Adrian Haughton
Winter Garden
Summary
Dynamic professional with a proven track record at American Express, where I leveraged exceptional attention to detail and strong communication skills to tailor and deliver unique luxury experiences. Excelled in high-stakes environments, from managing emergency dispatch operations to enhancing VIP guest relations, showcasing expert problem-solving and unparalleled customer service.
Overview
17
17
years of professional experience
Work History
CENTURION LIFESTYLE SPECIALIST AND CONCIERGE
American Express
11.2022 - 12.2024
- Collaborated with high value Premium Card Members as needed to understand their needs and tailor unique solutions and experiences for each customer, reinforcing the benefits of card membership, providing relevant product offers that deepen customer engagement, and result in a true value for Card Members.
- Gained extensive knowledge of premium lifestyle industry, world geography, and the luxury travel and lifestyle space including luxury brands, highest rated restaurants and lifestyle trends such as theatre, concerts, and sporting events.
- Leveraged strong communication skills to build relationships with clients.
- Coordinated with cross-functional teams on projects and initiatives.
- Always provided exceptional customer service to exceed the expectations of the most discerning clients.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
911 COMMUNICATIONS SUPERVISOR
City of Orlando, Fire Department
01.2008 - 11.2022
- Managed daily operations of the dispatch center, including staffing, scheduling, and training.
- Maintained an up-to-date knowledge of local ordinances related to emergency services.
- Answered 9-1-1 emergency and non-emergency calls for fire department and emergency medical assistance.
- Provided life-saving instructions to callers until responders arrived (this includes providing over-the-phone instructions on CPR, choking rescue and childbirth, along with ensuring caller safety during fire, HAZMAT, and other dangerous incidents).
- Monitored call-takers and radio dispatchers for compliance with call-taking and dispatching policies and procedures.
- Accurately monitored/deployed responders to the correct location, equipped with the information they needed to handle the emergency.
- Supported the needs of responders throughout emergency incidents; assisted incident commanders with managing and tracking resources, mobilizing logistical needs, and ensuring personnel accountability and safety.
- Cultivated strong working relationships with external agencies such as local hospitals, utilities providers, and transportation services for seamless coordination during emergencies.
Education
High School Diploma -
Camden County High School
Kingsland, GA01-1996
Skills
- Documentation Management
- Excellent Reading, Writing and Oral Proficiency
- Premium customer service
- Expert Problem Solving
- Exceptional Attention to Detail
- Strong Communication and Interpersonal Skills
Timeline
CENTURION LIFESTYLE SPECIALIST AND CONCIERGE
American Express
11.2022 - 12.2024
911 COMMUNICATIONS SUPERVISOR
City of Orlando, Fire Department
01.2008 - 11.2022
High School Diploma -
Camden County High School