Brian Steele
Orlando,FL
Summary
Ohio University alumnus with a proven track record in delivering exceptional customer care, ensuring smooth operation of emergency response situations while remaining cool under pressure. Skilled in effective communication and resource management between diverse teams, both domestically and internationally. Solution focused and committed to promoting efficiency and reaching resolutions in fast-paced environments. Seeking a full-time position to serve and protect my community that offers professional challenges while utilizing my strengths in effective communication and problem solving.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Flight Attendant
United Airlines
03.2019 - Current
- Provided safety and customer satisfaction standards exceeding FAA and CORE4 requirements
- Promoted multiple incentives for United Airlines current and potential passengers with mileage plus awards
- Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
- Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
Associate Mortgage Specialist
Guaranteed Rate
04.2018 - 03.2019
- Creatively solved business problems while specializing in organizational development, marketing and production management with track record of meeting revenue and profit goals.
- Developed new business and increased sales through targeted market penetration, extensive training, business partnerships and customer relationships.
- Fielded customer complaints and provided solutions.
- Managed over 100 phone calls per day increasing sales.
Account Coordinator
C.H. Robinson Worldwide
01.2017 - 04.2018
- Liaised with internal teams to facilitate proper previous and post-sales service.
- Asked appropriate open-ended questions to discover customers' needs and requirements.
- Produced revenue and expense projections and enrollment results for internal and external distribution.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinated meetings, calls, and demos for 15-person account management team.
Lead Account Manager / Jr. Banker
Congressional Bank
01.2016 - 01.2017
- Generate cold calls into 100 plus potential leads with exceptional customer service per week.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities
- Achieved or exceeded company-defined sales quotas.
Mortgage Loan Officer Assistant
Quicken Loans
01.2015 - 01.2016
- Initiated 300 plus potential mortgage clients daily , maintaining accuracy and prioritizing urgent cases.
- Set up files using loan officer checklist and submitted on-time for processing.
- Continuously expanded knowledge of various mortgage products and lending guidelines to provide clients with best possible solutions for their needs.
- Increased client satisfaction by providing exceptional customer service throughout loan process.
Youth Specialist
Bellefaire JCB
08.2014 - 01.2015
- Planned and executed activities to promote skill and talent development.
- Facilitated 7 group sessions and provided one-on-one support.
- Collaborated with other social service agencies to refer youths for additional support services as needed, ensuring holistic care for each individual''s needs.
- Maintained safety and security of youth classes under care.
- Provided crisis intervention services when necessary, connecting youths with appropriate resources to assist them during difficult times.
- Developed individualized plans for at-risk youth, resulting in increased self-esteem and improved behavior patterns.
Student Intern
City of Cleveland, Collection Agency
01.2010 - 08.2014
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
- Gained operational knowledge and supported departmental needs.
- Helped with administrative support by managing over 20 incoming calls, coordinating over 100 files and sorting hundreds of mail daily.
- Developed time-management skills through balancing multiple assignments while consistently meeting deadlines during the internship period.
- Enhanced internship experience by actively participating in team meetings and contributing valuable ideas.
Conference Assistant
Ohio University Event Services
01.2013 - 05.2014
- Oversaw 25 conference rooms, directed visitors, managed reservation system, answered questions and coordinated with vendors.
- Facilitated communication between teams handling catering, audio visual and room setup.
- Managed administrative logistics of events planning, event booking and event promotions.
- Evaluated existing plans, processes and events planning services to identify opportunities for improvement
Education
Bachelors of Fine Arts - Theater
Ohio University
Athens, OH05.2014
Skills
- Problem Solving
- Leadership Effectiveness
- Speech Clarity
- Verbal and Written Communication
- Customer rapport
- Physical fitness
- Self-Assurance
- Integrity and honesty
Accomplishments
- Provided exceptional service to travelers and ensured that issues were resolved quickly, resulting in an above-average performance rating.
- Developed the meaning of teamwork through bond and brotherly principles while working together to bettering our communities through tenacity and leadership
- Developed and created overall budgets for activities, events, and major functions throughout the year
- TEFL CERTIFIED:
Strengths
- Belief - Uphold strong values, integrity, and ethical standards, ensuring fair and consistent decision-making in service to the community.
- Futuristic - Anticipate long-term outcomes and proactively develop strategies for crime prevention, safety, and community trust.
- Individualization - Adapt communication and approach to effectively serve diverse communities and build positive relationships.
- Learner - Quickly grasp new procedures, technologies, and laws; continuously seek opportunities to improve skills and performance.
- Self Assurance - Remain calm, decisive, and confident under pressure, inspiring trust while making sound judgments in critical situations.
Affiliations
Ohio University Black Excellence Member/Recipient 2013 – Present
Betsy Scholarship Recipient 2012
Alpha Lambda Delta Honor Society Member 2010 – Present
Euclid Scholars Member/Recipient 2009 - Present
PROFESSIONAL DEVELOPMENT:
Kappa Alpha Psi Fraternity Inc. Athens, OH
Active Member/Project Manager 2012-Present
Certification
- International Flight Attendant FAA United Airlines
- Certified TEFL Teacher, English First
- FL Real Estate Licensed Agent
Accomplishments
- Studied multiple behaviors and learning patters to create a safe environment digitally in the classroom
- Learned to created develop environmental skills of all ages to increase their confidence in learning ability
- Prepare and sharpen adult students to write professional letters, essays, mission statements, and business plans for their career fields
- Recently achieved my license as a Real Estate professional in the state of Florida
Timeline
Flight Attendant
United Airlines
03.2019 - Current
Associate Mortgage Specialist
Guaranteed Rate
04.2018 - 03.2019
Account Coordinator
C.H. Robinson Worldwide
01.2017 - 04.2018
Lead Account Manager / Jr. Banker
Congressional Bank
01.2016 - 01.2017
Mortgage Loan Officer Assistant
Quicken Loans
01.2015 - 01.2016
Youth Specialist
Bellefaire JCB
08.2014 - 01.2015
Conference Assistant
Ohio University Event Services
01.2013 - 05.2014
Student Intern
City of Cleveland, Collection Agency
01.2010 - 08.2014
Bachelors of Fine Arts - Theater
Ohio University
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