Lead Agent Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the lead agent job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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A Zieme

Alvah

Zieme

951 Nader Track

San Francisco

+1 (555) 162 8897

951 Nader Track

San Francisco

Phone

p +1 (555) 162 8897

Experience Experience

Chicago, IL

Lead Agent

Chicago, IL

Rolfson, Goodwin and Wiegand

Chicago, IL

Lead Agent

Coaches staff on performance management improvement
Constantly reviews operational procedures, identifies areas of improvement, and proactively presents recommendations to the General Manager
Identifies opportunities to improve team and individual performance
Perform other related tasks as assigned by management
Assesses current process challenges and recommends solutions to program manager and the client for the betterment of the business and end user
Perform monitoring and surveillance activities
Open to all Full time employees currently working within the department

Philadelphia, PA

Ocean Lead Agent

Philadelphia, PA

Weissnat, Walker and Mayert

Philadelphia, PA

Ocean Lead Agent

Work with the Ocean Import Manager to ensure that the department meets its financial and productivity goals
Provide customer service to specific accounts
Monitor Key perfomance indicators set to help provide exceptional customer service
Understand department process flow, and looking for best practices to improve operational efficiency and productivity
Ensure all customers standard operating procedures in place and updated in the SOPs
Ensure accurate and timely client and vendors billing
Complete shipment accoutning timely and accurately

present

Dallas, TX

Lead Agent Manager

Dallas, TX

Berge Inc

present

Dallas, TX

Lead Agent Manager

present

Evaluates and manages methods of operation to increase productivity while decreasing operating expenses
Screen, select and make hiring decisions for department staffing
May provide additional training and relays pertinent information to team members to ensure that budgeted goals are met
Act as a liason between the Training Department and the Lead Desk to ensure consistency
Deal with situations of a dynamic nature and modify plans, actions, and decisions in light of changing situations and circumstances
Document and process all absences, tardies and terminations. Writes and issues progressive counseling statements as warranted
Conducts team meetings to communicate new policy information and to reinforce existing policies and procedures

Education Education

Bachelor’s Degree in Business Ethics

University of Georgia

Bachelor’s Degree in Business Ethics

Skills Skills

Has strong computer skills including a solid knowledge of Microsoft Office functionality
Grasps excellent knowledge of all Passenger Services functions
Able to work under pressure and adaptable to changes
Demonstrates organizational ability and is capable of handling multiple tasks simultaneously
Good relationship with contractors, passengers, airport authorities and police
Demonstrates sound judgment and decision-making ability
Able to multi-task
No warnings for rudeness/unprofessionalism or customer complaints within the last twelve (12) months
Comprehensive knowledge and understanding of AOSSP, ISP, TSA Security Directives and local government regulations
Excellent written and verbal communication skills in English and local language

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Lead Agent Resume Examples & Samples

To respond in a timely manner to any queries from the Reservations Teams
To respond to any escalated client issues in a timely and efficient manner
To have a full working knowledge of participating hotels and be able to promote and sell all other Marriott properties as well as responding to Reservations Teams enquiries concerning the hotels
To treat all customers (internal and external) with courtesy and respect, to refer to them by name and ensure that any customer concerns are handled in a timely manner
To have a working knowledge and understanding of the sales strategies of the Regional hotels and adhere to them at all times, to be aware of the budgeted occupancy, average room rate and the hotels’ performances. To be aware of groups coming into the hotel. To use this information to sell the hotels effectively and to offer advice to agents based on this knowledge. Work with Exclusive Services desks offering support, dealing with queries and handling any escalated issues
To ensure that the correct rates and packages to all contracted agents and companies with a full understanding of room availability, restrictions and promotions are offered by the Reservations Teams
To have a thorough understanding of both Marriott Rewards Loyalty programmes and Marriott Incentive Awards programmes
To answer all phone calls promptly and in a courteous manner
To strive to achieve and, where possible, exceed call targets
To have a working knowledge of the credit policies of the Regional hotels and their direct billing procedures and of their policies on Guaranteed No-Shows and assured reservations
To liaise with relevant departments and Team Managers i.e. Guest Services, in a courteous manner
To have an understanding of all other Marriott’s GRSCC Centres operations
Have a working knowledge of the sales and front desk areas and how they relate to reservations
Have a working knowledge of Exclusive Services and its various functions
To demonstrate initiative in solving customer concerns and issues by way of empowerment
Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times
Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers. Be an ambassador for Marriott and the centre
Comply with all Marriott International and ORKRS policies and procedures
Comply with all Health & Safety practices and procedures within the Centre. Participate in H&S training as necessary ensuring compliance with H&S standards
No active Written Warnings
Minimum of 6 months service in current position
Leaving Certificate or equivalent

