Claudine A. Otey, ***** E **th Ave, Denver, CO ***49, 719-***-****, adrd7i@r.postjobfree.com

Process Assistant & Ship Clerk -Amazon Sort Center, 2021 - present, Denver CO

-Manage safe sortation and loading of packages in a 24/7 warehouse operation of 1500 employees.

-Coordinate with peers and team members to efficiently execute the daily operational plan.

Supervisor – Airport Operations Zone Control, United Airlines, 2017 – 2020, Denver CO

-Managed necessary processes of more than 500 daily arriving and departing aircraft in Denver International Airport.

-Maintained timely communications with all stakeholders.

-Contributed to the improvement of on-time performance and risk mitigation by determining, through real-time investigation and up-to-date research of various human factors, equipment failures, customer service lapses, and passenger bag movement issues, the likely causes of late departing aircraft.

Mentored and trained less experienced peers, business partners and co-workers from other internal departments.

-Collaborated with peers and managers to maintain the department’s high standards of learning and operational procedures.

Participated as a volunteer for community service projects with other United employees.

Supervisor- Airport Operations, Scheduling Office, United Airlines 2015 – 2017, Denver CO

-Accepted a promotion to a supervisory role in the scheduling department after only 9 months as a coordinator in the department.

Hired five new employees; managed a team of 8 coordinators, while cultivating working relationships with individual employees, their union representatives, the managers of my department, different internal departments, and multiple external business partners.

Coordinator – Airport Operations, Scheduling, United Airlines 2014 – 2015, Denver CO

Scheduled daily, weekly and monthly shifts for more than 2000 union-represented customer service and ramp personnel.

-Worked closely with individual employees, their union representatives, the managers of my department and different internal departments, and multiple external business partners, to safely, dependably and efficiently contribute to the day-to-day operation of more than 300 inbound and outbound flights at a major U.S. hub.

Ramp Service Employee, United Airlines, 2013 – 2014, Denver CO

-Safely and efficiently moved, handled, and loaded passengers’ bags and other cargo.

-Learned to safely operate multiple pieces of ramp equipment, trucks and baggage movement systems without causing damage to the bags, cargo, equipment and most importantly the aircraft.

-Continuously integrated the customer service philosophies of empathy and caring that are my core personal principles.

Quality Assurance Ramp Supervisor, SkyWest Airlines 2012 – 2014, Denver CO

-Tracked and reviewed an average of more than 200 delayed bag claims to determine the cause and location of the failure each business day.

Troubleshooted baggage movement failures to improve the processes on a local, regional, national, and world-wide basis.

Customer Service Temporary Instructor, SkyWest Airlines 2011 – 2012, Colorado Springs and Denver, CO

-Learned two customer service and baggage computer programs.

-Completed “Train the Trainer” certification classes in order to instruct SkyWest employees on the use and best practices of these computer programs.

-Provided hands-on assistance to Colorado Springs and Denver employees during the “live” transition from the United based systems to the Continental based systems as the two major airlines merged their operations.

Customer Service Supervisor, SkyWest Airlines 2010 – 2012, Colorado Springs CO

-Supervised all aspects of the customer service and ramp operations to maintain a safe and on-time operation.

-Incorporated customer service skills and tasks including checking in passengers, issuing tickets and bag tags, and safely boarding and deboarding passengers.

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