Summary
Overview
Work History
Education
Skills
Timeline
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Danique Sullivan

Houston,TX

Summary

Adept at crisis intervention and emergency response, tenure at the City of Houston Airport System honed skills in professional communication and empathy. With a fast typing speed and exceptional problem-solving abilities, I've significantly enhanced operational efficiency and safety protocols, demonstrating a strong commitment to customer service and mental health awareness.

Overview

13
13
years of professional experience

Work History

Airport Communications Operator

City of Houston Airport System
04.2024 - Current
  • Process emergency and non emergency calls, coordinating police, fire and medical services and dispatching maintenance and safety teams.
  • Monitor security systems and provide real time support for airport operations, ensuring safety protocols are followed and appropriate personnel are notified
  • Performing data entry, updating and reviewing flight schedules and system information to maintain up to date records
  • Ensure adherence to safety protocols, including monitoring restricted areas, which aligns with maintaining strict policy and procedure standards
  • Assisted over 150 customers daily by answering questions and transferring to appropriate departments.

Customer Service Agent

NexRep
09.2022 - 04.2024
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Provided crisis level customer support, resolving billing and technical issues for clients, while maintaining strict policy and procedure standards

Police Telecommunicator

Houston Community College System
08.2015 - 08.2020
  • Enhanced the department''s reputation for professionalism by courteously addressing the concerns of callers, even during difficult or emotionally charged interactions.
  • Streamlined communication between departments with clear and concise relay of pertinent information during joint operations.
  • Boosted overall efficiency by assisting with updates to department policies and procedures related to call intake and dispatch processes.
  • Contributed to a safer work environment for officers by relaying critical information regarding potential threats or hazards encountered during calls.

Mental Health Counselor

ICL
01.2012 - 12.2015
  • Established a safe environment for clients to openly discuss their thoughts, feelings, experiences, and concerns without fear of judgment or retribution.
  • Continually updated professional knowledge by attending conferences, trainings, and workshops related to advancements in the field of mental health counseling.
  • Reduced crisis intervention needs by proactively monitoring patient progress and adjusting treatment approaches as necessary.
  • Provided crisis intervention services during emergencies, deescalating situations and connecting individuals with appropriate resources for ongoing support.

Education

Bachelor of Science -

Grand Canyon University
Phoenix, AZ
05-2025

Bachelor of Science -

Prairie View A&M University
Prairie View, TX
12-2016

Skills

  • Strong attention to detail
  • Fast typing speed
  • Empathy and patience
  • Radio operation
  • Professionalism and courtesy
  • Teamwork
  • Customer service
  • Problem-solving
  • Attention to detail
  • Listening skills
  • Problem-solving abilities
  • Multitasking
  • Critical thinking
  • Excellent communication
  • Decision-making
  • Interpersonal skills
  • Emergency situation response
  • Crisis Intervention
  • Microsoft Office
  • Mental Health awareness

Timeline

Airport Communications Operator

City of Houston Airport System
04.2024 - Current

Customer Service Agent

NexRep
09.2022 - 04.2024

Police Telecommunicator

Houston Community College System
08.2015 - 08.2020

Mental Health Counselor

ICL
01.2012 - 12.2015

Bachelor of Science -

Grand Canyon University

Bachelor of Science -

Prairie View A&M University

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Danique Sullivan