Lead Agent Manager Resume Examples & Samples

Prepare annual department budget for the Lead Desk. Analyzes management information and financial statements each period to keep within budgeted goals and objectives. Justifies funds and prepares/maintains an annual operating budget
Monitors desk call volume and adjusts personnel staffing to cover incoming calls, ensure handled in an efficient manner and in accordance with service standards for Lead Desk
Ensures a fair and objective application of all personnel practices, including performance appraisals, discipline, training and development, promotions, terminations, ensuring compliance to company policy and applicable laws
Manages and directs the staff of the Lead Desk in accordance with company policies and budgeted parameters
Evaluates and manages methods of operation to increase productivity while decreasing operating expenses
Screen, select and make hiring decisions for department staffing
Document and process all absences, tardies and terminations. Writes and issues progressive counseling statements as warranted
Conducts team meetings to communicate new policy information and to reinforce existing policies and procedures
Liaison to Corporate Legal office regarding ADA issues and service
Prepares monthly reports regarding all Quarter Century Club, Americans with Disabilities, Extended Stay waitlists, and Marriott Executive Residences activity, communicates results to corporate offices and Accounting (for allocation purposes)
Handles escalated Americans with Disabilities Act (ADA) calls as needed. Communicates potential judicial situations to Corporate; also acts as a liaison regarding any compliance issues that are encountered by Corporate Legal and Engineering Departments
Ensures the Worldwide Reservations Network adheres to the proper booking procedures outlined for all ADA related requests. Keeps detailed documentation of reservation related issues/concerns as support for any necessary legal implications
Acts as a Manager on Duty on holidays
Assess Lead Desk Associates and coach to improve scores and service provided
Participates in the development and implementation of corrective action plans
Uses CentreVu, Intranet, and EWR to monitor call volume, occupancy, and trends. Authorizes overtime, downtime, PTO, and schedule changes as needed
Act as a liason between the Training Department and the Lead Desk to ensure consistency
May provide additional training and relays pertinent information to team members to ensure that budgeted goals are met
Participates and/or facilitates in departmental, cross functional, and projects/committees
Respond to associate issues/concerns via rap sessions and promotes Marriott’s open door policy and Guarantee of Fair Treatment
Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing
Deal with situations of a dynamic nature and modify plans, actions, and decisions in light of changing situations and circumstances
To be able to clearly and effectively express oneself through written means; to properly use such technical factors as grammar, punctuation, broad vocabulary, and correct spelling
To be able to prepare business letter, memorandums, and reports
Proven knowledge of MARSHA/MERLIN computer systems
Knowledge of Interaction Management and total Quality Management principles
Good judgment skills
Ability to facilitate meetings
Six months managing (i.e. issuing reviews, disciplinary actions or in a decision-making role) a staff. A staff is defined as overseeing one or more people or a minimum of 48 successfully completed college credit hours at an accredited college or university or certification in a related field. Must list college and number of credits if no degree has been achieved
Must not have received a written warning in the last six months
No more than three (3) occurrences/no more than 2 notifications currently on file
High school diploma or GED; no work experience required

