Dannielle McIntyre
Chesapeake,VA
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Agronomic Lawn Management
08.2023 - 11.2025
- Delivered empathetic, professional customer support via phone and email.
- Assisted with bill payments, account activation, and welcome package delivery.
- Addressed and resolved customer complaints through effective communication.
- Collaborated with lawn technicians and sales teams to support customer needs and provide quotes.
- Coordinated across departments to ensure efficient, high-quality service.
- Managed service requests and documented interactions using CRM software.
- Customized customer journeys to ensure satisfaction and improved service processes.
Banquet Runner/ Sever
Cavalier Golf & Yacht Club
11.2023 - 01.2025
- Cleared tables, reset venues, and set up decorations for events.
- Provided excellent customer service and addressed guest inquiries.
- Polished cutlery, glassware, and maintained a tidy environment.
- Built and broke down buffet setups and supported event operations.
- Worked efficiently in a fast-paced environment with heavy lifting and long standing.
- Collaborated with team members to deliver food and beverages on time.
- Trained new staff on procedures and service best practices.
Hospitality Professional
Chick-fil-a – Chesapeake VA
05.2023 - 08.2023
- Maintained a positive, service-focused attitude with customers and team members.
- Applied the CORE 4 model: eye contact, smile, enthusiastic communication, and connection.
- Took accurate orders at the front counter or drive-thru using register/iPad systems.
- Stocked and cleaned during downtime to support operations.
- Delivered dine-in and mobile orders promptly.
- Ensured product quality and consistency.
- Assisted leadership with opening and closing procedures.
- Supported all front-of-house stations as needed.
- Completed assigned tasks efficiently and reliably.
Customer Service Agent
American Airlines - Norfolk, VA
06.2021 - 05.2023
- Verified passenger IDs, documents, and visa requirements.
- Guided passengers on security procedures, baggage rules, and airline policies.
- Supported special-service passengers and coordinated with TSA/CBP.
- Managed flight inquiries, reservations, gate changes, and boarding updates.
- Resolved customer issues and escalations with professionalism and empathy.
- Assisted with baggage operations to reduce delays and improve flow.
- Trained new staff on service protocols and system procedures.
- Improved processes to reduce wait times and boost service efficiency.
- Handled high-volume customer interactions with accuracy and attention to detail.
- Collaborated with multiple departments to ensure smooth passenger experiences.
- Managed payments, account concerns, and accurate recordkeeping.
- Enhanced customer satisfaction and retention through tailored support.
Waitress
Applebee's Neighborhood Bar & Grill - Chesapeake VA
08.2020 - 03.2021
- Delivered fast, friendly service and ensured complete guest satisfaction.
- Took accurate orders, handled cash/credit payments, and balanced the cash drawer.
- Prepared beverages to specification and checked IDs while monitoring alcohol consumption for safety.
- Informed guests about promotions and successfully upsold menu items.
- Managed multiple tables in high-volume, fast-paced environments with strong multitasking.
- Collaborated with kitchen and bar teams to maintain smooth service flow.
- Resolved guest concerns promptly, maintaining positive relationships and loyalty.
- Maintained clean, organized dining and service areas in accordance with health standards.
- Trained new team members on menu knowledge, service protocols, and operational procedures.
- Assisted with inventory control, restocking, and opening/closing duties.
- Provided personalized recommendations, answered menu questions, and accommodated dietary needs.
- Built rapport with regular guests and contributed to increased referrals and repeat business.
- Coordinated banquet setups, dining room preparation, and event service.
Multi-Airline Customer Service – Passenger Service Agent / Supervisor
John F. Kennedy International Airport / Swissport
04.2016 - 01.2020
- Verified passenger IDs, visas, travel documents, and ensured full TSA/CBP and airline compliance for domestic and international travel.
- Managed check-in, ticketing, boarding, gate operations, baggage processing, and special-needs assistance while maintaining safety and service standards.
- Delivered high-level customer support by resolving issues, handling rebooking/refunds, managing reservations, and communicating flight updates.
- Trained, coached, and supervised staff while implementing process improvements that increased efficiency, reduced wait times, and strengthened team performance.
- Collaborated with airline, ramp, and security teams to maintain smooth operations, safeguard confidential data, and consistently support on-time departures.
Supervisor
Eurowings Airlines
04.2018 - 03.2019
- Debrief Crewmembers daily and report all information about delays, maintenance issues or cancellations.
- Make announcements for missing passengers, lost items/ gate change/ passengers from connecting flights and boarding procedures.
- Evaluate daily workforce, assign teams, and ensure maximum coverage.
- Report and provide operational feedback and performance to leadership either through verbal or written means of communication.
- Serve as a subject matter expert on service and procedures.
- Lead performance dialogues with front-line co-workers to review metrics, performance, and procedures of flight operations.
- Oversee and support the performance of a team, zone, or cell.
- Focus on performance issues with the goal of changing co-worker behavior.
- Monitor the performance of a team, zone, or cell, taking actions as necessary, to ensure daily goals are met.
Administrative & Program Support
The City University of New York Medgar Evers College - Brooklyn NY
09.2007 - 08.2015
- Delivered comprehensive administrative support including scheduling, reception, correspondence, and multi-line phone management.
- Maintained organized filing systems, processed mail, managed records, and ensured accurate data entry across spreadsheets and databases.
- Coordinated meetings, calendars, travel, events, purchase orders, invoices, and departmental budgets.
- Prepared reports, presentations, course materials, and academic documents for faculty and leadership.
- Streamlined operations through process improvements, digital filing systems, and automated templates.
- Managed office supplies, liaised with vendors, negotiated costs, and ensured consistent resource availability.
- Assisted with HR functions including onboarding, personnel file updates, and compliance documentation.
- Supported recruitment by scheduling interviews and communicating with candidates.
- Provided excellent customer service to students, staff, and visitors; resolved issues promptly and professionally.
- Trained and mentored new staff and student workers on office procedures and systems.
- Collaborated with departments to support projects, improve communication flow, and enhance campus operations.
Education
Associate Degree -
Medgar Evers College
General Equivalency Diploma (GED) - undefined
Medgar Evers College
Brooklyn, N.Y.08.2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Banquet Runner/ Sever
Cavalier Golf & Yacht Club
11.2023 - 01.2025
Customer Service Representative
Agronomic Lawn Management
08.2023 - 11.2025
Hospitality Professional
Chick-fil-a – Chesapeake VA
05.2023 - 08.2023
Customer Service Agent
American Airlines - Norfolk, VA
06.2021 - 05.2023
Waitress
Applebee's Neighborhood Bar & Grill - Chesapeake VA
08.2020 - 03.2021
Supervisor
Eurowings Airlines
04.2018 - 03.2019
Multi-Airline Customer Service – Passenger Service Agent / Supervisor
John F. Kennedy International Airport / Swissport
04.2016 - 01.2020
Administrative & Program Support
The City University of New York Medgar Evers College - Brooklyn NY
09.2007 - 08.2015
General Equivalency Diploma (GED) - undefined
Medgar Evers College
Associate Degree -
Medgar Evers College