Responsible for loading, unloading, servicing, guiding, and directing company aircraft; Safeguards Customers' baggage, air cargo, air mail, and COMAT from weather, loss, theft, damage and/or destruction; Handles all aspects of loading, stowing and unloading baggage, cargo airmail, air freight, ballast and company materials according to a predetermined plan received either electronically or manually from an Operations Agent; Receives and records Customer baggage, air freight, mail and company materials as required; Submits, either electronically or manually, a Cargo Bin Loading Slip (CBLS) to an Operations Agent; Picks up, delivers, and transports cargo and baggage to and from aircraft and prepares records in connection with these responsibilities.

Primarily responsible for getting flights out on time to include loading and unloading aircraft cargo, moving baggage to and from terminals, and receiving and dispatching aircraft.

Dynamic Employee Development Coach with demonstrated capabilities in coaching and mentoring new employees in OJT to operational proficiency using established systems, tools, and protocol. Service Observe phone calls and provide individual coaching and small group development sessions aimed at improving individual performance. Document Business Skills for management review. Act as a product consultant and information provider for the customer and agents by maintaining up to date knowledge of DIRECTV products, services, programming, and equipment. Provide guidance and/or help agents in resolving difficult customer questions or problems. Provide reports and other quality information to assist in the feedback and formal education process of new hires and/or experienced CSR's. Aid in the creation and fostering of a positive, energetic and results-driven environment. Committed to teaching and developing top notch talent to deliver World Class Customer Service by coaching new agents to meet graduation requirements through monitoring calls and metrics, continually informing agents of their status, and providing ongoing coaching assistance to improve performance. Develop new agents in understanding all areas of performance including long term customer satisfaction and productivity components that drive revenue and customer loyalty. Conduct weekly 1 on 1 coaching sessions to provide individual and small group feedback aimed at driving individual performance and business results. Proactively communicate with management and trainees on the status of employee development including accomplishments and risks. Support the New Hire Learning experience by facilitating skills learned by new agents through daily briefings and clinic presentations. Monitor availability and adherence of breaks and lunches to maximize call handling experience during On-the-Job training.

Provided effective and timely resolution to a wide variety of billing and technical inquiries or problems, striving for one call resolution while delivering "World Class Customer Service" through building customer satisfaction and loyalty championing DTV value and services. Completed ongoing training to keep abreast of product, service, and policy changes. Coached multiple agents over a 6 month span on the Production Floor as well as assisting with the OJT New Hire classes.

Employee of the Year, KB Home Inc. 2003Berkshire Community Team Sponsor 2004-2007Berkshire Secretary of Treasury, Board of Directors 2007-2008Trained Sales Agents on FAST TRAC classes on Customer Service & Customer Care functionsManaged homeowner complaints coming from the corporate office (Westwood, CA) or directly to the Division for resolutionManaged a Cisco phone line including a separate 800 lineDatabase maintenance for homeowner surveys provided by J.D. Powers & Associates to improve homeowner scores through analysis and forecastingBetter Business Bureau liaisonWorked directly with internal & external employees to achieve improved J.D. Powers & Associates homeowner scores

Assistant Manager or Manager of a few food chains in Las Vegas, Nevada for Premier Foods.