Desmond Franklin
Margate,FL
Summary
Airport Operations Agent supporting airside safety, terminal operations, and passenger service at a major international airport. Handles 30+ inspections per month by checking for out of service items and doing work orders as needed, and 3+ lost and found or passenger service cases per shift alongside inspections, incident reports, lost and found, and crowd control while keeping airport areas secure and coordinated. Brings steady judgment across passport control, customer support, and fast-moving operational assignments.
Overview
36
36
years of professional experience
Work History
Airport Operations Agent
Broward County Aviation Department
07.2012 - 08.2026
- Resolved [number]% of passenger concerns through first-contact service while maintaining professional airport front desk support.
- Handled [number] customer interactions per day at Fort Lauderdale International Airport while supporting passenger service needs.
- Conducted airport inspections and documented findings in reports for operational follow-up.
- Managed lost and found cases, tracking items and coordinating returns with passengers.
- Supported crowd control and monitored airport areas to maintain safe, orderly passenger flow.
- Completed assigned passport control duties and safety checks across secured airport areas.
Customer Services Agent
Virgin America Airlines
11.2010 - 08.2015
- Support [number] passengers served daily across arrivals, departures, baggage service, and operations desks.
- Process check-ins, reservations, and ticketing with accurate documentation and organized front desk operations.
- Coordinate baggage service office requests and airport operations support across arrivals, departures, and terminal traffic.
- Prepare load sheets and flight plans while applying multitasking and written communication skills in a fast-paced airport setting.
Customer Services / Ticketing Agent
Air Jamaica Airlines
10.2002 - 10.2010
- Handled ticketing and reservation requests, maintaining accurate front desk operations and timely customer support.
- Coordinated arrivals and departure controls, communicating clearly with coworkers and clients to keep passenger flow orderly.
- Resolved baggage service issues promptly, applying strong organizational skills to track follow-up actions and passenger concerns.
- Delivered courteous customer service across ticketing, arrivals, and departures, strengthening client relationships through reliable communication.
- Balanced multiple tasks simultaneously, supporting baggage service, reservations, and passenger assistance throughout busy airport shifts.
Senior Front Desk Agent (Florida)
Hyatt Regency at Bonaventure Hotel
01.2002 - 02.2010
- Prepared daily reports for clients, senior management, and support staff.
- Served as the face of the business, delivering professional guest interactions and responsive service.
- Maintained front desk operations with strong organization, multitasking, and consistent written and verbal communication.
Front Desk Agent
Sea Crest Resort
04.1998 - 07.2001
- Handled check-in and check-out procedures efficiently while keeping guest records accurate and up to date.
- Maintained current guest information and responded to inquiries with a professional, service-focused approach.
- Supported proper front desk operation by coordinating daily tasks and upholding high service standards across shifts.
Front Desk Agent
Wyndham Rose Hall Resort
06.1990 - 03.1998
- Reviewed accounts payable and cost control reports for accuracy and timely processing.
- Coordinated guest communications by answering questions, resolving concerns, and providing clear written and verbal updates.
- Managed multiple front desk tasks simultaneously while keeping service steady during busy periods.
- Tracked daily front desk activity and supported smooth handoffs between shifts.
- Applied hotel procedures quickly to support consistent service and accurate guest transactions.
Education
High School Diploma - undefined
Lauderhill Community School
Lauderhill01-2004
Business Administration - CXC, GCE
Cornwall College
Jamaica01-1998
Associate of Arts - Business Education
Caribbean Business Institute
Jamaica W.I.01-1995
High School Diploma - undefined
Montego Bay High school
Montego Bay, Jamaica01-1993
Skills
Organizational skills
Interpersonal communication
Written communication
Verbal communication
Multitasking
Airport operations coordination
Front desk operations
Passenger service support
Complaint resolution
Shift supervision
Timeline
Airport Operations Agent
Broward County Aviation Department
07.2012 - 08.2026
Customer Services Agent
Virgin America Airlines
11.2010 - 08.2015
Customer Services / Ticketing Agent
Air Jamaica Airlines
10.2002 - 10.2010
Senior Front Desk Agent (Florida)
Hyatt Regency at Bonaventure Hotel
01.2002 - 02.2010
Front Desk Agent
Sea Crest Resort
04.1998 - 07.2001
Front Desk Agent
Wyndham Rose Hall Resort
06.1990 - 03.1998
High School Diploma - undefined
Montego Bay High school
Associate of Arts - Business Education
Caribbean Business Institute
Business Administration - CXC, GCE
Cornwall College
High School Diploma - undefined
Lauderhill Community School