Customer Service Training

Verna Armistead

**** **** **, **********, ** ****2

***- ***- ****

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

Summary of Qualifications

Recently I have obtained my Certified U.S. Export Compliance Officer (CUSECO) certificate. I

am trained and familiar with ITAR/EAR/CFR15, 22 and 31, and other USC. I have knowledge of

BIS, DDTC, OFAC, ECCN, USML AES, DPL, other government agencies and systems. I have a

strong work ethic and dedication to complete tasks in a timely manner. I am a continuous

Improvement champion and am familiar with 6S. I also have limited knowledge of

conversational Spanish. I possess excellent customer service skills with a diversified clientele

and a strong ability concerning complaint resolutions with 25 years of experience. I have worked

with Micro Soft Office 2003/2007/2010 (Word, Excel, Outlook, and Power Point) and have a

working knowledge of office equipment.

Novo1

CARGO RESERVATIONIST

Receive in bound phone calls for shipping cargo bookings on American Airlines flights.

Northwest/Delta Airlines, Dallas/Ft. Worth, TX

CUSTOMER SERVICE AGENT

•Confer with customers by telephone or in person to provide information about products or

services, take or enter orders, or obtain details of complaints

•Keep records of customer interactions or transactions, recording details of inquiries, complaints,

or comments, as well as actions taken

•Check to ensure that appropriate changes were made to resolve customers' problems

•Refer unresolved customer grievances to designated departments for further investigation

•Weapons and ammunition shipping, I am familiar with hazmat validations and declarations.

United Parcel Service, Dallas, TX

SEASONAL HANDLER

•Sort cargo before loading

•Sorted according to zip codes

•Load boxes onto trucks for delivery

Federal Express, Dallas, TX

COURIER

•Walk, or drove vehicle in order to reach destinations to deliver packages

•Load vehicles with packages

•Ensure safe handling of packages, some may be hazardous material

•Load and sorted items collected along delivery routes

•Plan and follow the most efficient routes for delivering of packages

•Recorded information using manual and electronic entries

•I have knowledge of the required documentation for international shipments, such as the SED/AES

Positions Held

6/24/1013-present, Novo1, American Airlines Cargo Reservationist

8/1/1986 - 9/15/2011, Northwest/Delta Airlines, Airport Customer Service Agent, Retired

11/1/1995 – 12/31/1995, United Parcel Service, Seasonal Sort System

10/30/1994 – 06/11/1995, Federal Express, Courier

Education

Professional/Corporate Training including some of the following examples;

Operation of ground equipment, proper signaling/communication with cockpit, weight and

balance, aircraft APU start-up shut down, air conditioning control training to name a few.

Annual Recurrent Training which includes but not limited to safety, assisting passengers with

disabilities, hazardous materials, customer service, ergonomics etc…. Approximately 30 hours of

continuous learning per year.

College

Dunlap Stone; Export Compliance

Tarrant County Community College; one course of Conversational Spanish and Spanish I

International Air Academy; Airline Customer Service - diploma

American Intercontinental University; Business Administration – Associates Degree

Accomplishments

I have taken and passed the examinations for Export Compliance. I was one of the volunteer

certified instructors at Northwest Airlines. It was my responsibility to give new hires the

practical/live application to the classroom instruction they received. In 2009 I received an award

for Caring, from Northwest Airlines. In January of 2011 I received my Associates Degree in

Business Administration. It was May of 2012 when I embarked on the pursuit of a new career in

export compliance and began taking classes to accomplish this goal. I have completed all course

work with an 3.5 average and have

References

Karen McConnell, Performance Leader, Delta Airlines, 972-***-****

Mary Gipson, Bookkeeper, Metro Irrigation Supply, 817-***-****

Kathy Crain, Airport Customer Service, Delta Airlines, 517-740- 8967

Dawn Avanzini, Administrative Coordinator, 817-***-****

Contact this candidate