Cognitive Agent Lead Resume Examples & Samples

Business / Functional Requirement Gathering
Excellent team- contact- and communication skills, open mindedness
High flexibility and engagement, ability to work under pressure and handle multiple projects/ deliverables at the same time
Ability to coordinate various functions and to consider cost aspects
Intercultural openness
Proactive own initiative and ability to assert oneself
Strong domain knowledge of & experience in operations managing reengineering, CSM, ITIL, Project Management
Demonstrated ability to drive change
Financial & business acumen
Experience / knowledge of AI is plus

Ticket Scanning Agent Lead Resume Examples & Samples

Monitor breaks and lunches for Scanner staff and set the standard for work ethic and guest service
Effectively demonstrate the ability to learn, understand and communicate well with the guest about multiple product types and can easily adapt to changing pricing and product offerings
Handle high volumes of customer interaction while delivering exceptional service; internal & external
Supervise and train all Scanners in exceptional guest safety and service
Maintain a safe working environment by adhering to safety policies and conducting regular safety meetings with staff
Coach employees with the help of the Supervisors and/or Manager
Ensure that staff adhere to uniform standards and are both professional and productive through their shift
Communicate and handle personnel issues and concerns with professionalism and confidentiality
Perform various administrative duties such as conducting inventory, daily reports and paperwork
Troubleshoot handheld scanners and programming
Understand all ticket and pass products and the benefits associated with each in order to provide the highest level of guest service
Enforce company policy in regards to theft of services while remaining discretionary in actions taken
Provide professional customer service regarding all aspects of Northstar Mountain

Continuous Improvement Lead Change Agent Resume Examples & Samples

Process Efficiency: Develop disciplined focus on end-to-end value streams to deliver what customers want by eliminating unnecessary work, bottlenecks, and avoidable waiting times
Performance Management: Actively monitor performance at the individual and team level to identify opportunities for improvements so the whole team can take responsibility for outcomes and solutions
Organization design and skills: Ensure that the work and the people are properly aligned, leveraging span of control, roles and responsibilities, as well as capability building
Organizational health: Develop a culture that works together in a collaborative way and aligns, executes, and renews itself faster than the competition
Customer and Agency Owner experience: Focus on the CI system to deliver a consistent and distinctive Customer and Agency Owner experience
Willingness to set goals and achieve results: Can set challenging goals for self, and is able to drive new paths to efficiently and effectively deliver results
Experience driving change: Open to change, persistent, can improve a process and drive impact despite challenges
Strong problem solver: Can structure, analyze, and synthesize findings, identify root causes, and develop pragmatic recommendations. Can develop a solution and solve problems both creatively and independently for medium complex assignments. Ability to use Excel and PowerPoint is a plus
Self-confidence and strong credibility: Is a leader within the organization with self-confidence and credibility
Provide input into the development of the CI processes, services, and solutions that support the strategic direction and have a long term impact on achieving business goals
Work with business unit to acquire data necessary for the CI diagnostic, draft communications, and support the development of key questions to probe clients for requirements. Use Excel/Access systems to analyze results to identify top opportunity areas, identify process improvements and develop specific actionable plans
Influence front line leadership and associates as to the need for change and ability to communicate how it will benefit the organization
Lead client conversations to ensure needs are identified, desired outcomes are understood, and consultants’ role is clear. Coach leaders and associates on implementation of CI concepts to support skill building
Encourage peers and partner with the CI Lead to problem solve, think differently and remove barriers
Bachelor’s Degree required – MBA is a plus
At least 5 years of team leadership experience preferred
Experience leading multiple Executive level Continuous Improvement deployment strategies
Expert in Change Management with experience leading large-scale organizational change efforts or large complex projects
Experience in training and coaching of frontline employees and leaders
Strong verbal and written communication skills as well as the ability to interact effectively and professionally with a wide variety of internal and external clients
Advanced Project Management skills - Experience successfully leading/facilitating/or participating in complex projects, involving ambiguity with input into the strategic planning experience
Expert presentation/facilitation skills with the ability and confidence to present complex data to executive level leaders
Advanced Microsoft Suite skills
Advanced process design and research skills
Strong problem solver: Can structure, analyze, and synthesize findings, identify root causes, and develop pragmatic recommendations. Can develop a solution and solve problems both creatively and independently
Ability to influence, identify mindset challenges, synthesize key messages, and communicate persuasively
Flexibility and adaptability to be productive while working in a fast paced environment with aggressive timelines
Ability to “connect the dots” across business units
Ability to develop solutions, leveraging internal and external services
Talent management - Staff planning and development
Intermediate in Organization Development and Organization Design
Advanced Internal Consulting - Develops collaborative consulting relationship that maximize the achievement of the business outcomes, client commitment and long term sustainability
Advanced in Strategic Thinking and strategic or long-range planning

