Summary
Overview
Work History
Education
Skills
Timeline
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Frank Austin

Newburgh,NY

Summary

A dynamic professional with a proven track record in the transportation industry, blending hands-on experience as a customer service agent and leadership as an MTA Superintendent. Offering a unique perspective, having excelled in both front-line passenger service and managerial roles.

Overview

35
35
years of professional experience

Work History

Customer Service Agent

American Airlines
11.2018 - 04.2022
  • Assisted passengers with flight reservations, ticketing, and check-in procedures.
  • Resolved customer inquiries and issues in a courteous and efficient manner to ensure a positive travel experience
  • Effectively communicated flight information, delays, and updates to passengers through various channels, including in-person, phone, and email.
  • Collaborated with team members and other departments to address customer concerns promptly.
  • Provided support to passengers with baggage-related concerns, including lost luggage, damaged items, and mishandled baggage claims.
  • Checked passengers in for flights, issued boarding passes, and managed seat assignments.
  • Assisted passengers with gate changes, rebooking, and other flight-related adjustments.
  • Demonstrated the ability to remain calm and composed in high-pressure situations, such as flight delays, cancellations, and weather-related disruptions.
  • Followed American Airlines' protocols for accommodating passengers during irregular operations.

Superintendent of Transportation

Metropolitan Transportation Authority
05.1987 - 08.2018
  • Oversaw day-to-day operations of a complex transportation system, ensuring the efficient movement of millions of passengers daily.
  • Led a team of managers and staff responsible for maintaining and improving the MTA's transportation infrastructure.
  • Implemented and enforced safety protocols, ensuring compliance with federal and state regulations to minimize accidents and incidents.
  • Collaborated with safety agencies to improve and maintain a strong safety culture within the organization.
  • Developed and executed emergency response plans, ensuring the safety and well-being of passengers and employees during unforeseen events, such as natural disasters and service disruptions.
  • Implemented key performance indicators (KPIs) to monitor service quality, on-time performance, and passenger satisfaction.
  • Analyzed operational data to identify areas for improvement and make data-driven decisions.
  • Worked collaboratively with labor unions, negotiating contracts and resolving labor disputes.
  • Focused on improving the passenger experience by enhancing station amenities, cleanliness, and information dissemination.
  • Implemented new technologies, including automated fare collection systems and real-time service updates, to enhance efficiency and convenience for passengers.

Education

Associate of Science - Labor Studies

Cornell University
Manhattan, NY
09.1989

Skills

  • Information Verification
  • Outstanding Communication Skills
  • Customer Service
  • Reservation and Ticketing Systems
  • Gate Operations
  • Geographic Knowledge
  • Attention to Detail
  • Communication

Timeline

Customer Service Agent

American Airlines
11.2018 - 04.2022

Superintendent of Transportation

Metropolitan Transportation Authority
05.1987 - 08.2018

Associate of Science - Labor Studies

Cornell University

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Frank Austin