FREDERICK HADNOT-MURRAY
Atlanta
Summary
Results-driven aviation professional with a proven ability to streamline operations, elevate customer experience, and stabilize high-pressure environments. Experienced TDY leader known for sharp judgment, strong team coordination, and improving performance across multiple stations. Brings a calm, strategic approach to problem-solving and delivers measurable results that support operational excellence and organizational growth.
Overview
21
21
years of professional experience
Work History
Airport Customer Service (ACS)
Delta Air Lines
Atlanta
06.2014 - Current
- Delivered high-quality customer service during check-in, boarding, and arrivals, resolving passenger issues quickly and professionally.
- Coordinated gate operations to support on-time departures, verifying documentation, managing boarding, and communicating with flight crews and ramp teams.
- Ensured compliance with TSA, FAA, DOT, and Delta policies while maintaining a safe and efficient gate environment.
- De-escalated conflicts, handled oversells and irregular operations, and provided solutions with strong judgment under pressure.
- Served on Delta’s TDY support team, traveling to multiple stations to assist operations during tropical storms, peak travel periods, and IROC-related disruptions.
- Trained and supported new hires, improving team performance and operational consistency.
- Served as Agent in Charge (AIC), making real-time decisions on the spot, flight irregularities, and passenger escalations.
Ramp Agent
Delta Air Lines
Atlanta
03.2012 - 06.2014
- Safely loaded and unloaded baggage, cargo, and mail while following weight-and-balance procedures.
- Marshaled aircraft during arrivals and departures and set up required safety equipment (cones, chocks, GPU, air units).
- Operated ground service equipment including tugs, belt loaders, and bag carts.
- Supported fast, efficient aircraft turns by communicating with gate, load control, and operations teams.
- Ensured compliance with FAA, TSA, DOT, and Delta safety standards while maintaining a clean, hazard-free ramp.
- Assisted with mobility devices, gate-checked bags, and special items, providing timely support to ACS and flight crews.
Sales Manager
ESPN Zone
Atlanta
02.2005 - 01.2012
- Oversee daily operations to uphold ESPN standards and top-tier guest experiences.
- Lead, train, and supervise bar and restaurant staff.
- Drive sales through promotions, game-day events, and partnerships.
- Manage high-volume crowds during major sports broadcasts.
- Coordinate with ESPN marketing on promotions and special events.
- Handle inventory, ordering, and cost control.
- Resolve guest concerns quickly and professionally.
- Ensure compliance with safety, food, and alcohol regulations.
Education
Master of Science - Psychology
University of Phoenix
Tempe, AZ 01.2026 - 12.2025
Bachelor of Science - Technical Management
DeVry University
Decatur, GABachelor of Science Coursework - Mathematics Major, Education Minor
Morehouse College
Atlanta, GASkills
- Leadership & Staff Development
- Project & Operations Management
- Customer Service Excellence
- Process & Efficiency Optimization
- Conflict Resolution & Team Motivation
- Cross-Functional Collaboration
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Strategic Communication & Problem Solving
- Agent in Charge (AIC) Decision-Making
- TDY Station Support & Crisis Response
- High-Pressure Customer Service
- Conflict Resolution & De-escalation
- Strategic Communication
Timeline
Master of Science - Psychology
University of Phoenix
01.2026 - 12.2025
Airport Customer Service (ACS)
Delta Air Lines
06.2014 - Current
Ramp Agent
Delta Air Lines
03.2012 - 06.2014
Sales Manager
ESPN Zone
02.2005 - 01.2012
Bachelor of Science - Technical Management
DeVry University
Bachelor of Science Coursework - Mathematics Major, Education Minor
Morehouse College