Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Youssef Shilaly

Fairfax,VA

Summary

Self-motivated, organized, and goal oriented. Provides outstanding customer service by understanding their needs and product knowledge. Able to prioritize, manage multiple tasks while under pressure. Team player that is capable of inspiring others with positive guidance while achieving end goal.

Overview

5
5
years of professional experience

Work History

AA Baggage Service/ Lost and Found Ops Manager

G2 Secured Staff
Arlington, VA
12.2023 - Current
  • Monitored all areas of the baggage department to ensure efficiency and safety.
  • Delegated work to staff, setting priorities and goals.
  • Resolved conflicts between passengers and airline personnel over lost items.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Assisted with interviewing and hiring of employee team members with appropriate skills.
  • Monitored new employees, evaluated training programs and reported progress to supervisors.
  • Assisted passengers with their baggage needs, including providing information on the status of their luggage.
  • Provided customer service assistance to travelers by answering questions regarding airline policies and procedures.
  • Resolved customer complaints in a professional manner while adhering to company policies and procedures.
  • Reported damaged or lost luggage immediately upon discovery, following established protocols.
  • Kept track of bags from specific flights and logged locations.
  • Tracked down lost luggage for customers daily.
  • Scheduled work shifts for baggage handlers and other personnel as needed.
  • Maintained accurate records of all baggage-related activities.
  • Maintained accurate records of all baggage transactions using computerized tracking systems.
  • Monitored security cameras in order to detect any suspicious activities related to luggage handling operations.
  • Prepared detailed reports on any incidents involving mishandled luggage.
  • Investigated reports of stolen or misplaced items from passenger's luggage.
  • Managed lost and found items, ensuring safe return to rightful owners.
  • Handled lost and found items, ensuring proper logging and return to owners.

AA Baggage Service Supervisor

G2 Secure Staff
Arlington, VA
03.2023 - 12.2023
  • Assigned, trained and managed service staff to ensure quality customer service.
  • Monitored daily performance of team members to ensure compliance with company standards.
  • Performed regular inspections of work areas to identify potential safety hazards.
  • Ensured all equipment was maintained in safe working order by performing regular maintenance checks.
  • Analyzed customer feedback data to develop strategies for improving service levels.
  • Resolved escalated customer issues in a timely manner while maintaining high satisfaction ratings.
  • Identified training needs among staff members and provided appropriate coaching sessions.
  • Provided guidance on best practices related to customer service processes.
  • Built strong relationships with customers through effective communication skills.
  • Established clear expectations for employees in terms of job duties and responsibilities.
  • Supervised team of 20+employees and delegated duties and responsibilities to each member.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Resolved customer complaints or answered customers' questions.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.

AA Baggage Service Agent

G2 Secure Staff
Arlington, VA
12.2022 - 03.2023
  • Tracked down lost luggage for customers daily.
  • Assisted passengers with their baggage needs, including providing information on the status of their luggage.
  • Verified passenger identification and tickets prior to loading luggage onto planes.
  • Provided customer service assistance to travelers by answering questions regarding airline policies and procedures.
  • Responded to customer inquiries via phone or email in a timely manner.
  • Maintained accurate records of all baggage transactions using computerized tracking systems.
  • Reported damaged or lost luggage immediately upon discovery, following established protocols.
  • Collaborated with ground crew personnel during aircraft arrivals and departures as needed.
  • Prepared detailed reports on all tasks performed during each shift worked as a Baggage Service Agent.
  • Kept track of bags from specific flights and logged locations.
  • Retrieved customer luggage off conveyor belts.
  • Handled passenger luggage, mail and cargo in accordance with safety and privacy protocols.
  • Called customers when bags arrived to provide updates.

