Comfort E. Abednego
East Orange,New Jersey
Summary
Experienced airport operations professional with a proven track record in effectively managing and coordinating airport activities. Committed to continuously enhancing skills in operational efficiency, customer service, and adherence to high safety standards by fostering a collaborative team environment. Recognized for adaptability and results-driven approach, thrives on achieving operational excellence.
Overview
13
13
years of professional experience
Work History
Airport Operations Supervisor (Landside)
Port Authority of New York and New Jersey
10.2022 - Current
- Assist the Landside Duty Manager with notifications (Everbridge and staffing request)
- Communicates and acts as a liaison with the airport community.
- Oversees and monitors the duties performed by customer service contractors to ensure quality customer service protocol are being followed.
- Responds to airport emergencies and keeps chronology of airport events.
- Monitors the efficiency of the Air Train system and keep records.
- Collects and disseminates information to Airport Managements Staff
- Monitor Airport Terminal roadways for traffic conditions that may impact public and the airport community.
- Perform visual inspections of key landside Operational areas
- Supervises landside snow removal contractors during winter operations.
- Complied with regulatory requirements by maintaining accurate records of operations activities and reporting incidents in a timely manner.
- Implemented and enforced safety policies and procedures, confirming compliance with FAA Part 139 regulations.
- Maintained excellent communication channels among various departments, fostering a collaborative work environment that promoted efficiency across all airport functions.
- Enhanced customer satisfaction with timely resolution of passenger concerns and directing the appropriate parties to respond efficiently with regards baggage handling processes.
Airport Operations Agent (JFK and EWR Airport)
Port Authority of New York and New Jersey
02.2019 - 09.2022
- Investigated and reported accidents, incidents, or safety concerns to appropriate personnel and authorities.
- Conducted airport safety inspections and addressing potential hazards promptly to supervisors.
- Coordinated with other agencies to maintain safe and secure airfield environment.
- Providing guidance and support (Escorts) as needed to Incoming and outgoing aircraft during snow storms where visibility is poor.
- Established and maintained communication with air traffic control and other airfield personnel as required.
- Monitored airfield duties and personnel to make proactive changes to procedures, workflows and task responsibilities to maintain operations targets.
- Ensuring the airport community (airside) is a safe place to work by making sure contractors, fellow agents and airport employees adhere to the safety and security procedures outlined in FAA Part139 and in severe cases issue a BOR (Breach of Rules)
- Perform escorts duties for authorized contractors during construction operations.
- Patrol and report the perimeters of the airport for any security breaches.
Customer Service Representative
Gateway Group One at Newark Liberty International Airport
02.2016 - 02.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Office Assistant (Training Department)
Ghana Ports and Harbors Authority
01.2012 - 01.2014
- Ensured timely completion of projects by coordinating resources across multiple teams effectively.
- Spearheading the training team to conduct a comprehensive study/training materials for new hires.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Strengthened office organization by implementing new filing systems and digital record-keeping practices.
- Managed incoming and outgoing correspondence, ensuring prompt and accurate delivery of information.
- Ensured operational continuity, providing critical administrative support during staff absences and peak workload periods.
Education
Associate of Arts - Human Services
Westchester Community College
White Plains, NY05-2017
Bachelor of Arts - Political Science
University of Ghana
01-2012
Diploma - Business Management
West African Examination Council
01.2007
Skills
- Speak Three Native Languages- Twi, Ewe and Ga
- Microsoft PowerPoint, excel and word
- Team player and a leader
- Risk Analyst
- Communication specialist
- Multi-tasking and challenge driven
- Training leadership
- Time management proficiency
- Airport regulatory compliance
- Ramp safety procedures
- Passenger services coordination
- Airside operations expertise
- Superior customer service
Timeline
Airport Operations Supervisor (Landside)
Port Authority of New York and New Jersey
10.2022 - Current
Airport Operations Agent (JFK and EWR Airport)
Port Authority of New York and New Jersey
02.2019 - 09.2022
Customer Service Representative
Gateway Group One at Newark Liberty International Airport
02.2016 - 02.2019
Office Assistant (Training Department)
Ghana Ports and Harbors Authority
01.2012 - 01.2014
Diploma - Business Management
West African Examination Council
Associate of Arts - Human Services
Westchester Community College
Bachelor of Arts - Political Science
University of Ghana
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