Trylida Michael
Medford
Summary
Dynamic AO Supervisor at United Ground Express with a proven track record in staff development and operations management. Expert in coaching teams to enhance performance and customer service, achieving significant improvements in efficiency and satisfaction. Skilled in conflict resolution and attention to detail, ensuring safety and compliance in fast-paced environments.
Overview
7
7
years of professional experience
Work History
AO Supervisor
United Ground Express
03.2022 - Current
- Monitor & review daily flight schedule.
- Anticipated staffing needs based on flight loads daily.
- Monitored employee performance through regular evaluations, identifying areas for improvement and providing constructive feedback.
- Review metrics on a daily basis for areas of improvement.
- Review stations mishandled bag ratio to challenge loss charges to challenge wrongful charges to the station.
- Ensure employees are following standard operating procedures and correct in the moment as needed for safety of employees, co-workers and assets.
- Review future flight schedules for staff scheduling/bidding.
- Work with station leadership team to ensure monthly goals are met.
Cross Utilized Agent
United Ground Express
11.2018 - 03.2022
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Mitigated potential conflicts by skillfully managing overbooking situations and offering alternative travel solutions.
- Streamlined baggage handling processes for quicker turnaround times and fewer lost items.
- Facilitated positive customer experiences by proactively assisting passengers during irregular operations such as weather delays or technical issues affecting their flights.
- Loading and unloaded customer luggage, airfreight, and company mail on and off aircraft.
- Greeted passengers, issued tickets, shared seat assignments, checked baggage, boarded flights, and re-booked passengers.
Education
High School Diploma -
John F Kennedy High School
Tamuning, Guam06-2001
Skills
- Coaching and mentoring
- Staff development
- Customer service
- Attention to detail
- Relationship building
- Training and mentoring
- Employee motivation
- Conflict resolution
- Operations management
- Payroll processing
- Documentation and reporting
- Goal oriented
- Team building
Timeline
AO Supervisor
United Ground Express
03.2022 - Current
Cross Utilized Agent
United Ground Express
11.2018 - 03.2022
High School Diploma -
John F Kennedy High School
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