Customer Service Manager

RASHIA J. KHAN

CAREER OBJECTIVE

Offers Office Management and HR Generalist skills

(213) 909 – 4448 which complies with labor laws. Strong planner and

problem solver who readily adapts to change, works

******.********@*****.***

independently and exceeds expectations. Able to

juggle multiple priorities and meet tight deadlines

without compromising quality or compliance.

SUMMARY OF SKILLS, ABILITIES & EXPERIENCE

Office Manager (reliable and responsible) Employee processing & maintain employee

Performance/ Training Management records (recruiting, I -9’s/ W-2’s, orientation,

(communicates effectively) training etc

Team Player/ Leader (unsupervised Telephone Etiquette

self-starter) Bookkeeping, Merchant

Accurate, efficient and trustworthy Deposits and Account Reconciliation

Data Entry & High level of detail Accounts Receivable & Payable

Computer & Office Proficiencies (60wpm) Weekly Payroll processing for 100+ employees

Interface Well with Persons on All Levels Excellent Communication Abilities

Exceptional Customer Service and conflict (written/oral)

resolution Works well under Pressure or in

Teachable & Adaptable (enjoy multi-tasking) Diverse Environments

Specialized Credentials, Training & Computer Skills

Office Skills: Office Management Spreadsheets/Reports Front-Desk Reception

Records Management Event Management Executive Support

Database Administration Calendaring Travel Coordination

Employee Scheduling Type 60 wpm New Hire Orientation

Payroll (Kronos)

Computer MS Word Lotus Notes

Skills: MS Excel Taleo

MS PowerPoint Windows

QuickBooks Outlook

WORK HISTORY

2012-present Operations Supervisor/ HR Generalist Gate Safe Inc.-LAX, CA

Intuitively strives to improve awareness and know-how to effectively train, constructively coach, supervise,

communicate clearly and perform duties, consistently meeting or surpassing expectations and standards in a

continuously changing environment. In meeting the daily activities established by the Customer’s requirements I

provide support, disciplinary measures, conflict resolution, and recommendations, as necessary while overseeing

both GSI Leads and Security Coordinators (SC) in an HR Generalist function by recruiting, processing, developing

and implementing training courses for orienting new hires and existing employee base for effective Team

development and productivity. Additional duties include, but not limited to: Weekly Payroll processing for 100+

employees, Daily deployment and weekly scheduling, maintain current I-9’s and W-2’s, review, analyze and

maintain daily performance-related reports. Provide recurrent training, development, and performance reviews

for subordinates, as well as administer or recommend disciplinary measures, as necessary up to termination. As

Company Liaison, establishes, develops and maintains excellent working relationships with Airline, Catering &

Union representatives to encourage and upgrade existing services and new Customer accounts. Constantly

seeks new ways to improve customer service and resolve concerns while maintaining quality control and

satisfaction records. Fosters and builds both on- and off-site relationships to promote Company’s best interests

and advancement.

2011-2012 Air Export Specialist II Ceva Logistics-Carson, CA

Responsible for daily prioritization of various procedures in all regions in a LEAN driven enviroment; including but

not limited to: reporting to the company Export Manager and Supervisors; researching and collecting data from

Shippers to ensure timely departures, gathering data from destinations and inputting rates amongst other

information in CLASS (a system which enables you to perform functions such as revise or cut a HAWB, pull up flight

details and customer account information to name a few). Pickups are scheduled via phone or email (using

Microsoft) all pickups are made using the Worldport System (a llows you to track freight and release scheduled

pickups to their respective locations). There are several other systems specifically used within Ceva (Navigator/

SGC Scan/ Denied party search/ Share point/FM Net etc.) to assist with daily functions such a s locating freight.

We also provide customers with rates based upon pre-existing tariffs, dims, weight and location. As an Air Export

Specialist I take initiative to solve all concerns/ issues affecting productivity both internally and amongst vendors

all while building and maintain a strong line of communication.

2011-2011 Sales Support Lead Agency-Swissport

(British Airways)-LAX, CA

Duties include but are not limited to; daily prioritization of Cargo bookings via phone/ emails; Reporting to the

company Sales Manager of the West; AWB audits (reviewing the “CAP- A” which allowed me to adjust all

accounting and rate references if necessary prior to customers being invoiced). Resolve internal delays, build

and maintain business relationship along with a great line of communication. Update North Americas Centralized

Support Unit with weekly feedback; maintained/ issued (“AIT”) AWB and CBV logs distribution (which are a type of

bill of lading that serves as a receipt of goods by British Airways as well as a contract between both shipper and

carrier); as well as create CCA’s (the amendment of AWB’s). As lead I took initiative to solve all concerns/ issues

affecting productivity as well as motivate within our immediate group.

2008-2011 Administrator/ Accounts Payable Agency-Swissport

Agency-Aviation Safeguards

(British Airways)-LAX, CA

Responsible for daily prioritization of various projects; including but not limited to: reporting to the company

Area Manager; The VP of Customer Service as well as the VP of Sales. Coordinating/ organizing conference

calls for the VP as well as all travel accommodations using the corporate travel department. Process Staff

travel requests; Order/ track cargo and office supplies for 7 locations; general interfacing with vendors/

customers including troubleshooting invoices and claim-related queries, claims processing i.e., researching

and collecting data from claimant and BA records such as the BA80 (a system reflecting flight details along

with additional notes such as freight instructions). Perform ALL general office functions using Lotus Notes,

Excel and Outlook along with daily organization of various documents and files; updating attendance

records; reviewing billing invoices and cash slip records; cash handling; account reconciliation; bank

deposits; setting up/processing invoices in BA2BUY ( BA’s system used to order supplies and process invoices

similar to QuickBooks) as well as the proper completion of an allonge/ credit form; Updating the Cap A

(where accounting errors are corrected prior to customers being invoiced) upon verification of the

contract and market rates; expense reports for Operations department, Generate reports to keep LAX in

compliance with Customs and the Badging office; track the weekly Non -conformance performance in

LAX, LAS, PHX, SEA,SFO, YYC and YVR. Oversee and the TSA’s logs in 19 locations.

EDUCATION

Palisades Charter High School-Pacific Palisades, CA (Graduate, Diploma of General Education)

El Camino College -(Student, Psychology Major)

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