Lead Agent Resume Examples & Samples

Maintain the general safety of customers, employees and the store
Perform monitoring and surveillance activities
Conduct external and internal investigations
Assess and assist in emergency situations
Reduce and control loss of inventory through audits, training and education
Experience in proven investigative, loss prevention and security procedures preferred
Strong decision making and problem-solving skills
Ability to communicate clearly and professionally with customers and coworkers
Computer proficiency, including use of monitoring and surveillance technologies
Ability to work a flexible schedule based on department and store needs
Must meet any local licensing requirements

Agent / Lead Agent Resume Examples & Samples

Computer knowledge (MS Word Excel / Word / PowerPoint)
Relevant knowledge in handling customer for specific industry
Familiar with customer’s ERP system such as Oracle / SAP (if applicable)

American Express Lead Generation Agent Resume Examples & Samples

Places outbound calls to small businesses after researching the company using a professional and consultative approach to learn about the business, their payment process, and current card use, total spend and how they could potentially use the reward points associated with the card
Promotes the charge card benefits, build long term and profitable customer relationships by understanding customers' needs
Offers information, insight and recommendations on the business program that would uniquely benefit the business company
Identifying and recognizing suitable clients for the American Express Business Program
Understands the Amex product and maintains a working knowledge of all pertinent products, services and completive card products
Keeps up to date and informed on competitive card products
Utilizes available tools and resources as designed to enhance navigation, and overall efficiency while on the call
Meets specific performance standards and quality targets
Successful Candidates will possess
Sales enthusiasm, a positive attitude, self-motivator, strong work ethic and attention to detail
Tenacity and persistence to ‘go the extra mile&#8217
Ability to meet personal, and team weekly, monthly and quarterly goals
Exceptional ability to immediately build credibility with client from ‘first touch&#8217
Customer centric, ability to effectively communicate with a diverse range of clientele, preferably with small businesses
Ability to apply good judgement based on customer’s needs
High energy, ability to communicate with clarity over the telephone
Ability to identify sales opportunities by confidently offering products and services to meet customer needs
At least 1-3 years in a customer service role; preferably face to face
1-3 years Part-Time or Full-Time Sales experience preferred but not mandatory

Tower Lead Agent Resume Examples & Samples

Research and record pertinent flight data and information regarding the daily operation
Acquire and maintain all hub controller positions; i.e. ramp control, gate control, ramp coordinator, connection coordinator, arrival radio / FLIFO input / times radio, and flight monitor
Gather and disseminate operational information to all areas
Plan and prepare for each complex to give direction to all areas of customer service
Follow through with the successful execution of planned and unplanned operations
Consider all relevant information to track, determine and accurately record flights and operational information
Provide answers and direction in a variety of situations to all areas of the operation and vendors
Initiate and execute plans to provide on-time departures, baggage performance reliability and excellent customer service
Emergency situation coordination and notification for medical, hazmat and security situation
Perform any other duties as needed by the operation or as directed by the hub Tower Manager
Conduct on-the-job-training on a regular basis
Minimum one year ramp or passenger service experience or equivalent
Detailed knowledge of all operational computer and communication programs
Excellent basic math skills
Understand and clearly communicate using the English language
Ability to work in fast-paced, high stress environment handling critical situations with accuracy and skill
Leadership capabilities including effective verbal, written and interpersonal skills
Proven ability to lead others to achieve business results
Ability to interact with numerous departments and levels of management
Ability to perform multiple tasks simultaneously and accurately

