BRYANT BAKER
Celina,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
21
21
years of professional experience
Work History
Flight Attendant
United Airlines
10.2024 - Current
- Provided customers with safety information to ensure onboard safety compliance with government and company regulations.
- Provided leadership, direction, and assistance during an emergency, including aircraft evacuation, administering first aid to ill or incapacitated Customers, and unusual incidents (bomb threats, hijackings, delayed flights, severe weather conditions, turbulent flights, etc.)
- Assisted customers with carryon items.
- Served beverages and snacks to customers, collected appropriate payments for alcoholic beverages and accounted for such receipts.
- Worked in environments that were subject to varying climate conditions, air turbulence, changing locations, variable hours and working conditions, dry air, noise levels from engines and other ground equipment, dim lighting, confined spaces, and continuous and frequent contact with others.
- Worked under hazardous conditions handling emergencies.
- Worked in aircraft aisles and galleys, standing, reaching (extending in front of body and above head), walking, kneeling, and stooping for periods of long duration, and sitting for take-off and landing.
- Worked independently without constant supervision and observation.
- Read and interpreted service and emergency instructions and communicated information to Customers and Crew
- Operated mechanical equipment and safety equipment to including stairs, oxygen systems, aircraft doors (pushing and pulling), evacuation slides, fire extinguishers, life rafts, galley equipment, communication equipment, and lighting systems
- Wrote detailed reports pertaining to flight incidents
Customer Relations
Raising Cane's
10.2023 - 10.2024
- Managed customer contacts via web form, phone, or email which included general inquiries, restaurant experiences, technical issues and recovery solutions
- Routed calls and incidents to the appropriate departments
- Monitored and engaged with customer communication via all social media channels and escalated when necessary
- Assisted with training new representatives in the department
Customer Service Representative
OptumRx (UnitedHealth Group)
11.2022 - 06.2023
- Ensured compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
- Maintained knowledge of information/process changes due to healthcare reform, referring to applicable requirements
- Assisted pharmacist calling in for rejected prescription claims, place overrides
- Provided benefit accumulators, deductibles, max-out-of-pocket, copay amounts for prescriptions, out-of-pocket cost
- Assisted members calling in to refill prescriptions through home delivery
- Made outbound calls to resolve member's questions/issues (e.g., to members, doctor offices, pharmacies)
- Drove resolution of caller questions/issues on the first call whenever possible
- Ensured proper documentation of member's questions/issues on their account
Flight Attendant
JetBlue Airways
08.2016 - 11.2021
- Provided customers with safety information to ensure onboard safety compliance with government and company regulations.
- Provided leadership, direction, and assistance during an emergency, including aircraft evacuation, administering first aid to ill or incapacitated Customers, and unusual incidents (bomb threats, hijackings, delayed flights, severe weather conditions, turbulent flights, etc.)
- Assisted customers with carryon items.
- Served beverages and snacks to customers, collected appropriate payments for alcoholic beverages and accounted for such receipts.
- Worked in environments that were subject to varying climate conditions, air turbulence, changing locations, variable hours and working conditions, dry air, noise levels from engines and other ground equipment, dim lighting, confined spaces, and continuous and frequent contact with others.
- Worked under hazardous conditions handling emergencies.
- Worked in aircraft aisles and galleys, standing, reaching (extending in front of body and above head), walking, kneeling, and stooping for periods of long duration, and sitting for take-off and landing.
- Worked independently without constant supervision and observation.
- Read and interpreted service and emergency instructions and communicated information to Customers and Crew
- Operated mechanical equipment and safety equipment to including stairs, oxygen systems, aircraft doors (pushing and pulling), evacuation slides, fire extinguishers, life rafts, galley equipment, communication equipment, and lighting systems
- Wrote detailed reports pertaining to flight incidents
Flight Attendant
Horizon Air
07.2014 - 06.2016
- Provided customers with safety information to ensure onboard safety compliance with government and company regulations.
- Provided leadership, direction, and assistance during an emergency, including aircraft evacuation, administering first aid to ill or incapacitated Customers, and unusual incidents (bomb threats, hijackings, delayed flights, severe weather conditions, turbulent flights, etc.)
- Assisted customers with carryon items.
- Served beverages and snacks to customers, collected appropriate payments for alcoholic beverages and accounted for such receipts.
