Customer Service High School

Sumera Bakhrani

**** *. ****** *******, **, ***59

(630) 745 - 1886 Cell

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

OBJECTIVE

. Over 5 years experience in the field of Airline customer service

. Demonstrated record of success and high activity

. Passionate and creative problem solver who is a self starter and team

player

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EDUCATION

Certified in Microsoft Applications

June 2005

Technology Center of Dupage, Dupage, IL

High School Diploma

Glenbard South High School, Glen Ellyn, IL

June 2003

RELATED COURSEWORK

. MS Word

. MS Excel

. MS Power Point

. MS Desktop Publishing

PROFESSIONAL EXPERIENCE

Integrated Airline Service, Franklin Park, IL

July 2009 - Present

Import/Export Manager

. Supervised and managed staff of 20 including 3 leads and 3 WH Supervisors

. Customer service (Answered phone calls and resolved issues over the phone

in a professional manner, Monitored customer issues and assisted in

resolving all of it.

. Made strategic decisions regarding freight schedules to priority cargo

for reach destination daily Via Air or Truck.

. Managed and coordinated more than 2 million kilos of inbound and

outbound international

airfreight - achieving 98% inbound truck turnaround rate and 95% "flown

as booked"

performance indicator

. Maintained traced and managed ULD inventories/ Inbound and outbound

Inventories.

. Worked with AMS systems and communicated with U.S. Customs to resolve AMS

problems as well as Sita Messages though out the Global Nation.

. Manage the acceptance and delivery of all cargo according service

standards and legal requirements with correct and safe handling of DGR,

VIP, AVI, VAL, PER, etc.

. Oversaw domestic logistics and operations, including outbound routing of

daily

Import and Export shipments across the entire United States

.

. Trained, managed and ensured drivers, warehouse personnel and operations

agents

Adhered to standard operating procedures

. Certified in Dangerous Goods acceptance, and documentation following

IATA regulations

. Followed and trained TSA regulations and requirement up to date.

. Expert in customer airline programs such as Singapore's Force, EVA's

Cargowing CSP, Kalitta's E-Cargo and Cargo spot.

. Develop and implement audit and training procedures to ensure proper

filing and record maintenance

. Dispatching/Tariff Planning/Invoice

. Data Entry

. Cargo Quality Control

. Keeping Company Goals up to 97% group I ranking

. Monitored scheduling and payroll and kept Over Time hours below cost at

all time.

Lufthansa Cargo/Delta Global, Chicago, IL

December 2007-January 2009

Export Documentation Agent

. Process all export documentation followed by all requirements in

organized manner.

. Specialized focus on export handling through out the nation.

. Involved in special projects such as completing present and future work

in a timely manner.

. Acceptance of high volume of cargo documents and processing

. Able to work on own initiative and as part of a team and able to always

work a step ahead.

. Involved in completion of several flights and tasks at the same time

. Able to complete over 300 airway bills data entry

. Good knowledge in Cargo systems such as Goods Acceptance Support, Easy

booking, Unisys, Mosaic and Cargospot

. Able to perform all rules and regulations required by IAC/TSA approvals

. Highly knowledgeable of geography around the world as well as city and

country codes. Monitored customer issues and assisted in resolving all of

it. Monitored customer issues and assisted in resolving all of it.

Monitored customer issues and assisted in resolving all of it. Monitored

customer issues and assisted in resolving all of it.

United Airlines, Chicago, IL June

2007 - October 2007

Customer Service Agent

. Work in the baggage arrival and lost found areas.

. Able to lift to 70 pounds.

. Assist Customer with quoting fares and schedules.

. Make customer reservations.

. Issue tickets

. Baggage check-in

. Flight Check-in/boarding.

. Resolving disservice situations.

Swiss Port Cargo, Chicago, IL

June 2006 - June 2007

Import/Export Customer Service Agent

. Assist in problem solving any minor or major customer service such as

complains and product cargo issues.

. Prepare and process all necessary documentation to cargo received and

shipped.

. Basic accounting such as handling all cash and credit transactions.

. Assist office, warehouse and customer service personnel as required.

. Comply with all Federal, state, municipal, airport authority and carried

security requirements.

. Ensure documentation, as require, complies with appropriate company

departments.

. Customs clearances of passengers and freighter cargo flights.

. Able to perform auto manifested functions including and customs holds and

difficulty in documents and cargo.

SKILLS

. Typing at 60 WPM

. Computer literate and use of office equipment

. MS Outlook

. DG Certified

. Fork Lift Certified

. Knowledge of USDA/ ETU Customs Regulation

. TSA Certified

. AMS Expert

Contact this candidate