BRIAN BOURNE
Ocoee
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Focused individual whom brings diverse management skills and extensive background in wide range of customer service and sales operations. Uses independent decision-making skills and sound judgment to positively impact company success. Forward-thinking in addressing and resolving concerns, optimizing policies and engaging with customers to promote loyalty and drive sales.
Overview
11
11
years of professional experience
Work History
Studio Manager
One Stop Production Studios
06.2018 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed internal operational standards and productivity targets.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong relationships with clients through regular communication and personalized service for increased loyalty.
Customer Service Ramp Agent
Delta Airlines
03.2019 - 04.2022
- Operated baggage software and devices to ensure baggage/cargo are routed correctly to passengers’ destination
- Safely loaded and unloaded transport items to and from aircraft to ensure customer’s items remain undamaged
- Held liable for on-time connections by guiding incoming and departing aircraft from the gate position, so client’s can arrive to their location on time.
- Enhanced operational efficiency by conducting thorough pre-flight checks on aircraft for safe takeoffs and landings.
- Improved customer satisfaction with prompt handling of passenger inquiries and concerns related to baggage and boarding procedures.
Owner Operator
Bourne&co Trucking LLC
03.2015 - 02.2019
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Managed day-to-day operations of consulting business.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
City Carrier Assistant
United States Postal Service
02.2013 - 02.2015
- Hand delivered and collected mail under varying weather and road conditions; called team leader with pertinent updates
- Maintained professional and considerate public relations with peers and clients
- Communicated postal information and updates to customers in a pleasant manner.
Education
Certificate - Recording Arts Technology
Florida Institute of Recording, Sound And Technology, Inc.
Orlando, FL06.2013
Certificate of Completion - Automotive Technology
Universal Technical Institute
Orlando, FL01.2011
Skills
- Collaborative, team player
- Excellent communicator, patient
- Performance Management
- Self-motivated, multi-tasked
- Punctual with great time management skills
- Friendly, people person
- Broad range of technology skills
- Customer Service Management
- Complaint Resolution
- Call Management
- Appointment Scheduling
Timeline
Customer Service Ramp Agent
Delta Airlines
03.2019 - 04.2022
Studio Manager
One Stop Production Studios
06.2018 - Current
Owner Operator
Bourne&co Trucking LLC
03.2015 - 02.2019
City Carrier Assistant
United States Postal Service
02.2013 - 02.2015
Certificate - Recording Arts Technology
Florida Institute of Recording, Sound And Technology, Inc.
Certificate of Completion - Automotive Technology
Universal Technical Institute
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