- Worked in environments that were subject to varying climate conditions, air turbulence, changing locations, variable hours and working conditions, dry air, noise levels from engines and other ground equipment, dim lighting, confined spaces, and continuous and frequent contact with others.
- Worked under hazardous conditions handling emergencies.
- Worked in aircraft aisles and galleys, standing, reaching (extending in front of body and above head), walking, kneeling, and stooping for periods of long duration, and sitting for take-off and landing.
- Worked independently without constant supervision and observation.
- Read and interpreted service and emergency instructions and communicated information to Customers and Crew
- Operated mechanical equipment and safety equipment to including stairs, oxygen systems, aircraft doors (pushing and pulling), evacuation slides, fire extinguishers, life rafts, galley equipment, communication equipment, and lighting systems
- Wrote detailed reports pertaining to flight incidents
Reservation Representative
American Airlines
04.2013 - 06.2014
- Assisted passengers who are calling in to book a new reservation
- Quote air fare, travel dates, taxes/air carrier-imposed charges, and air carrier flight is operated by
- Assisted with any changes or cancellations to a existing reservations
- Refunded any amounts back to the form of payment or advice passenger of voucher being issued
Response Agent
Agero
11.2011 - 06.2012
- Assisted customers with route guidance to addresses, point of interests, or businesses provided to
- Enrolled customers into services
- Assisted customers who needed assistance after being in a car accident, needed medical assistance while driving, or roadside assistance.
- Updated customers' accounts per request of customer
- Processed mailed in payments onto customers' accounts
- Assisted customers with all related questions about their account or the services provided
Key Holder
American Eagle Outfitters
09.2008 - 06.2011
- Authorized to open and close the store
- Responsible for making bank deposits
- Established store/individual sales goals, communicated goals and monitored achievements of goals
- Informed sales associates, stock associates, and cashiers of their daily assignments as outlined by the Store Manager
- Attained established sales goals set by Store Manager
- Upheld loss prevention standards in Store Managers absence
- Replenished, sized and folded merchandise throughout shift
- Rang up sales transactions
Customer Service Agent
Southwest Airlines
02.2008 - 06.2008
- Handled any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations and resolving related complaints and problems
- Responsible for greeting and handling Customers in a polite and friendly manner.
- Handled cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets.
- Checked in baggage and Cargo. Answered telephone to provide information to callers, paged customers, resolved problems or complaints and assisted as needed. Handled transactions required to board the aircraft in a timely and efficient manner
- Dealt with mishandled customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage.
- Resolved such problems quickly and within guidelines established by the company
- Provided current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal
- Completed forms and reports as required by the Company
- Wrote irregularity and complaint reports as required
Guest Service Associate
Toys R Us
05.2005 - 11.2007
- Processed product returns and manage the front end of the store.
- Supervised of cashiers and delegate daily job responsibilities
- Provided training to new store associates
- Audited registers and processed store closing procedures.
- Resolved guest issues by providing quality customer service
- Stayed constant in learning everything new and stayed up to date in product knowledge studies.
- Ensured all transactions are accounted for through the proper handling of all cash, receipts, and reports
- Returned merchandise to its proper location on the sales floor as designated by aisle layouts.
Education
High School Diploma -
Little Elm High School
Little Elm, Texas06-2006
Skills
- Customer service
- Professional telephone demeanor
- Attention to detail
- Call center experience
- Complaint handling
- Complaint resolution
- Payment processing
- Team collaboration
- Time management
- Detail-oriented
- Team leadership
- Customer relations
Timeline
Flight Attendant
United Airlines
10.2024 - Current
Customer Relations
Raising Cane's
10.2023 - 10.2024
Customer Service Representative
OptumRx (UnitedHealth Group)
11.2022 - 06.2023
Flight Attendant
JetBlue Airways
08.2016 - 11.2021
Flight Attendant
Horizon Air
07.2014 - 06.2016
Reservation Representative
American Airlines
04.2013 - 06.2014
Response Agent
Agero
11.2011 - 06.2012
Key Holder
American Eagle Outfitters
09.2008 - 06.2011
Customer Service Agent
Southwest Airlines
02.2008 - 06.2008
Guest Service Associate
Toys R Us
05.2005 - 11.2007
High School Diploma -
Little Elm High School