Shantonia Diamond Holmes
Port Saint Lucie,FL
Summary
Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
2026
2026
years of professional experience
Work History
Agent
Palm Beach International Airport Air Canada Airlines
2018 - 2019
- provide excellent customer service, handling passenger check-in, ticketing, baggage, and boarding while ensuring smooth airline operations by coordinating with crew, managing flight info, and maintaining safety security, acting as the friendly face of the airline from check-in to gate, and troubleshooting issues like delays or lost bags
- Implemented improved processes for baggage handling, reducing delays significantly.
- Oversaw daily operations, ensuring adherence to airport standards and policies.
- Collaborated with security teams to enhance safety measures across terminal areas.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Increased customer satisfaction with personalized follow-up strategies.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
Agent Services Representative
Palm Beach International Airport, United Airlines
2017 - 2018
- Facilitated communication between agents and airport staff, enhancing operational efficiency.
- Managed scheduling and coordination of agent activities to optimize workflow.
- Developed training materials for new representatives, improving onboarding processes.
- Streamlined issue resolution procedures, increasing response times for customer inquiries.
- Monitored compliance with safety regulations and company policies, ensuring adherence throughout operations.
- Delivered exceptional customer service through active listening and problem-solving techniques.
- Provided comprehensive support to agents, ensuring a high level of productivity and success.
- provide excellent customer service, handling passenger check-in, ticketing, baggage, and boarding while ensuring smooth airline operations by coordinating with crew, managing flight info, and maintaining safety security, acting as the friendly face of the airline from check-in to gate, and troubleshooting issues like delays or lost bags
CSR fiber locator
AT&T
01.2019 - 03.2025
- Fiber locator
- helps users find fiber-lit buildings, data centers, and specific carrier network routes to plan expansions or procure connectivity
- Using Distance/Radius Tools: Measuring the distance between a site and the nearest fiber network to estimate build-out costs
Leader
Mix Brand
12.2015 - 01.2017
- Keep records of sales, purchases and requisitions.
- motivating
- resolving conflicts
- acting as a crucial link between team members
- communication, training, performance monitoring, and fostering a positive environment.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Led team initiatives to enhance brand visibility and customer engagement strategies.
Sales Associate
Francesca’s Boutique
01.2015 - 01.2016
- Implemented visual merchandising strategies to maximize product visibility and appeal.
- Resolved customer complaints effectively, fostering loyalty and repeat business.
- Greeted customers and helped with product questions, selections, and purchases.
- Helped customers complete purchases, locate items, and join reward programs.
Education
High School Diploma -
Royal Palm Beach High
Palm Beach, FLSkills
- Problem solving
- Time Management
- Team Leadership
- Computer proficiency
- Conflict resolution
- Complaint handling
- Follow-up skills
- Team development
- Sales expertise
- Store maintenance
- Key holder experience
- Problem resolution
- Customer relations
- Assertiveness
Timeline
CSR fiber locator
AT&T
01.2019 - 03.2025
Leader
Mix Brand
12.2015 - 01.2017
Sales Associate
Francesca’s Boutique
01.2015 - 01.2016
High School Diploma -
Royal Palm Beach High
Agent
Palm Beach International Airport Air Canada Airlines
2018 - 2019
Agent Services Representative
Palm Beach International Airport, United Airlines
2017 - 2018