Carla Bowen
Philadelphia,PA
Summary
Resourceful airport customer service agent recognized for high productivity and efficiency in fast-paced environments. Expertise in managing passenger inquiries, ticketing, and boarding processes with precision. Proficient in conflict resolution, multitasking, and advanced computer skills. Strong interpersonal, problem-solving, and organizational abilities enhance passenger experience and optimize operations.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Customer Service Agent
WFS Worldwide Flight Services / Frontier Airlines
Philadelphia, PA
07.2024 - Current
- Delivered exceptional service to every customer through active engagement, effective listening and well developed interpersonal skills.
- Inspected luggage for prohibited items prior to loading onto air crafts.
- Processed payment transactions utilizing point of sale system.
- Ensured accurate completion of passenger documentation such as tickets, boarding passes, custom forms and fire arm forms.
- Resolved customer complaints quickly and efficiently.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Production Operator
Almac Clinical Services/ Kelly Services
Audubon, PA
06.2024 - Current
- Monitored and observed production line to watch for pile-ups and jams.
- Verified production order prior to set-up.
- Separated products according to weight, grade and size of material to produce final product.
- Recognized defective material and reported issues to management.
Courier
Amazon Flex
Philadelphia, PA
06.2022 - 01.2025
- Used cell phones or tablets to upload time, delivery and shipment information into company website or database.
- Loaded and unloaded vehicle with packages, ensuring secure and organized arrangement to prevent damage.
- Provided excellent customer service by answering questions about delivery status.
- Utilized navigation tools and local knowledge to find the most efficient delivery routes.
- Delivered items to residential addresses within specified time frames.
- Checked contents of shipment against shipping documents prior to leaving warehouse.
- Tracked delivery records with manifests using smartphones for customer signatures.
Courier
Roadie/UPS
Philadelphia, PA
11.2021 - 11.2024
- Followed safety protocols when loading, unloading, driving, and delivering items.
- Used cell phones or tablets to upload time, delivery and shipment information into company website or database.
- Loaded and unloaded vehicle with packages, ensuring secure and organized arrangement to prevent damage.
- Provided excellent customer service by answering questions about delivery status.
- Utilized navigation tools and local knowledge to find the most efficient delivery routes.
- Maintained accurate logs of deliveries and pickups.
- Delivered items to residential addresses within specified time frames.
- Communicated customer complaints, requests and feedback to company management.
- Tracked delivery records with manifests using smartphones for customer signatures.
- Coordinated parcel delivery using strong time management skills.
Administrative Assistant
Everlasting Fence
Glenside , PA
10.2022 - 10.2024
- Scheduled appointments between clients and customers and internal staff members.
- Handled confidential documents in an organized fashion according to established protocol.
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
- Managed office supplies inventory and placed orders when necessary.
- Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
Catering Coordinator
LYFE Kitchen
West Hollywood, CA
05.2014 - 03.2016
- Supervised staff during events to ensure proper execution of duties according to established procedures.
- Ensured compliance with health regulations related to food handling and sanitation practices.
- Monitored food preparation activities to ensure quality control standards were met.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Directed food delivery and presentation to maintain catering operations.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Generated weekly reports summarizing upcoming events, staffing needs, menu items.
- Conducted post-event reviews in order to evaluate performance levels and identify areas for improvement.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Developed menus based on client preferences and budget constraints.
Catering Coordinator
Piedmont Atlanta Hospital
Atlanta, GA
11.2011 - 04.2015
- Supervised staff during events to ensure proper execution of duties according to established procedures.
- Ensured compliance with health regulations related to food handling and sanitation practices.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Directed food delivery and presentation to maintain catering operations.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Delegated work to staff, setting priorities and goals.
- Customized menus and managed food preparation for special events.
- Assisted staff by serving food and beverages or bussing tables.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Oversaw the setup of catering areas including tables, chairs, linens, décor.
Server/Senior Corporate Trainer
TGI Fridays
Wilmington , DE
09.1998 - 08.2010
- Greeted guests and provided menus.
- Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Trained new employees to perform duties.
- Served food and beverages to patrons and immediately remedied issues with orders.
- Addressed complaints to kitchen staff and served replacement items.
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
- Checked food before serving it to customers.
- Cleaned tables and chairs to prepare dining area for next customers.
Airline Reservation Agent
Western Pacific Airlines
Colorado Springs, CO
07.1996 - 07.1997
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Reviewed guest information and payment options, checking for accuracy and completeness.
- Processed airline reservations, cancellations, and changes for domestic and international flights.
- Developed strong relationships with customers through attentive listening and understanding of individual needs.
- Explained fare rules and regulations to customers while helping them select appropriate flights.
- Verified seat assignment information for each passenger before departure time.
Education
Certified Culinary Certificate - Hospitality Food Service Magement
Community Culinary School Of Charlotte
Charlotte, NC08-2017
CMA Certified Medical Assistant - Medical Assistant
Harrision Career Institute
Wilmington, DE05-2004
Some College (No Degree) - Psychology
Ursinus College
Collegeville, PASkills
- Safety regulations compliance
- Emergency preparedness
- Conflict resolution
- Customer support
- Team collaboration
Certification
- CPR/BLS Certified
Accomplishments
- Employee Of The Month /TGI FRidays
- Employee of The Month / Lyfe Kitchen
- Best Catering Coordinator/ Chef Robert Thomas Piedmont Atlanta Hospital
Languages
English
Professional
References
References available upon request.
Timeline
Customer Service Agent
WFS Worldwide Flight Services / Frontier Airlines
07.2024 - Current
Production Operator
Almac Clinical Services/ Kelly Services
06.2024 - Current
Administrative Assistant
Everlasting Fence
10.2022 - 10.2024
Courier
Amazon Flex
06.2022 - 01.2025
Courier
Roadie/UPS
11.2021 - 11.2024
Catering Coordinator
LYFE Kitchen
05.2014 - 03.2016
Catering Coordinator
Piedmont Atlanta Hospital
11.2011 - 04.2015
Server/Senior Corporate Trainer
TGI Fridays
09.1998 - 08.2010
Airline Reservation Agent
Western Pacific Airlines
07.1996 - 07.1997
Certified Culinary Certificate - Hospitality Food Service Magement
Community Culinary School Of Charlotte
CMA Certified Medical Assistant - Medical Assistant
Harrision Career Institute
Some College (No Degree) - Psychology
Ursinus College
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