Agent / Lead Agent Resume Examples & Samples

Good typing speed and skill
Computer literate and able to handle email,excel and word applications
Good organization skills with eye for details
Possess initiative and able to work independently with minimal supervision

Agent / Lead Agent Resume Examples & Samples

Provide flight details promptly and give timely feedback to customers on freight status
Obtain rates approval from customer & raise F2F / BCR before shipment departs
Monitor shipment uplift and transit(s) to ensure timely arrival /delivery to consignee as well as highlight delay / offloading to shippers and destination offices whenever occurs
Ensure timely creation & updates for specific customers’ DLSOPs
Good understanding of customers’ profiles and handling requirements to ensure 100% compliance, 100% customer satisfaction all the time
Respond to customer complaints and enquiries promptly (sense of urgency) and provide possible suggestions / solutions or assist with recovery actions whenever possible
Build good business rapport with both external and internal customers
Prepare and submit reports timely whenever required
Take on additional tasks delegated by Department Supervisor/Manager
Computer literate and able to operate email
Good interpersonal, communication and problem-solving skills
Good written and spoken English

Lead Agent Resume Examples & Samples

Ensures leadership and management of frontline staff, in a manner consistent with the company's goals, values and objectives
Identifies opportunities to improve team and individual performance
Provides telephone and or ticket management support as required
Develops team, including on-the-job training, motivation and coaching to reinforce required skills
Coaches staff on performance management improvement
Completes quality evaluations and provides feedback
Delegates work responsibilities within the team to ensure targets are met
Assists Team leader in identifying and dealing with disciplinary matters in a timely and effective manner, where directed, as provided for within the HC policies and procedures
Works as Acting Team leader as required
Coordinate program level communications, assess overall communication processes, determine and recommend areas of improvement to the communications process
Responsible for coordination of front-end business process impact assessment on behalf of the centre and skill sets housed within
Assesses current process challenges and recommends solutions to program manager and the client for the betterment of the business and end user
Interacts with client regularly to understand process changes and provide feedback on initiatives implemented within their program
Coordinates evaluation of agent informational resources
Primary communications interface and point of contact between the client and all employees within the site supporting client's project

Lead Sampler Agent Resume Examples & Samples

Qualifies and books tours over the phone and sets up the sales presentation with guests
Follows outlined Company checklist and inputs data with speed and accuracy when qualifying and booking tours, maintaining a level of accuracy of at least 95% of input on all data entry tasks
Books tours seamlessly to ensure that all Sampler guests have a great booking experience
Books reservations for guests and provides superior customer service when explaining the process and addressing guest questions and/or issues
Communicates with guests to resolve any escalated questions or concerns
Updates guest information and notes in the system as required
Responsible to be well versed and educated with each Sampler package offered
Acquires and maintains a solid working knowledge of all resorts, Company products, and services as they relate to the Sampler and the company as a whole
Meets and/or exceeds established minimum target quotas, per week, for tour bookings and servicing of inbound and outbound calls
Reports, tracks, follows up, and logs all escalated issues within the 72-hour protocol
Responsible for all Sampler Point adjustments
Provides various reports as needed by management
Coaches, trains, mentors and motivates the Sampler Reservations Specialists to achieve daily books goals
Oversees and covers the floor ensuring that all calls in the queue are being answered
Assists management in driving staff to book where needed, to meet and/or exceed budget requirements through budget requirement awareness and understanding
Assists with training sessions, preparing the training materials and delivering training as needed and/or required
Offers suggestions for future training classes
Leads team in a positive manner and holds team accountable to standards of customer service and call volume servicing
Ensures compliance of timekeeping, including clocking in and out procedures and attendance
Embraces new programs, administers their success and maintains knowledge of all Company programs and systems
Adheres to Company and federal guidelines as they relate to the Do Not Call list
Trains new team members in all service expectations and operational functions
Operates general office machinery, (i.e., computer, copy machine, fax machine, 10-key)
A minimum (1) year of experience in the sampler sales and/or reservations field required
Maintains a typing proficiency at a rate of 35 words per minute
Must possess superb organizational skills and be able to administer multiple and concurrent tasks with speed and proficiency
Ability to consistently apply training received on computer programs including, but not limited to Atlas, On Base and Employee Self Service
Computer proficiency in Microsoft Word, Excel, Outlook, Outlook Express and Internet Explorer
Ability to interpret and create spreadsheets
Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes

