Aviation Ops Leader with Customer Focus

CARMISA COCHRANE

Charlotte, NC [Your Email] [Your Phone Number]

Professional Summary

Proactive and experienced aviation professional with over 3 years in airport operations, including supervisory roles in customer service, baggage handling, and ramp operations. Proven ability to lead cross-functional teams, resolve customer issues with urgency and empathy, and ensure compliance with airline policies and federal regulations. Committed to upholding American Airlines’ core values of safety, care, integrity, and excellence while enhancing the overall travel experience.

Professional Experience

Bagroom / ABR Supervisor

Piedmont Airlines – CLT November 2021 – Present

• • Lead daily ground operations, ensuring adherence to safety and service standards.

• • Deliver safety briefings, create operational schedules, and adjust staffing based on real-time flight needs.

• • Collaborate with customer service and ramp teams to support timely departures and exceptional customer experiences.

• • Develop training programs for new hires to improve team knowledge, compliance, and performance.

• • Utilize Sabre, QIK, and other AA systems to manage baggage tracking, reporting, and resource allocation.

Outbound Coordinator

Jet.com – Bronx, NY September 2018 – November 2021

• • Directed daily shipping operations, emphasizing accuracy, speed, and quality control.

• • Managed a high-volume outbound flow, ensuring customer delivery timelines were consistently met.

• • Collaborated with internal departments to resolve delays and implement process improvements.

• • Provided operational support to enhance team efficiency and communication. Department Manager

Walmart – Cinnaminson, NJ April 2014 – March 2016

• • Managed high-performing retail teams to exceed customer service and sales targets.

• • Oversaw inventory control, merchandising strategies, and vendor coordination.

• • Trained associates to uphold store standards and resolve customer concerns promptly and professionally.

• • Maintained a theft-free environment while sustaining $1M+ in monthly revenue.

• Core Skills & Competencies

• • Airline Customer Service Management

• • Team Leadership & Staff Development

• • Conflict Resolution & Passenger Issue Handling

• • Baggage & Ramp Operations

• • FAA & TSA Safety Compliance

• • Scheduling & Resource Optimization

• • Communication & Interdepartmental Coordination

• • Airline Systems: Sabre, QIK, ROVR, Gate Reader

• • Microsoft Office Suite (Excel, Word)

Education

High School Diploma

Burlington City High School — Burlington, NJ

June 2014

Certifications & Credentials

• • U.S. Customs Seal

• • Pushback Certified

• • Search Qualified

• • Safety Briefing Facilitator

• • References Available Upon Request

Contact this candidate