Florine Edwards-williams

• Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access strong relationships with local community members to best practices, attending training sessions, and obtaining relevant certifications.
• Managed access control systems efficiently, ensuring accurate records of employee badges for restricted areas were maintained at all times.
• Trained new Security Officers in company policies, ensuring consistent knowledge across the team and adherence to established procedures.
• Ensured proper functioning of security equipment by performing routine inspections, maintenance, and coordinating repairs as needed.
• Reduced incident response times by implementing efficient emergency procedures and collaborating with local law enforcement agencies.
• Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
• Coordinated with other departments to enhance cross-functional collaboration for improved overall security strategy implementation.
• Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
• Checked and verified photo identification prior to granting facility access.
• Acted quickly during emergency situations to reduce opportunity for damage and injury.
• Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
• Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
• Screened individuals and prevented passage of prohibited articles into restricted areas.
• Conducted regular patrols of key areas to spot and control security concerns.
• Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
• Conducted training sessions for new security personnel to facilitate compliance with security protocols.
• Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
• Completed full building and grounds patrols to spot and investigate concerns.

• Developed and actualized customer service initiatives to decrease wait times.
• Improved operational efficiencies while managing customers, Check in, rebooking and baggage claims
• Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
• Resolved escalated customer complaints professionally and efficiently, restoring client confidence in the brand.
• Conducted regular staff training sessions on product knowledge, sales techniques, and customer service best practices.
• Increased sales through effective product recommendations and upselling techniques.
• Ensured compliance with all company policies regarding refunds or exchanges while providing excellent communication skills towards upset customers.
• Connected with customers by listening to concerns and answering questions.
• Gained familiarity with company products to answer customer questions and make recommendations.
• Connected with customers to address questions and resolve issues through phone and email.
• Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
• Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
• Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Participated in training and development to stay updated with company policies and procedures and improve customer service skills
• Prepared materials for skills development classes

• Maintained clean and neat shuttle for passenger comfort.
• Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
• Operated with safety and skill to avoid accidents and delays.
• Drove passengers( Delta employees) to and from A-E terminal.
• Pick-up and drop off to International terminal.
• Enhanced customer satisfaction by providing timely and efficient shuttle services to various destinations.
• Participated in ongoing training programs to remain current on industry best practices and regulatory changes.
• Checked vehicles for adequate supply of fuel, oil and other necessary fluids.
• Train new drivers, on different routes

Fast pace environment,

Create rental car reservations, process rentals, and provide clean and safe vehicles.

Communicating with uber drivers- Hertz partnership with UBER/LYFT.

Answer phones providing all rental care service inquiries about uber rental car program, rental requirements, billing, rental car extensions, roadside assistance, questions and more.

• Mentored junior agents within the team, sharing insights and best practices to support their professional growth and contributions to the agency''s success.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Training new rental agents and drivers
• Communication with law enforcement on stolen vehicles
• Analyzed client portfolios to identify potential gaps in coverage, offering suitable recommendations based on individual needs
• Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes
• Streamlined internal processes for improved efficiency and productivity within the agency
• Followed up on customers' inquiries to assess satisfaction with provided solutions
• Handled and promptly resolved customer complaints to maintain professional relationships
• Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles
• Used oracle to prepare order information related to products and services purchased
• Used basic computer skills to key customer names, addresses, statistical information, or other data
• Participated in trainings and seminars to improve skills set and knowledge
• Participated in training and development to stay updated with company policies and procedures and improve customer service skills
• Prepared materials for skills development classes

Check In passengers, rebook and baggage service.

Gate agent boarding and deboarding passengers

• Conducted regular staff training sessions on product knowledge, sales techniques, and customer service best practices.
• Resolved escalated customer complaints professionally and efficiently, restoring client confidence in the company
• Built strong relationships with customers by consistently delivering outstanding service and follow-up support
• Participated in training and development to stay updated with company policies and procedures and improve customer service skills
• Prepared materials for skills development classes for on the job training

Monitor international F Concourse Delta flights arrivals and departures assisting passengers in wheelchair operations, also monitor wheelchair agents and Zone leaders

Assuring that all employees are following company rules, policies,, procedures and regulations

Safety and quality

Assuring that flights are covered and agents are at gates in time of passengers arrival and departures

Monitor the international lobby assuring passengers are assisted to other concourse, also assuring that chairs are available on the concourse.

