Fergus Gomes
821 N Neva Ave Addison,IL
Summary
Accomplished professional with over 15 years of experience in the aviation and hospitality industries, specializing in airport operations, customer service, and team leadership. Proven ability to manage high-pressure environments, lead diverse teams, and deliver top-quality service. Strong communication skills, both written and verbal, with a demonstrated history of maintaining excellent client and customer relations. Adept at multitasking, prioritizing tasks, and driving operational efficiency with a strong sense of responsibility and urgency
Overview
15
15
years of professional experience
Work History
Supervisor of Operations
Global Aviation Management
Chicago , IL
2016.03 - 2024.08
- Ensured security staff is properly trained and certified in accordance with company policies and local regulations.
- Monitored security operations to ensure compliance with established procedures and standards.
- Investigated incidents, wrote detailed reports, and made recommendations for improvements in the security program.
- Supervised access control at all entrance points of the facility, ensuring only authorized personnel are granted entry.
- Responded quickly to emergency situations as they arise by deploying appropriate resources and personnel.
- Maintained records of all incidents that occurred on site including lost and stolen items and unauthorized persons present.
- Created schedules for security personnel shift rotations and monitored staffing levels to ensure adequate coverage at all times.
- Collaborated closely with law enforcement agencies to provide assistance during investigations or emergencies.
- Assessed current Security processes and procedures periodically making adjustments as needed in order maximize efficiency.
Customer Service Agent
Ethiopian Airlines (GHA-WFS) O'Hare INTL Airport
Chicago , IL
2021.03 - 2021.07
- Greeted passengers and assisted with their inquiries.
- Checked in passengers, assigned seats, and issued boarding passes.
- Verified identification of passengers for security purposes.
- Weighed luggage and collected fees for excess baggage.
- Answered customer questions regarding flight information, airport amenities, and travel regulations.
- Processed ticket refunds for cancelled or delayed flights.
- Assisted customers with reservations, cancellations, and rebooking flights as needed.
- Ensured all safety protocols were followed during the check-in process.
- Managed customer complaints in a professional manner while providing solutions to resolve issues.
- Informed passengers of any changes in flight schedules or other travel related matters.
- Maintained accurate records of passenger manifests and checked luggage tags.
Public Safety Officer
Edward-Elmhurst Hospital
Elmhurst , IL
2020.11 - 2021.02
- Welcomed visitors and patients to the hospital.
- Prepared detailed incident reports following investigations.
- Attended training sessions related to public safety issues such as first aid and CPR certification courses.
- Communicated effectively via radio transmissions with other officers while patrolling assigned area.
- Ensured compliance with safety regulations and policies by performing daily inspections of the facility.
- Monitored traffic flow on campus, providing directions and responding to emergency situations as needed.
- Responded quickly to alarms, calls for assistance, emergencies, or reports of suspicious persons or activities.
- Performed first aid and CPR when necessary until medical personnel arrived on scene.
Food Cordinator
Do & Co
Jamaica , NY
2010.01 - 2016.02
- Coordinated with a team of associates, ensuring high standards of food safety, hygiene, and customer service.
- Collaborated with chefs and management to create menus and deliver superior quality food offerings in the lounge.
- Managed client relationships and ensured compliance with health, safety, and food safety regulations.
- Completed monthly reports and provided innovative solutions to operational challenges, enhancing overall efficiency.
- Coached and mentored staff to maintain excellent service standards in a high-end, fast-paced environment
Education
Bachelor of Arts -
Chittagong College
Chittagong ,Bangladesh2000-09
GED -
St. Placids High School
Chittagong, Bangladesh1998-07
Skills
- Supervisory, leadership, and management skills with a Diverse range of years and experience
- Expertise in maintaining client and customer relations
- Physically fit and able to perform work duties.
- Exceptionally strong comprehension of computer - based technology.
- Able to remain calm in a crisis situation.
- Strong written and verbal communication skills
- Proven ability to multi-task and prioritize in high-pressure environments
- Initiative-driven with a strong sense of urgency and responsibility
- Flexible and adaptable in meeting operational needs
- Focused on delivering high-quality service and achieving operational excellence
- Fast Learner
Languages
- English, Bangla and Hindi
References
References available upon request.
Timeline
Customer Service Agent
Ethiopian Airlines (GHA-WFS) O'Hare INTL Airport
2021.03 - 2021.07
Public Safety Officer
Edward-Elmhurst Hospital
2020.11 - 2021.02
Supervisor of Operations
Global Aviation Management
2016.03 - 2024.08
Food Cordinator
Do & Co
2010.01 - 2016.02
Bachelor of Arts -
Chittagong College
GED -
St. Placids High School
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