Agent / Lead Agent Resume Examples & Samples

Creation / Updating of DLSOP
Screening of customer’s creditability before shipment
Screening of MK denial parties before shipment
Understanding of ratings in place before shipment
Prompt and updated replies on email queries required for a CS role
Co-ordinate and arrange customers’ shipment bookings and pick up requirements
Booking of space with carriers / co-loaders
Arrangement of shipment pick up with service providers
Planning of container loading / consolidation planning may be required
Coordination with CFS personals whenever required
Provide timely update on shipment status to customer
Correct and timely data entry into in-house systems
Compliance of OPS and Excel quality standards
Take up additional tasks as required to meet the Department’s needs
Submission of Bill of Lading by ensuring accurate data input of freight details timely to carriers/ coloaders based on shipping docs provided by customers
Ensure accurate data input and timely transmission of AMS/ACI, ISF and other destination regulated shipment
Ensure permit(s) are approve prior to shipment exportation
Timely and accurate shipment billing and settlement
Distribution of BL / permit copies / invoice copies to customer and destination offices on time
Following up on payment status for COD / prepaid shipments customers
Monitoring of Free Domicile shipments
Monitoring KPI standards
Monitoring Stat1 report daily
Daily payment submission to Accounts
Day-to-day shipment and documentation co-ordination including correspondence with CS & destination offices on billing / any other shipment related dispute against DLSOP
Prepare weekly/monthly shipments or invoicing report for customers

Lead Agent Resume Examples & Samples

Assist team members with escalation calls and questions
Open to all Full time employees currently working within the department
All applicants meeting the initial mandatory/ overall job performance requirements and are selected by management, must then complete an assessment process to include: Job knowledge test, interpersonal communication skills assessment and an interview
No disciplinary warnings on attendance issued within the last three (3) months to present
No warnings for rudeness/unprofessionalism or customer complaints within the last twelve (12) months
No other warnings issued within the last twelve (12) months
Must be willing/ able to lead by example by having exemplary performance, a positive attitude and a strong desire to contribute to the overall positive morale of the Customer Care Team as it impacts both Internal and External customers
Must remain in this position for six (6) months
Position requires a min. 3 month performance probationary period to begin on position start date. Must not be on extended new-hire probation
Must have no more than one (1) unacceptable monitor/performance evaluations during the most recent six (6) months
All employees’ files will be reviewed and approved by management for acceptable performance and attendance before final acceptance of their application. (Customer Care Employees: See Hertz Help for Job Posting Performance Guidelines)
Confidentiality, excellent attendance, excellent job performance, team player, and professional behavior are essential. All records will be reviewed for any discussions regarding these issues
Seniority will not be a prime consideration for this position
Employees selected for position will not be allowed to serve on other pools or assignments unless given exception by Management
Contribute to Hertz Improvement Process (HIP) by thinking creatively to discover new and more efficient ways to run our business and deliver the right products and services to our customers faster and at a lower cost
Prior telephone and customer service experience is required
Hertz Domestic Reservations Experience preferred
Knowledge of the Hertz reservation and rental process required
Working knowledge of PC Excalibur is mandatory. Knowledge of the following systems is also helpful: GAR, STARS, ASAP (Web & Legacy), CARRENT, CARISMA, SALES SYSTEMS, FREQUENT TRAVELER, CRM, INTRANET, GLOBAL MARKETING, TANDEM, FILENET, HBIC HOLD, and QUICKPLACE
Type 25 wpm
Ability to maintain confidentiality of PID information: Background Check Required