When needed assist passengers to Customs Border Portal (Blackseal Endos) to complete their entering the states process before connecting flights or local.

Communicate with Delta agents, Delta supervisors and Delta red coat on any passengers assist on F Concourse.

Monitor zoneleaders and assign their gates for pre-boards carry-on and offs are also alise chairs, assuring that passengers are assisted on time and safely, successfully monitoring the gates by time, dividing between the amount of ZL i have on duty and assisting when and where ever needed working as a team.

Maintained up-to-date knowledge and information about the operation, communicate with my manager on duty any concerns or questions.

• Monitor dispatchers assuring agents are assigned to incoming and maintained and communicated daily via emails with all the operations team.
• Schedule dispatchers and assign them to courses.
• Successfully managed production activities so deals are on time to assist our passengers safe and on time.
• Monitor agents assure that they report to deals assigned to assist our passengers with all travel services with wheelchair department.
• Monitor the emails and report info on delays of aircrafts, verifying that all times and process involving the delays are correct, checking by calling and doing a tight investigation on delays concerning our operation ( Wheelchair) department.
• Communicate with concourse supervisors to help with agents assisting them to flights to assist passengers.
• Communicate with radio room to assure agents receive devices to update locations to remain available for deals to assist.
• Implemented performance, quality and efficiency measures to achieve our operational goals and that is to assist our passengers in a safe timely manner on time at all times effectively.

Submit all documents at the end of each shift in a timely manner with emails or fax.

Inspect how many buses, present fuel and available operational uses.

Monitor drivers assuring them in time to arrive at sheds also leaving on time

Picking up and dropping off passengers safely

Respond and assist all accident situations, also drivers in need of any problems or questions they may need assistance with

Supervise truck cargo security at the airport truck pass parking

Maintained and communicated daily productivity.

Planned, directed, coordinated and assigned manpower to meet aggressive production schedules and routes for drivers

Drove daily production activities with effective communication and leadership.

Completed and maintained accurate and organized records, documents and reports.

Participated in training and development to stay updated with company policies and procedures and improve customer service skills
Prepared materials for skills development training

Transporting students to schools and fieldtrips

Inspected the buses for defects and safe operating conditions during, before and after trips

Attended and participated in all traffic safety meetings

Submitted all documentation in a timely manner

• Contributed to district-wide fuel efficiency initiatives by practicing mindful driving techniques and minimizing idle time
• Maintained accurate records of student pick-ups and drop-offs safely, ensuring proper documentation for school administration purposes
• Supported special needs students by accommodating individual requirements and ensuring their comfort throughout the journey
• Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior
• Kept parents informed of schedule changes or other relevant updates through clear communication channels
• Complied with all relevant state and federal regulations regarding school transportation services, ensuring the safety and well-being of students at all times
• Streamlined boarding procedures, implementing an organized system that ensured timely departures from each stop along the route

Deliver vehicles to and from their destination : box trucks such as UPS trucks, bread trucks, school bus, coach bus, power utility trucks and tractors without trailers statewide

• Assisted in maintaining a clean and organized fleet of transport vehicles, ensuring optimal performance and presentation
• Enhanced daily productivity through meticulous organization of paperwork related to vehicle pick-up/drop-off schedules and assignments
• Demonstrated strong problem-solving abilities when faced with unexpected delays or challenges during transport, ensuring minimal impact on customers

Supervise, dispatch, answer phone, provide information to parents, emergency services, school board staff and drivers.

Monitor drivers on their routes assuring students are delivered to school and home safely on time.

Assist transporting student to and from school and fieldtrips when needed.

Respond and report to all accidents

Report damage and malfunctions involving school board cars and bus.

Inspect drivers bus for defects all year round

Attend all management transportation courses, meetings and seminars.

Partnered successfully with school staff and parents to produce information on students whereabouts.

• Transported passengers safely along prescribed routes according to tight schedules.
• Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.