Contact Information:

Rachel Brito Estrada **** Vejar Ave Pomona CA91766 323-***-**** ad1ic9@r.postjobfree.com

Professional Summary:

Highly skilled manager with extensive experience leading and building efficient service teams in the cargo and airport industries. Demonstrated ability to provide exceptional customer service and handle crisis prevention and safety assurance. Bilingual with excellent communication and interpersonal skills and a unique ability to relate to diverse clients. Adept at observing and interpreting human behavior to detect potential security threats and able to function independently and coordinate with other law enforcement personnel. Proven track record of successfully managing and supervising teams in fast-paced environments, including overseeing patrols in airports and performing access control and ID card validation for areas. Skilled at enforcing company rules and policies and responding to security breaches, bomb threats, and other emergencies.

Experience:

Aerounion Cargo/Avianca Holdings - 5625 W Imperial Hwy, Los Angeles, CA 90045

Customer Service Supervisor

0ctober 2020-Present

Supervise and coordinate the activities of ground crew in the loading, unloading ground crew securing and staging of aircraft cargo

Observing receiving and otherwise obtaining information from all relevant sources

Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with other

Communicating with people outside the organization, representing the organization to customers, the public, the public government, and other external sources. This information can be exchanged in person in writing or by telephone or email.

Implement airfield safety procedures to ensure safe operating environment for personnel and aircraft operations.

Work directly with local customers providing professional customer service and assistance with their airfreight shipment.

Work with customer service representatives and operations teams to ensure seamless movement of air packages for next day delivery.

Redesigned customer service programs solidifying trust with clients by delivering creative solutions to meet client’s requirements delivering mutual profitable results.

Provide excellent customer service in all phases of operation including assisting physical challenged passengers and other travelers with special needs.

Support the commercial teams with enquiries and expertise into these areas.

Prepare documentation prior to flight arrival or flight departure, review, organize, make copies and distribute accordingly.

Travel to Airport Operational Area (AOA) to meet flight upon arrival or departure of flight to retrieve or drop off flight documents.

Notify Broker or Freight Forwarder on the Master Airway Bill (MAWB) of shipment’s arrival at warehouse facility or on hold.

Provide assistance to customers arriving to retrieve their documents and freight.

Collect appropriate charges and document method of payment.

Process “Customs Out” (proof of delivery) for every transaction before the customer’s departure.

Assist in completion of MAWBS for over-the-counter shipments.

Confirm all bookings are accepted

Confirm TSA mandatory screening.

Confirm Dangerous Goods (DG) have been checked within aircraft limits and Follow specific procedure for DG shipments when received, including when shipment is abandoned by consignee.

Data capture AWB information into airline system(s).

Manifest flight based on information received from the warehouse.

Print flight manifest, cargo pallet message, deadload and NOTOC and deliver to the aircraft.

Verify post flight inventory with documents on hand.

File maintenance of all pertinent documents and records.

Prepare various reports (Irregularity, Weekly Import and/or Export Statistics)

Answer incoming calls and responds to emails.

Demonstrate diligence required to maintain security under the Airport Police, TSA and United States

Aerounion Cargo/Avianca Holdings - 5625 W Imperial Hwy, Los Angeles, CA 90045

Security/Cargo Screener Supervisor

April 2018 - 2020

Lead and manage a team of security and cargo screeners

Provide exceptional customer service and enforce company rules and policies with guests and company personnel

Respond to and assist with emergency situations, including aircraft emergencies and security incidents

Secure a plane perimeter and high-value cargo, following TSA and FAA standards

Eagle Security Services - 12903 S Normandie Ave, Gardena, CA 90249

Security Supervisor

June 09, 2017 - April 07, 2018

Supervised and managed a team of security personnel

Conducted patrols in airports and performed access control and ID card validation for areas

Performed airport and aircraft security duties, including escorts for operations, cabin inspection, baggage area security, identity verification, and special security for flights to high-risk destinations

Protected restricted areas and performed access control to facilities and cargo escort

Responded to security breaches, bomb threats, and other emergencies, including medical emergencies

Used metal detectors to control access points to aircraft

McDonald's - 101 S Sepulveda, El Segundo, CA 90245

Assistant Manager

February 2004 - June 2017

Led and managed a team of employees in a fast-paced environment

Provided excellent customer service and resolved complaints regarding food quality, service, or accommodations

Scheduled and received food and beverage deliveries, checking delivery contents for quality and quantity

Recruited, hired, and trained employees, and scheduled staff hours and duties

Maintained inventory and ordered supplies as needed

Maintained records and documentation, such as employee attendance and payroll

Prepared and submitted reports as needed

Created and implemented policies, goals, objectives, and procedures for the department

Education:

High School Diploma, Lawndale High School, 2004

Skills:

Fluent in English and Spanish

Excellent customer service skills

Strong communication and interpersonal skills

Able to multitask and handle a high-pressure environment

Proficient in Microsoft Office and database management

Exceptional crisis prevention and safety assurance abilities

Skilled at observing and interpreting human behavior to detect potential security threats

Certifications:

Dangerous Goods Certified

First Aid and CPR Certified

TSA Certified

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