Cognitive Agent Lead Resume Examples & Samples

Identify stakeholders and document requirements for product
Product research and analysis
Work with innovation labs on available / future products
Create objective analysis methodologies
Project Management / Implementation
Create and manage Project plan
Liaise with senior stakeholders of multiple business lines
Run Senior Management Steering Committee
Manage user expectations and implementation over 18 month period
Create and manage business case
Manage budget for Operations / Process Improvement
Define end state support model, including process flows, within ITIL framework
Define process flows
Continuously look for opportunities to improve the support through business engagements and customer reviews
10-15 years of overall technology experience
Process Engineering and Change
Demonstrated ability to drive change, in both technology and culture
Experience / knowledge of Conversational AI based Chat Bots is plus

Ocean Lead Agent Resume Examples & Samples

Logging files
Receive and update shipment status in a timely manner; issue shipment alerts
Track and trace ocean shipments
Dispatch shipments
Import Document Compliance
Prepare ocean quotes for customers and sales staff
Complete shipment accoutning timely and accurately
Rate Filing
Provide customer service to specific accounts
Coordinate with our contracted vendors in procuring space and services
Overseas communications, timely responses to emails and requests (internal and external)
Attend training classes and accumulate required number of training hours
Monitor Key perfomance indicators set to help provide exceptional customer service
Work with the Ocean Import Manager to ensure that the department meets its financial and productivity goals
Thorough understanding of ocean shipment documentation process a plus
Operations/Industry knowledge preferred but not required
Effective interpersonal skills, including proven abilities to listen, comprehend,

Lead Agent Resume Examples & Samples

Supervises flight/passenger handling activities at ICN Airport to ensure that all functions are completed in accordance with American Airlines standards and procedures. Lead and supervise the various contractors’ teams and agents
Monitors and ensures screening and searches of all passengers, baggage, cargo and aircraft cabin is conducted in compliance with the measures set forth in AOSSP, ISP and TSA Security Directives, and local government security regulations
Implements TSA Security Directives and Int’l Security Program procedures
Ensures unauthorized access to air carrier facilities and airplanes are prevented
Trains and supervises contracted security personnel who perform aircraft cabin search in the aircraft. Periodically monitors and trains catering search agents at the catering facility
Adapts and executes various leadership and “hands on” functions as the operational needs deem appropriate
Disseminates new procedures/rules and provide technical leadership to airport agents as appropriate. Provides reliable technical and procedural support to airport agents through adhoc employee enquiries, regular employee meetings and any applicable training sessions. Takes charge of overseeing required trainings for contract agents and ensures trainings are completed on time without failure
Co-ordinates and assigns airport agents/contractor agents responsibilities in event of flight irregularities or Off-Schedule Operations (OSO). Makes timely decisions, gives clear guidance, and coordinates the entire operations to minimize impact. Communicates across various departments including SOC, BRO, IRM and CAAC to ensure that every flight or customer related irregularity is addressed timely and handled appropriately
Takes charge of inventory or backlog control of appropriate operational items
Produces or completes ad hoc reports requested by the General Manager or his deputy
Constantly reviews operational procedures, identifies areas of improvement, and proactively presents recommendations to the General Manager
Monitors the performance of airport/contractors’ agents. Escalates agent performance issues to the General Manager in a timely fashion if assistance is required for addressing the issue
Must successfully completed all required trainings including but not limited to cross-functional trainings such as ISC, LSA, bag, etc. as well as all recurrence trainings as the Company deems required or appropriate
Commits to job roles as assigned on the shift roster or tasks assigned by the General Manager or the Company. For example, a lead agent can be a bag handling agent, a gate agent, a premium customer service agent, a check-in agent, an ISC or a LSA at any given time as required by the operation
Excellent written and verbal communication skills in English and local language
Comprehensive knowledge and understanding of AOSSP, ISP, TSA Security Directives and local government regulations
Good relationship with contractors, passengers, airport authorities and police
Able to work under pressure and adaptable to changes
Requires high flexibility and willingness to work in a shift environment
Grasps excellent knowledge of all Passenger Services functions
Must demonstrate strong interpersonal as well as leadership skills
Communicates effectively with all levels of external and internal customers
Has strong computer skills including a solid knowledge of Microsoft Office functionality
Demonstrates sound judgment and decision-making ability
Demonstrates organizational ability and is capable of handling multiple tasks simultaneously
Self motivated, and possesses a positive and proactive attitude
Must be a team player with strong commitment to customer services as well as to the highest degree of business ethics

