Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Franklin Ballou

Miami,FL

Summary

Have over 25 years of multicultural customer service experience all of it directly associated to the travel/ airport industry. Have traveled extensively in the United States, the Caribbean, Central and South America and Europe. Posses native level skills both verbal and written in Spanish and English. Have strong negotiation skills and have the ability to multitask and to operate in a team driven environment Personable travel agent used to fast-paced, deadline-driven environments. Dedicated travel and transportation professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experience in prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Punctual self-starter with strong organizational and analytical skills. . Terrific communicator .

Consistently delivers best client experiences resulting in repeat business and market expansion.

Overview

25
25
years of professional experience
2
2
Certification

Work History

Personal Vacation Planner

Norwegian Cruise Line
Miami, Florida
04.2021 - Current
  • Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
  • Arranged travel accommodations for groups, couples, executives and special needs clients.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Responded to clients' questions, issues and complaints and implemented appropriate solutions.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
  • Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
  • Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.

Customer Service Associate

Walmart
Miami, Florida
10.2019 - 03.2021
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.

Company Owner

A&E Crew Transport Inc.
Miami, Florida
07.2005 - 04.2013
  • Managed 26 employees by supervising daily tasks.
  • Aligned branding initiatives and sales strategies with client goals.
  • Supported company goals through careful reinvestment of profits.
  • Motivated employees to consistently improve performance through company-wide incentive plans.
  • Reduced personnel turnover and promoted employee development by recruiting team-oriented candidates and implementing new training practices.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Trained new employees on proper protocols and customer service standards.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Drafted invoices for completed work.
  • Built loyal account base and long-term business relationships with airline accounts.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Demonstrated exceptional knowledge of process optimization in relation to profit and loss.
  • Interacted well with customers to build connections and nurture relationships.
  • Developed and rolled out new policies designed to bolster productivity and reduce overall costs.
  • Monitored over 26 employees' day-to-day activities and made plans to rectify issues.

Airside Operations Agent

Miami Dade Aviation Department
Miami, Florida
02.1988 - 07.2005
  • Monitored safety-sensitive zones and enforced security measures throughout ground operations.
  • Inspected runways and taxiways, airfield lighting, parking aprons, hangars, fuel storage areas and perimeter fences and gates for hazardous aviation conditions.
  • Attended and completed required online and in-person training and mentored newer agents in advanced roles.
  • Understood FAA, TSA and airport regulations and verified compliance.
  • Collaborated with maintenance crews and air traffic control to resolve problems and facilitate seamless operations.
  • Spearheaded personnel safety initiatives to foster safe operating environment for all aircraft operations.
  • Monitored airfield duties and personnel to make proactive changes to procedures, workflows and task responsibilities to maintain operations targets.

Supervisor Passenger Services

Eastern Airlines
Miami, Florida
08.1970 - 02.1988
  • Oversaw ticketing, gate and ramp services.
  • Managed team member schedules and work assignments.
  • Processed information quickly to take immediate action during unexpected or serious situations.
  • Partnered with flight department to meet inflight and station operational obligations.
  • Championed safety, customer experience and associate programs to foster well-being and achieve corporate compliance.
  • Fostered partnerships and supportive relationships with local airport operations to facilitate corporate initiatives.
  • Maintained and completed administrative records and documents to meet company requirements.

Education

No Degree - Business Administration And Management

University of Puerto Rico
San Juan, PR

Associate of Arts - Business/ Nursing

Miami Dade College
Miami, FL
08.2013

Skills

  • Transportation Booking
  • Customer Relations
  • Customer Satisfaction
  • Sensitive Information Handlin
  • Foreign Country Regulations
  • Travel Itineraries
  • Ground Transportation
  • Travel Bookings Processes
  • Data Communications
  • Alternative Transportation
  • Airline Regulations
  • Creative Solutions
  • Company Guidelines and Procedures
  • Accurate Documentation
  • Regulatory Requirements
  • Accurate Reporting
  • Operational Efficiency
  • Travel Knowledge
  • Global Economy
  • International and Domestic Travel
  • Team Member Collaboration
  • Conflict Resolution Techniques
  • Transportation and Logistics Coordination
  • Selling Skills
  • Personal Travel
  • Emergency Calls
  • Customer Inquiry and Response
  • Customs and Immigration Policies
  • English Fluency
  • Negotiating Rates
  • Project Requirements
  • ResearchTravel Cost Computation

Certification

EMT certified (expired)

CPR certified (expired)

Languages

English
Native or Bilingual
Spanish
Native or Bilingual
French
Elementary

Timeline

Personal Vacation Planner

Norwegian Cruise Line
04.2021 - Current

Customer Service Associate

Walmart
10.2019 - 03.2021

Company Owner

A&E Crew Transport Inc.
07.2005 - 04.2013

Airside Operations Agent

Miami Dade Aviation Department
02.1988 - 07.2005

Supervisor Passenger Services

Eastern Airlines
08.1970 - 02.1988

No Degree - Business Administration And Management

University of Puerto Rico

Associate of Arts - Business/ Nursing

Miami Dade College
Franklin Ballou