TAMMIE PEREIRA
Columbus,OH
Summary
Versatile individual with extensive experience monitoring and maintaining service standards and call handling thresholds. Conscientious and personable supervisor with strong understanding of principles and procedures relating to customer service. Committed to contributing to superior service, maximum revenue generation and high productivity.
Overview
23
23
years of professional experience
Work History
Operations Agent
Southwest Airlines
06.2022 - Current
- Provides friendly service to and maintains positive relationships with all internal and external Customers
- Prepares and performs mathematical calculations for weight and balance of aircraft
- Responsible for providing legendary Customer Service to people boarding the aircraft by coordinating Ramp, Operations, Provisioning and servicing aircraft to ensure on-time departures and quick turnarounds and to make up time on delayed flights
- Works in airport operation office, gate area, jet ways and air freight facilities
- Handles Station AMS and radio communications traffic as needed
- Coordinates loading and unloading of aircraft by monitoring ramp activities
- Answers station operations' telephones
- Proficient with computer business applications such as Microsoft office and Microsoft excel
- Prepares dispatch release forms and collects weather reports from OTIS for the Crew
- Arranges for fueling of aircraft as required
- Prepares weight and balance forms
- Advises Dispatch, FLIFO and Stations of flight departures / arrivals
- Closes out flights; files and maintains accurate flight papers
- Ascertains that aircraft are properly cleaned and provisioned prior to departure
- Coordinates special services needed on aircraft such as servicing lavatories, cabin grooming, wheelchairs for Customers and special emergency cleaning
- Operates boarding bridge, coordinates boarding and deplaning Customers
- Checks baggage, when necessary
- Uses jet way stairs frequently to carry items from jet way to ramp
- Writes and submits irregularity reports as required
- Checks cargo on hand to see that it is properly logged and accounted for
- Checks that all board mail and Company material is dispatched and sent to indicated Stations
- Receives, refers, or makes paging calls and makes paging announcements, as appropriate
- Keeps other station personnel advised of flight movements, weather conditions, and irregular operations
- Prepares statistical reports to record information from trip papers
- Operates equipment for flight information display systems and updates system when operationally necessary
- Provides friendly service to all co-workers and Customers
- Performs special task or assignments as delegated by Supervisor or Station Management personnel
- Responsible for ground security and assuring operations follow security procedures.
- Implemented cost-saving measures by analyzing expenses, negotiating vendor contracts, and identifying inefficiencies in daily operations.
Lead Customer Service Representative
Social Security Administration, SSA
08.2008 - 05.2022
- Operates a multi-line telephone system to maintain open lines of communication both internal and external to effectively represent government image and services and facilitates effective communication.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
- Improved overall call center performance with effective coaching and feedback to team members.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
Customer Service Manager I & II
FedEx Ground/ Fed Ex Home Delivery
10.2001 - 06.2008
- Managed specific day- to - day operations and assigned staff within a FedEx station
- Management responsibilities included, but are not limited to hiring, terminations, coaching, training, recognition and rewards, performance evaluation and management, discipline, addressing employee concerns and staff productivity
- Responsible for assigning and managing employees to ensure the efficient sortation of packages through facility, minimizing operational cost and maximizing operational quality, including the movement, tracking and administration of trailers
- Leads daily employee and/or planning meetings to ensure workforce communication and understanding of operational updates and daily goals
- Analyzed operational performance through direct observation, interpretation of reports and collaboration with others
- Determined opportunities for improvement of key metrics and executes action plans to achieve results
- Participated in the development of and responsible for administering company employee relations strategies, including maintaining the confidentiality of such material and matters
- Investigated, resolved and escalated customer service issues as appropriate
- Performed customer service duties on an as-needed basis in the case of a difficult transaction, during busy periods, and/or for training purposes
- Responsible for training new employees regarding job duties and performance expectations and ensuring compliance with policies, procedures and other training requirements, including but not limited to training related to quality assurance, OSHA, hazardous materials and dock safety.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Education
Master of Social Work - Social Work
Barry University
Miami, FL05.2024
Management And Marketing
University of South Carolina
Columbia, SC12.2002
Skills
- Operational Efficiency
- Scheduling Coordination
- Process Documentation
- Lean principles
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Active Listening
- Effective Communication
- Aircraft operations procedures
- Decision-Making
- Reliability
- Professionalism
- Safety oversight
References
Available upon request
Timeline
Operations Agent
Southwest Airlines
06.2022 - Current
Lead Customer Service Representative
Social Security Administration, SSA
08.2008 - 05.2022
Customer Service Manager I & II
FedEx Ground/ Fed Ex Home Delivery
10.2001 - 06.2008
Master of Social Work - Social Work
Barry University
Management And Marketing
University of South Carolina