Customer Service Continuous Improvement

Jada Blanding

Montclair, NJ *****

****.************@*****.*** 984-***-****

Summary

Dedicated and customer-focused airport professional with experience in providing exceptional service to travelers. Skilled in assisting passengers with check-ins, reservations, and inquiries while ensuring a smooth and efficient airport experience. Adept at handling high-pressure situations, resolving customer concerns, and maintaining compliance with airline and airport policies. Strong communication and problem-solving skills with a commitment to delivering top-tier customer satisfaction.

Skills

10-Key Typing

75 WPM Typing Speed

Microsoft Office Suite

Tech Savvy

Documentation review

Detail-Oriented

Excellent Time Management

Experience

Ramp Lead Agent/Gate Agent

Swissport-Morrisville, NC

March 2023-September 2024

Supervised and coordinated ramp operations to ensure timely and efficient aircraft handling.

Managed a team of ramp agents, providing training and guidance to ensure adherence to safety and operational standards.

Oversaw the loading and unloading of luggage, cargo, and mail, ensuring compliance with weight restrictions and safety protocols.

Conducted regular inspections of ground support equipment and arranged maintenance as necessary to ensure operational readiness.

Collaborated with flight crews and ground personnel to facilitate smooth aircraft departures and arrivals. Developed and implemented procedures to enhance productivity and reduce turnaround times.

Resolved operational issues and addressed employee concerns to maintain a positive and efficient work environment.

Monitored and recorded performance metrics, reporting findings to management to support continuous improvement initiatives. Served in both the ticketing and gate areas at the airport

Required for the use of computers, agents are responsible for all aspects of the ticketing process sells Required to operate jet ways to place them in position prior to aircraft arrival also placing the jet bridge on the aircraft

Ramp Agent

Trego/Dugan Aviation-Morrisville, NC

June 2021-March 2023

Loaded and unloaded luggage and cargo from aircraft, ensuring proper handling and organization to meet safety regulations and operational standards.

Directed aircraft movements on the ground, coordinating with pilots and ground control to ensure safe and efficient taxiing.

Conducted pre-flight and post-flight checks on ground equipment, ensuring all machinery was in working order and properly maintained.

Managed the transfer of baggage between terminals and aircraft, consistently meeting tight schedules while maintaining high service standards.

Collaborated with team members to execute efficient boarding and deplaning procedures, enhancing overall passenger experience.

Assisted in monitoring weather conditions and communicated relevant information to flight crews, promoting safety in flight operations.

Implemented safety protocols and maintained a clean and organized ramp environment, contributing to a risk-free workplace.

Provided excellent customer service by addressing passenger inquiries and resolving any issues related to baggage handling and flight schedules.

Education

High school diploma

Apex High School - Apex, NC 2019-2022

Certifications and Trainings

*Customer Service Training *Safety & Security Training

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