based on uncovered strengths and opportunities discovered through observation and data
- Met or exceeded KPI'S such AHT, client surveys, internal quality monitoring, and adherence through weekly development
- Took escalated calls, in order to ensure issue resolution and customer satisfaction
- Provided Tier II support for IOS IMAC IPAD IPHONE IPOD.
Consumer Sales Customer Service Supervisor
ATT
Sunrise, Florida
03.2006 - 08.2011
- Monitored calls and provided feedback during coaching sessions
- Implemented effective customer service strategies
- Formulated and implemented successful customer service and sales strategies
- Set goals for the team and provided coaching to ensure achievement
- Managed employee payroll and scheduling.
Call Center Supervisor
Cingular Wireless
Sunrise, Florida
02.2003 - 02.2006
- Ensured customer satisfaction by monitoring staff to ensure compliance with company policies and procedures
- Provided and documented performance feedback through daily, weekly and monthly one-on-one sessions, performance reviews and goal setting
- Responsible for recruiting, coaching, mentoring, motivating, terminating and developing a team of customer service representatives while ensuring optimal productivity.
Store Manager
Metro PCS
Sunrise, Florida
06.2002 - 02.2003
- Scheduled employee shifts
- Handled customer escalation inventory and cash.
Education
Skills
- Customer Service
- Verbal Communication
- Written Communication
- Teamwork
- Attention to Detail
- Articulation
- Self-motivation
- Safety awareness
- Multitasking
- Punctuality
- Task Prioritization
- Adaptability and Flexibility
- Baggage tag checks
- Marshaling aircraft
- Arrival/departure procedures
- Pushback and towing
- Loading and unloading
- Special needs travelers
- Aircraft safety checks
- Water service
- Passenger assistance
- Aircraft greeting
- Baggage handling
- Live cargo handling
References
Available upon request
Timeline
Ramp Agent
Piedmont Airlines
11.2024 - Current
Regional Operations Manager
United States Post Office
12.2018 - Current
Senior Advisor Manager
APPLE
03.2011 - Current
Consumer Sales Customer Service Supervisor
ATT
03.2006 - 08.2011
Call Center Supervisor
Cingular Wireless
02.2003 - 02.2006
Store Manager
Metro PCS
06.2002 - 02.2003