DANIEL M. L. JEAN-BAPTISTE
United States
Summary
Dynamic aviation professional with over 18 years of customer service experience and more than 8 years in the airline and transportation sectors, specializing in international ticketing, gate operations, safety coordination, and onboard customer issue resolution. Currently serving as a Lead Passenger Service Agent (PSA/Red Coat) at Delta Air Lines in Los Angeles International Airport, providing critical support to flight attendants, gate agents, and passengers in high-pressure environments. Multilingual capabilities in English, Haitian Creole, French, and Spanish enhance communication and service delivery. Recognized for maintaining composure under pressure while effectively resolving complex customer situations and consistently delivering exceptional hospitality with a strong commitment to safety.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Lead Passenger Service Agent (PSA / Red Coat / CRO / Ground Security Coordinator)
Delta Air Lines – Los Angeles International Airport (LAX)
Los Angeles, California
06.2021 - Current
- Assist flight attendants and gate agents with customer issues before departure and upon arrival.
- Resolve complex passenger situations involving denied boarding, disruptive behavior, medical events, and service animals.
- Coordinate timely departures while maintaining strict safety and regulatory standards.
- Respond to onboard disputes and assist with escalated customer concerns professionally and calmly.
- Provide support during irregular operations, delays, and cancellations.
- Prepare detailed incident reports and communicate with security and management.
- Deliver premium service to domestic and international passengers.
Customer Service Ticketing and Gate Agent
Delta Air Lines – Los Angeles International Airport (LAX)
Los Angeles, California
10.2017 - 06.2021
- Checked in passengers, processed ticket changes, and collected payments.
- Boarded flights as controlling and secondary gate agent.
- Assisted passengers with missed flights, rebooking, baggage, and special services.
- Supported wheelchair passengers, unaccompanied minors, and international travelers.
- Operated jet bridges and coordinated closely with flight crews.
Professional Driver / Independent Contractor
Uber Technologies & Lyft
09.2014 - Current
- Provided safe, courteous transportation to thousands of passengers.
- Maintained consistently high customer ratings.
- Delivered personalized service while adapting to diverse passenger needs and preferences.
Rental Manager
Natiste Auto Rentals LLC – Los Angeles, CA
Los Angeles, California
12.2012 - 11.2014
- Managed a six-employee branch and fleet of 20 vehicles.
- Oversaw staffing, employee training, customer service, and profitability.
- Handled escalated customer concerns and developed team members.
Additional Customer Service Experience
- Teacher's Assistant – New York Film Academy
- Universal Studios Hollywood – Attractions
- Walmart – Customer Service Manager, Head Cashier, Trainer
- Carrabba's Italian Grill & CUT at Beverly Wilshire – Fine Dining Server
- Hilton Hotel – Busser/Guest Service Support
Education
Hospitality and Tourism Management Certificate -
Florida Atlantic University
Boca Raton, FL04.2020
Bachelor of Fine Arts - Filmmaking
New York Film Academy
Los Angeles, CaliforniaEmergency Medical Technician Certificate -
Daytona State College
Daytona Beach, FL02.2010
High School Diploma -
Golden Gate High School
Naples, Florida06.2006
Skills
- Airline Reservation and Departure Systems
- Ticketing and Boarding Processes
- Jet Bridge Operations, Handling, and Safety Compliance
- Microsoft Word, Excel, and PowerPoint
- Mobile and Desktop Technology
- Typing: 50 WPM
Accomplishments
- Promoted to Lead Passenger Service Agent (PSA/Red Coat) at Delta Air Lines.
- Supported safe and timely departures at Los Angeles International Airport (LAX).
- Earned Delta Air Lines Certificate of Appreciation for outstanding service.
- Managed and developed teams in both airline and business environments.
- Certified EMT with emergency response and crisis management experience.
- Fluent in four languages, enhancing service for diverse international travelers.
- Recognized multiple times for customer service excellence and employee development.
Certification
- Emergency Medical Technician (EMT)
- Daytona State College EMT Certificate
- Experience responding to medical emergencies, administering CPR, AED use, and first aid
- Strong ability to remain calm and assist during in-flight medical situations
LANGUAGES
English – Native
Haitian Creole – Native
French – Advanced
Spanish – Intermediate to Advanced
AWARDS & RECOGNITION
Delta Air Lines Certificate of Appreciation, Hilton Hotel Employee of the Month, Exceptional Employee Recognition – Kash N' Karry
WHY UNITED AIRLINES
Dedicated to creating a welcoming onboard experience where passengers feel safe, comfortable, and valued. Brings extensive airline experience, multilingual communication skills, emergency medical training, and a genuine passion for helping people from all walks of life.
Timeline
Lead Passenger Service Agent (PSA / Red Coat / CRO / Ground Security Coordinator)
Delta Air Lines – Los Angeles International Airport (LAX)
06.2021 - Current
Customer Service Ticketing and Gate Agent
Delta Air Lines – Los Angeles International Airport (LAX)
10.2017 - 06.2021
Professional Driver / Independent Contractor
Uber Technologies & Lyft
09.2014 - Current
Rental Manager
Natiste Auto Rentals LLC – Los Angeles, CA
12.2012 - 11.2014
Additional Customer Service Experience
Hospitality and Tourism Management Certificate -
Florida Atlantic University
Bachelor of Fine Arts - Filmmaking
New York Film Academy
Emergency Medical Technician Certificate -
Daytona State College
High School Diploma -
Golden Gate High School