Assistant Warehouse Manager

Amazon LLC
Springfield, VA
09.2020 - 10.2022
  • Served as Site Lead for 4 week period where I over saw the site, took the DBR (Daily Business Review) Calls and tracked station and leadership performance
  • Helping support daily management of department duties, including allocating labor, leading meetings, and assigning job duties.
  • Led a team of 170 employees and 4 assistants, ensuring the achievement of production and sort standards for over 60,000 packages nightly.
  • Managed daily operations including scheduling personnel and assigning tasks.
  • Monitored performance indicators such as efficiency rates and error rates.
  • Hired, trained and motivated warehouse staff to meet tight schedules and demanding performance targets.
  • Organized warehouse design to maximize space for stock while allowing for high volume traffic zones.
  • Managed day-to-day logistics operations, monitoring incoming deliveries.
  • Prepared inventory for shipment by attaching tags and labels.
  • Partnered with the leadership team to resolve order management challenges, safety, or regulatory issues.
  • Ensuring associates are meeting work standard goals through detailed audits.
  • Ensuring successful area performance, through tracking, reporting and feedback of associate
  • Ensuring associates are meeting work standard goals through detailed audits
  • Maintained professionality and efficiency while working closely with leadership.
  • Established and maintained good relations with customers, vendors and transport companies.
  • Managed product staging efficiently transfer items between receiving, storage and shipping locations
  • Learning Ambassador , Amazon Logistics Worked with process assistants and area manager to determine appropriate level of support for entry level associates

Yard Manager

Amazon LLC
Springfield, VA
01.2020 - 09.2020
  • Inspected vehicles, equipment and trailers in addition to performing basic maintenance.
  • Observed yard traffic to determine track availability to accommodate inbound and outbound traffic.
  • Used hand signals to alert engineers of emergencies, stops or starts, train movement and general directions.
  • Maintained accurate records of all shipments received at the yard, including delivery dates, quantities, weights.
  • Scheduled maintenance checks for trucks and other heavy equipment in the yard.
  • Inspected incoming loads for damage before unloading them from trucks into storage areas.
  • Verified accuracy of timekeeping instruments with engineers to depart on time.
  • Created detailed reports on daily activities, including loading and unloading volumes and personnel performance metrics.
  • Organized regular meetings with employees to discuss new policies and procedures related to yard operations.
  • Resolved discrepancies between actual shipments received versus expected deliveries based on order documents.

Warehouse Associate - Package Handler

Amazon LLC
Springfield, VA
07.2019 - 01.2020
  • Organized warehouse space by rearranging products on shelves, racks and bins according to size, weight, type and other specifications.
  • Packed goods for shipment in accordance with customer instructions.
  • Labeled containers correctly for product identification purposes.
  • Assisted in loading finished goods onto delivery vehicles as required.
  • Checked all outgoing shipments to ensure accuracy prior to dispatch.
  • Used pallet jacks to move items to and from warehouse locations.
  • Kept shelves, workstations and pallet areas neat and tidy to maintain safe work environment.
  • Moved large and bulky items manually or with pallet jacks or forklifts.
  • Monitored work areas for cleanliness and functionality and removed obstacles for safety.
  • Staged and sorted multiple types of products for loading.
  • Tagged and wrote identifying information on containers, boxes and cargo.
  • Secured items in truck by strapping over protective padding.
  • Loaded and unloaded packages from delivery vehicles with manual and powered equipment.
  • Loaded completed orders on pallets according to delivery numbers.
  • Resolved conveyor system issues by clearing jams and blockages.
  • Assisted in loading delivery trucks with prepared packages.

Education

High School Diploma -

T.C. Williams
06-2019

Skills

  • Safety standards
  • Time Management
  • Logistics Management
  • Customer Service Management
  • Meeting planning
  • Payroll
  • Staff Supervision
  • Positive Attitude
  • Staff Training and Development
  • Team Leadership
  • Coaching and Mentoring
  • Employee Scheduling
  • Budget Management
  • Staff Management
  • Employee Safety
  • Problem-Solving
  • Operations Management
  • Lost and Found Management
  • Self Motivation
  • Public Speaking

Languages

English
Professional
Arabic
Professional

Timeline

AA Baggage Service/ Lost and Found Ops Manager

G2 Secured Staff
12.2023 - Current

AA Baggage Service Supervisor

G2 Secure Staff
03.2023 - 12.2023

AA Baggage Service Agent

G2 Secure Staff
12.2022 - 03.2023

Assistant Warehouse Manager

Amazon LLC
09.2020 - 10.2022

Yard Manager

Amazon LLC
01.2020 - 09.2020

Warehouse Associate - Package Handler

Amazon LLC
07.2019 - 01.2020

High School Diploma -

T.C. Williams

Similar Profiles

CREATE PROFILE
Youssef Shilaly