DURHAN OLAD
VADNAIS HEIGHTS,MN
Summary
Results-oriented Airport Customer Service Supervisor with a focus on delivering exceptional service and resolving complex customer inquiries. Known for strong leadership and communication skills, ensuring efficient operations and high customer satisfaction.
Dedicated professional with expertise in case management and conflict resolution. Proven ability to develop individualized rehabilitation plans and build strong relationships to support probationers' successful community reintegration.
Overview
15
15
years of professional experience
Work History
On Call Probation Officer
DAKOTA COUNTY
Hastings, MN
02.2022 - Current
- Conducted regular assessments of probationers' compliance with court orders.
- Developed individualized rehabilitation plans to support successful reintegration into the community.
- Collaborated with community resources to enhance support services for probationers.
- Monitored progress and provided ongoing counseling to address behavioral issues.
- Maintained compliance with all legal statutes, policies, and procedures.
- Established productive relationships with local law enforcement agencies, enhancing information sharing and cooperation.
- Promotes positive youth development by creating trusting relationships and using strength-based approaches with the residents. Provides quality evidence-based programming designed to meet the needs of youth, families, and the courts. Promotes an atmosphere of fair and objective staff and resident communication. Shares information with youth about programs and educational/social opportunities available at the facility; responds to questions, concerns, and emergencies in a timely manner.
- Enforces rules of conduct and rules of the facility; disciplines or initiates correcting action with youth as warranted by behavior and dictated by policy/law; documents and reports all such incidents.
- Monitors all program activities in the facility, communicates emergencies and alerts, controls movement of all people in the facility, monitors the alarm system, answers phones, and controls keys. Oversees, observes, and monitors resident behaviors, activities, and routines to ensure the safety of residents and staff; logs, records, and reports behaviors as observed.
- Performs intakes and orients new youth, issues clothing, secures property, informs and educates youth on rules of conduct within the facility, completes all necessary screenings and directs youth to their living area.
- Collects and maintains daily program activity data and resident follow-up. Manages and provides direct services to residents to monitor compliance with court-ordered conditions and to implement the case plans. Keeps records, writes reports, recommends programs and plans, interprets court orders and related information, and performs a variety of data entry and documentation tasks.
- Intervenes in emergency situations including assaultive behaviors, suicide attempts, and medical problems by enforcing rules, following procedures, responding to calls for assistance, obtaining additional assistance, etc.; administers first aid and CPR as needed and authorized.
Airport Customer Service Supervisor-Ticketing/Gate
DELTA AIRLINES
Minneapolis, MN
12.2010 - Current
- Supervised daily operations to ensure exceptional customer service delivery and adherence to company standards.
- Resolved complex customer inquiries, ensuring satisfaction while adhering to company policies.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Helped co-workers and the airline staff members for safe and consistent.
- Dealt with the passenger inquiries regarding the arrival and departure of flights and made sure that passengers get on board the correct flight.
- Handled computer system of the Airlines to generate flight reservations and issue boarding passes as well as airline tickets.
- Made public informational announcements Deny boarding, when appropriate, to passengers presenting a possible security or safety threat.
- Address passenger concerns regarding seating, connecting flight information, and special assistance Deliver flight release to crew, record baggage/passenger counts, and reconcile all counts/weights with crew.
- Verify identification and international travel documents such as PASSPORTS ,VISA,ETA to efficiently board passengers for an on-time departure. Committed to prompt service to customers for their outmost satisfaction.
- Handled transactions in a timely manner over sales, delayed, cancelled flights, and any issue related to lost/ damaged luggage. Passenger reservations, check-in, boarding and including security process. Provides pricing and delivery information, process orders, and prepares cash reports.
- Resolves customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources. Proactively greets customers, assesses their needs, explains Delta's available technology alternatives, and directs them appropriately.
- Efficiently coordinates with internal resources while working under pressure and time constraints to dispatch flights on time. Greeting, check -in passengers and verify passengers' departure documents ( passport and legal entry documents) Issue boarding pass and check-in passenger baggage Assist unaccompanied minors and seniors with special help Direct passengers to immigration office and/or departure gates.
- Comply with all security requirements and work with U.S Customs and Border Protection Reschedule passengers with flight interruptions or further services Resolve customers' complaints and other duties as delegated before boarding Boarding gate assistance, arrange all passenger on-board on time Handle all international flight passengers documentation after departure.
- Handled all facets of work associated with ticketing and making reservations for passengers and those activities necessary to board and deplane passengers, including tagging and lifting passenger's baggage to a bag belt for delivery to the ramp.
- Proactively greets customers, assesses their needs, explains Delta's available technology alternatives, and directs them appropriately. Positively impacts customers' use of airport technology to ensure a better, faster, and friendlier airport experience for all customers.
- Displays a positive image of Delta. Keeps customers informed while ensuring service delivery. Efficiently coordinates with internal resources while working under pressure and time constraints to dispatch flights on time. Made boarding announcements for the knowledge of passengers. Handled standby passengers Monitored jet way doors during enplaning and deplaning Checked the airline tickets before letting them get on-board the plane Ensured the safety of passengers and staff members Interprets government rules and requirements for domestic and international travel or cargo shipments.
- Meets and dispatches aircraft within established times. Provides assistance to distressed passengers and customers. Protects company property and revenue. Provides for safe travel. Possesses the physical ability and dexterity to use motor skills to perform various job-related tasks. Uses organizational skills to perform multiple tasks within a limited time period. Is self-motivated and requires minimal supervision.
- Responds and assists during security and emergency situations. Follows internal/external policies and procedures. May be required to drive and operate air stairs up to various types of aircraft in order to en-plane and de-plane passengers.
Education
Bachelor of Science - SOCIAL WORK/CRIMINAL JUSTICE
Bemidji State University
Bemidji, MN06-2020
Associate of Science - CRIMINAL JUSTICE
CENTURY COLLEGE
White Bear Lake, MN01-2014
Skills
- Documentation
- Case planning
- Report writing
- Investigations
- Case management
- Substance abuse
- Trained in defensive tactics
- Adult probation
- Testing procedures
- Data gathering
- Database searches
- Court procedures
- Motivational
- First aid training
- Administration of physical restraints training
- Taser training
- Presentence investigation reports (PSI)
- Community service programs
- Juvenile probation
- Problem resolution
- Customer relations
- Relationship building
- Conflict resolution
- Complaint handling
- Payment processing
Timeline
On Call Probation Officer
DAKOTA COUNTY
02.2022 - Current
Airport Customer Service Supervisor-Ticketing/Gate
DELTA AIRLINES
12.2010 - Current
Bachelor of Science - SOCIAL WORK/CRIMINAL JUSTICE
Bemidji State University
Associate of Science - CRIMINAL JUSTICE
CENTURY COLLEGE