Lead Generation Agent Resume Examples & Samples

Outbound cold calling to KONE service prospects while multi-tasking, collecting contact and equipment information while on the phone with prospects. It is the agent’s responsibility to maintain several campaigns at one time and to effectively communicate the status of the campaigns
Manage excel form effectively to track data collected. Ensure the data is accurately being recorded in the form and there are no errors
Use template and coordinate with Salesforce.com Support Team to upload leads into the CRM system. It is also the agent’s responsibility to check the data quality of these leads
Assist with data entry in and reporting from SFDC for lead generation activities
Attend regular meetings with manager and other employees to provide feedback on the campaigns
Contact sales people as directed for gathering and/or sharing additional information
As assigned, must be able to research phone numbers and contact information in various systems as assigned, follow-up with sales people via telephone or e-mail regarding status of lead
The person needs to be comfortable spending most of his/her time making phone calls to prospects with little or no background information
She/He needs to be sales minded and be able to speak clearly and understandably over the phone
This person needs to have basic computer skills
Must have the ability to enter information into a computer while talking on the telephone
Ability to solve practical problems and deal with a variety of concrete variables in situations where limited standardization exists
This person must be able to communicate to his/her management any issues or questions

Lead Personal Agent Resume Examples & Samples

Directly supervises 6 full-time Personal Agent/Case Managers (PAs)
Runs monthly small-group supervision meetings with all supervisees
Conducts monthly 1:1 meetings with supervisees to review and support performance
Reviews and provides feedback on a sample of supervisees’ billable progress notes each month
Acts as hiring manager for new PA staff on a rotating basis
Creates, maintains, and administers PA training for new hires
Identifies, develops and administers regular training to Brokerage staff
Supports supervisees in problem solving for individuals served
Provides direct support for PAs experiencing temporary workload overflow
Creates and administers Corrective Action Plans for employees supervised, as needed
Heads the involuntary termination of employees supervised, as needed
Reviews all ISPs generated by supervisees for content and for customer/authorized designee signature, refers for correction as necessary
Reviews all Service Agreements generated by supervisees for content and required signatures
Reviews Adult Needs Assessments completed by PA supervisees for accurate scoring, appropriate comments, etc
Completes quality assurance activities to monitor PA performance and to identify training needs
Coordinates appropriate Protective Services responses with PAs
Reviews and helps to complete Crisis Entry Summary form and other Crisis documents for all supervisees; provides process support and oversight to PAs
Reviews and submits Exception Requests to the ODDS Exceptions Committee, coordinates on additional information requests
Attends weekly Brokerage Leadership Team meetings
Supports Director position as back-up during vacation and extended leave (reviews and implements policy, reviews and processes Incident Reports, oversees protective services matters, coordinates new enrollments, facilitate exits, etc.)
Shares time as in-office go-to with fellow Lead PAs, Director, and Resource Coordinator
Is available as needed to field complaints and information requests from customers, providers, and family members
Helps as a member of the Brokerage Management Team to implement systemic changes to policy and practice
Attends monthly meetings between Brokerages and CDDPs to improve collaboration, solve problems, raise issues, etc
Participates in Brokerage Advisory Group meetings bi-monthly
Participates in community workgroups for the enrichment of the larger Brokerage customer community (may be time-limited or routine)
An undergraduate degree in a human services field and at least 3 years of case management experience
Brokerage knowledge and knowledge of the public service system for developmental disability services in Oregon required