Kayla Merrill
Conway
Summary
Dynamic and results-driven professional with extensive experience at Unifi Aviation, excelling in ramp service and baggage management. Proven ability to enhance workflow efficiency and ensure safety compliance. Strong problem-solving skills and a commitment to teamwork have consistently improved operational outcomes in high-pressure environments.
Overview
12
12
years of professional experience
Work History
Ramp Agent
Unifi Aviation
Myrtle Beach, SC
05.2025 - Current
- Operated ground support equipment to facilitate efficient aircraft loading and unloading.
- Conducted safety inspections on equipment to ensure compliance with operational standards.
- Coordinated baggage handling processes to minimize delays during peak travel times.
- Collaborated with team members to streamline ramp operations and enhance workflow efficiency.
- Assisted in training new staff on safety protocols and standard operating procedures.
- Communicated effectively with flight crews regarding loading requirements and aircraft readiness.
- 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 Number daily flights.
- Conducted marshaling activities skillfully, guiding pilots safely towards their designated parking positions on the ramp area.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Connected electrical power unit and hoses to aircraft.
- Deiced aircraft before takeoff for safety during inclement weather.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Operated equipment while observing standard safety procedures.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
Veterinary Receptionist/ Assistant
Banfield Pet Hospital
Wilmington, NC
04.2022 - 05.2025
- Managed appointment scheduling for optimal client flow and service delivery.
- Provided exceptional customer service, addressing client inquiries and concerns effectively.
- Coordinated patient check-ins and check-outs, ensuring a smooth process for clients and pets.
- Maintained accurate medical records using veterinary software systems to support clinical staff.
- Educated pet owners on preventive care services and treatment options during consultations.
- Trained new reception staff on operational procedures and customer service standards.
- Managed multi-line phone system and pleasantly greeted patients.
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Maintained office and waiting room, keeping common areas clean and tidy.
- Assisted veterinarians in providing timely care to patients through effective communication and coordination of services.
- Reduced wait times for clients by promptly checking in patients upon arrival at the clinic.
- Assisted in training new staff members on reception procedures and software systems, contributing to overall team success.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Entered data from pet records and office visits into computer system.
- Maximized appointment availability by effectively coordinating schedules between multiple veterinarians and clients.
- Contributed to positive work environment through excellent teamwork and collaboration with staff members.
- Enhanced client satisfaction by efficiently scheduling appointments and managing patient records.
Shift Supervisor
Starbucks
Wilmington, NC
01.2019 - 04.2023
- Supervised daily operations to ensure adherence to quality and service standards.
- Trained and mentored new team members on product knowledge and customer service techniques.
- Coordinated inventory management to maintain optimal stock levels and reduce waste.
- Implemented process improvements that enhanced efficiency and reduced service times.
- Resolved customer complaints promptly to maintain high satisfaction levels and loyalty.
- Monitored performance metrics to identify areas for improvement within the team.
- Led shift meetings to communicate goals, updates, and reinforce company policies.
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Helped store management meet standards of service and quality in daily operations.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Enforced company policies and regulations with employees.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
Kitchen Worker
Friendly Market
Morehead City, NC
01.2014 - 01.2019
- Prepared food items following safety and sanitation standards.
- Operated kitchen equipment, ensuring proper functionality and cleanliness.
- Assisted team members in food preparation and cooking processes.
- Maintained inventory levels, restocking supplies as needed for efficiency.
- Collaborated with staff to optimize kitchen workflow and minimize wait times.
- Monitored food quality, ensuring adherence to health regulations and customer expectations.
- Trained new employees on kitchen procedures and safety protocols.
- Implemented process improvements to enhance overall kitchen operations and productivity.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
Education
Associate of Arts - Music Education
Craven Community College
New Bern, NC05-2016
GED -
East Carteret High School
Beaufort, NC06-2014
Skills
- Problem-solving
- Loading and unloading
- Ramp service
- Aircraft marshalling
- Heavy lifting
- Baggage handling
- Safety procedures compliance
- Aircraft tug operation
- Safety procedures
- Customer service
- Marshaling aircraft
- Ramp security
- Team leadership
- Crew assistance
- Pushback and towing
- Baggage management
- Load planning
- Vehicle operation
- Baggage tag checks
- Flexible schedule
- Dependable and responsible
- Ground support services
- Load planning communication
- Security awareness
- Cargo handling
- Airfield safety regulations
- Aviation regulations
- Weight/balance loading
- Workload management
- Cargo equipment operation
- Quality control
- Inclement weather tolerance
- Ground support equipment operation
- Hazardous materials handling
- Passenger assistance
- Ramp checklist completion
- Aircraft restocking
- Equipment inspection
- Aircraft safety checks
- Special needs travelers
- Baggage service collaboration
- Corporate policies
- Aviation and transportation
- Adherence to policies
- Aircraft sanitation
- New agent training
- Weight and balance determination
- Deicing of aircraft
- FAA regulations
- Aircraft servicing
- Inventory management
- FAA compliance
- Ground support
- Willing to learn
- Critical thinking
- Team collaboration
- Attention to detail
- Stacking and staging
- Microsoft office
Timeline
Ramp Agent
Unifi Aviation
05.2025 - Current
Veterinary Receptionist/ Assistant
Banfield Pet Hospital
04.2022 - 05.2025
Shift Supervisor
Starbucks
01.2019 - 04.2023
Kitchen Worker
Friendly Market
01.2014 - 01.2019
Associate of Arts - Music Education
Craven Community College
GED -
East Carteret High School