Diana Goceva

• Supervised the daily operations of the cargo team, ensuring all export flights were processed in line with designated service level agreements.
• Created and managed office rosters in line with the Enterprise Bargaining Agreement (EBA) and monitored staff time and attendance to ensure shifts were fully staffed to meet operational needs.
• Ensured adherence to airline, customs, quarantine, and government procedures and regulations in all operations.
• Managed disciplinary actions for staff policy violations, ensuring a positive and respectful work environment.
• Conducted staff appraisals, offering feedback and developing improvement plans.
• Investigated operational incidents and security issues by reviewing CCTV footage and preparing detailed reports.

Flight Clerk

• Prepared airway bills and other required documentation, by recording information such as cargo weight and dimensions.
• Demonstrated strong attention to detail and knowledge of regulatory requirements for air cargo operations.
• Effectively reported to supervisors and managers, adhering to established protocols and procedures
• Trained new starters as a flight clerk, providing guidance on cargo operations, regulations and procedures resulting in efficient and safe cargo operations
• Ensured accurate completion of aircraft Deadload and NOTOC, AVI checks and Dangerous Goods documentation.
• Investigated and reported discrepancies between airline systems and physical stock, ensuring timely reconciliation with the carrier.

Customer Service Agent

• Answered inbound calls and emails to facilitate customer service.
• Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
• Expertly captured data, resulting in efficient and accurate record keeping.
• Processed payments and resolved invoice queries to maintain accurate financial records and customer satisfaction.

• Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
• Processed credit card, EBT and gift certificate payments in electronic computer systems.
• Counted and balanced cashier drawers.
• Kept check-out areas clean, organised and well-stocked to maintain attractive store.
• Processed returned merchandise by strictly following store return and exchange procedures.
• Checked identification for proof-of-age and refusing tobacco sales to underage customers