Deserea L Ford
Las Vegas,NV
Summary
Dedicated professional versed in handling airline check-in services and managing baggage activities. Efficient and hardworking with proactive attitude. Handles reservations and provides passengers with detailed travel information to resolve inquiries and foster satisfaction. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
Work History
Passenger Service Agent
Swissport USA
12.2023 - Current
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Escorted handicapped passengers from terminal to aircraft.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
Dispatcher/Class B Shuttle Driver
5 Star Helicopter
03.2023 - 12.2023
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
School Bus Driver/ Teacher Aide
Clark County School District, CCSD
10.2021 - 02.2023
- Coordinated closely with colleagues during field trips or special events to provide seamless transportation services for all participants involved.
- Fostered a strong sense of community among bus riders, promoting respect for fellow passengers and valuing the importance of punctuality.
- Attended pre-trip meetings to support safe transport of students.
- Increased overall student satisfaction by attending to individual needs and addressing any concerns expressed during transportation experiences.
- Maintained [State] driver's license to enable legal operation of school buses for student transport, field trips, and other purposes.
Customer Transport /Public Safety Officer
Keolis Transit
09.2019 - 09.2021
- Performed rescue functions at accidents, emergencies and disasters by directing traffic and administering emergency medical aid.
- Delivered expert courtroom testimony to support [Number] criminal cases.
- Answered emergency calls for help from citizens and business owners.
- Collaborated with law enforcement agencies to share intelligence, coordinate responses, and support investigations into criminal activity.
Transit Security Officer
Allied Universal Security Services
02.2016 - 09.2019
- Worked alongside local law enforcement agencies during joint operations, fostering a strong partnership for the betterment of transit security.
- Screened over [Number] passengers per day by verifying ID's and boarding passes.
- Enhanced public safety by meticulously patrolling transit facilities and monitoring security systems.
- Performed access control duties at designated areas, verifying employee identification badges and controlling entry points to maintain a secure environment.
Operation Supervisor
United Health Care Group
03.2013 - 01.2016
- Managed internal operational standards and productivity targets.
- Negotiated with distributors to find quality products and best prices.
- Facilitated change management efforts during periods of organizational restructuring or process reengineering projects.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Monitored industry trends and market dynamics to identify potential threats or opportunities for growth within the operations sphere.
Education
Associate of Science - Health Services Administration
Anthem College - Bryman School
Las Vegas, NV06.2014
High School Diploma -
Hueneme High School
Port Hueneme, CA06.1996
Skills
- Invoice Preparation
- Check-in processes
- Upselling proficiency
- Reservation software
Timeline
Passenger Service Agent
Swissport USA
12.2023 - Current
Dispatcher/Class B Shuttle Driver
5 Star Helicopter
03.2023 - 12.2023
School Bus Driver/ Teacher Aide
Clark County School District, CCSD
10.2021 - 02.2023
Customer Transport /Public Safety Officer
Keolis Transit
09.2019 - 09.2021
Transit Security Officer
Allied Universal Security Services
02.2016 - 09.2019
Operation Supervisor
United Health Care Group
03.2013 - 01.2016
Associate of Science - Health Services Administration
Anthem College - Bryman School
High School Diploma -
Hueneme High School