Thomas Bush
Coraopolis,PA
Summary
Encouraging lead and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Lead Customer Service Representative
United Airlines
12.2021 - Current
- Rebooking passengers that would misconnect
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Planned schedules and workflows based on expected customer demands.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Boarding passengers on aircraft in a safe manner
Customer Service Representative
United Airlines
04.2019 - 12.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Ramp Service Agent
United Airlines
07.2012 - 04.2019
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Connected electrical power unit and hoses to aircraft.
- Transferred luggage from aircraft to collection areas safely using GSE equipment.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Coordinated ground crew activities to complete objectives on schedule.
Lead Ramp Serviceman
United Airlines
10.2016 - 05.2018
- Guided aircraft into and out of parking positions using hand signals.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Coordinated ground crew activities to complete objectives on schedule.
- Completed cargo manifests and flight paperwork for proper luggage and flight tracking.
Lead Ramp Agent
Jetstream Ground Services
09.2011 - 07.2012
- Guided aircraft into and out of parking positions using hand signals.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
- Coordinated ground crew activities to complete objectives on schedule.
- Completed cargo manifests and flight paperwork for proper luggage and flight tracking.
Ramp Agent
Jetstream Ground Services
03.2011 - 09.2011
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Connected electrical power unit and hoses to aircraft.
- Transferred luggage from aircraft to collection areas safely using GSE equipment.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Coordinated ground crew activities to complete objectives on schedule.
- Guided aircraft into and out of parking positions using hand signals.
Education
Associates Certificate in Sciences and Mathematics - Biology
Community College Of Allegheny County (South Campus)
West Mifflin, PA06.2009
High School Diploma -
Carrick High School
Pittsburgh, PA06.2006
Skills
- Problem-Solving
- Willingness to Lead
- Team Member Training
- Multitasking and Organization
- Complaint Resolution
- Team Leadership
- Fast Learner
- Positive and Friendly
- Customer Complaint Resolution
- Customer Service
Additional Information
- GSC Qualified
- 10 Hour OSHA class
Timeline
Lead Customer Service Representative
United Airlines
12.2021 - Current
Customer Service Representative
United Airlines
04.2019 - 12.2021
Lead Ramp Serviceman
United Airlines
10.2016 - 05.2018
Ramp Service Agent
United Airlines
07.2012 - 04.2019
Lead Ramp Agent
Jetstream Ground Services
09.2011 - 07.2012
Ramp Agent
Jetstream Ground Services
03.2011 - 09.2011
Associates Certificate in Sciences and Mathematics - Biology
Community College Of Allegheny County (South Campus)
High School Diploma -
Carrick High School
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