Janae Oliver-Colvin
Charlotte,NC
Summary
Dynamic Operations Agent with a proven track record at Unifi, enhancing customer satisfaction through exceptional communication and problem-solving skills. Expert in operational efficiency and ground traffic control, successfully reducing complaints and improving service delivery. Adept at multitasking and fostering teamwork, ensuring seamless airport operations and compliance with industry regulations.
Overview
6
6
years of professional experience
Work History
Operations Agent
Unifi
11.2024 - Current
- Enhanced customer satisfaction with timely resolution of issues, clear communication, and follow-up on concerns.
- Maintained compliance with industry regulations by conducting regular audits and implementing corrective actions when necessary.
- Provided announcements to passengers to explain baggage procedures.
- Maintained strong working knowledge of airline policies related to ticketing, boarding and cargo handling procedures that contributed to smooth airport operations.
- Managed irregular operations such as flight delays or cancellations proactively, minimizing negative impacts on passengers and overall operations.
- Reduced customer complaints by providing exceptional service to passengers and promptly addressing concerns.
- Collaborated with airline partners to maintain positive relationships and ensure seamless coordination of activities.
- Maintained accurate records of flight details, ensuring prompt updates were communicated to relevant parties.
- Assisted in the development of operational procedures for increased efficiency and compliance with regulations.
- Liaised with air traffic control for coordinating take-offs, landings, gate assignments, and other essential activities vital for smooth airport functioning.
- Facilitated the boarding process by verifying passenger documents, guiding them to their seats, and providing assistance as needed.
- Streamlined communication between various airport departments, ensuring smooth operations and timely flight departures.
- Contributed to emergency preparedness initiatives by participating in drills and staying informed about best practices for crisis response scenarios.
- Assisted passengers with special needs during boarding processes while offering compassionate care throughout their time at the airport.
- Provided comprehensive training to new Airport Operations Agents, fostering a skilled workforce capable of handling diverse tasks effectively.
- Oversaw fueling, cargo management, and departure of aircraft at busy airport facility with 20 daily departures and arrivals.
Ramp Agent
Jetstream Ground Services
01.2024 - 11.2024
- Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
- Guided aircraft into and out of parking positions using hand signals.
- Maintained clean ramps, preventing trip hazards or debris from interfering with aircraft movements or personnel safety.
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over 20 daily flights.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Conducted marshaling activities skillfully, guiding pilots safely towards their designated parking positions on the ramp area.
- Demonstrated adaptability by quickly adjusting to changing flight schedules or weather conditions, minimizing disruptions to airport operations.
- Positioned and towed aircraft from remote locations of airport to designated areas for operation.
Delivery Driver
Lightner Enterprises
09.2022 - 10.2023
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
- Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
- Operated light trucks to deliver loads as far as 55 miles from home location.
Property and Casualty Insurance Agent
TTEC
02.2019 - 09.2022
- Prepared detailed reports for management regarding sales performance, market trends, and competitor analysis to inform decision-making processes.
- Continually expanded knowledge of industry trends and regulatory changes to provide accurate information to clients.
- Implemented effective cross-selling strategies to increase overall sales revenue by promoting additional insurance products to existing clients.
- Efficiently managed a large book of business, prioritizing tasks and organizing workloads to maintain productivity levels.
- Improved customer satisfaction by providing exceptional service and addressing policyholder concerns in a timely manner.
- Provided expert advice on property and casualty insurance options, ensuring clients were well-informed to make educated decisions.
Education
Certificate - Medical Billing And Coding
DeVry University
Naperville06-2025
High School Diploma -
Phillip O Berry Academy of Technology
Charlotte, NC06-2019
Skills
- Operational efficiency
- Scheduling coordination
- Process documentation
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Ground traffic control
Languages
English
Native or Bilingual
Timeline
Operations Agent
Unifi
11.2024 - Current
Ramp Agent
Jetstream Ground Services
01.2024 - 11.2024
Delivery Driver
Lightner Enterprises
09.2022 - 10.2023
Property and Casualty Insurance Agent
TTEC
02.2019 - 09.2022
Certificate - Medical Billing And Coding
DeVry University
High School Diploma -
Phillip O Berry Academy of Technology
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