Doyen Fraser
Ludowici
Summary
Dedicated airline professional with extensive passenger service experience in fast-paced airport environments. Currently serving as a Lead Customer Service Agent with Envoy Air, providing leadership, Operational support, and exceptional Customer care. Skilled in assisting passengers with special needs, supporting unaccompanied minors, resolving customer concerns, and maintaining safety and compliance standards. U.S. Army veteran recognized for professionalism, teamwork, adaptability, and the ability to remain calm under pressure while delivering outstanding service.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Agent
Envoy Air
04.2025 - Current
- Lead frontline customer service operations while supporting safe and efficient airport operations.
- Assisted passengers with travel concerns, special accommodations, boarding procedures, and flight disruptions to enhance overall satisfaction.
- Guided and supported customer service agents to uphold service excellence standards and deliver consistent customer care.
- Resolve escalated customer issues professionally and effectively.
- Coordinated with flight crews, airport personnel, and operational teams to optimize customer experience during airport operations.
Customer Service Agent
Envoy Air
11.2023 - 04.2025
- Assisted passengers with ticketing, boarding, baggage services, and travel information.
- Facilitated support for passengers with special needs, providing attentive service to enhance their airport experience.
- Oversaw unaccompanied minors, ensuring compliance with airline policies while providing a safe and reassuring environment.
- Delivered customer service during delays and cancellations, ensuring passenger comfort and understanding throughout challenging situations.
- Ensured compliance with airline safety and security requirements.
Automated Logistical Specialist (92A)
U.S. Army
08.2015 - 01.2018
- Maintained accountability of equipment, supplies, and inventory in high-tempo environments.
- Demonstrated strong attention to detail, teamwork, leadership, and mission readiness.
- Worked effectively under pressure while adhering to strict safety and operational standards.
Education
High School -
Richmond Hill High School
Richmond Hill, NYSkills
- Passenger Relations
- Customer Service Excellence
- Safety & Compliance
- Conflict Resolution
- Team Leadership
- Boarding & Gate Operations
- Special Needs Assistance
- Unaccompanied Minor Support
- Service Recovery
- Communication Skills
- Problem Solving
- Multitasking
Military Service
Automated Logistical Specialist (92A), U.S. Army, 08/01/15, 01/01/18, Maintained accountability of equipment, supplies, and inventory in high-tempo environments., Demonstrated strong attention to detail, teamwork, leadership, and mission readiness., Worked effectively under pressure while adhering to strict safety and operational standards.
Timeline
Lead Customer Service Agent
Envoy Air
04.2025 - Current
Customer Service Agent
Envoy Air
11.2023 - 04.2025
Automated Logistical Specialist (92A)
U.S. Army
08.2015 - 01.2018
High School -
Richmond Hill High School