GLENISE HICKLING
Laurelton
Summary
Airport Customer Service Agent providing safe, Top-Tier Customer Service to Delta Air Lines passengers to ensure that they have the most memorable trip(s). Also ensuring the services are executed as stipulated in documented policies and procedures.
Professional with comprehensive experience and readiness for role. Known for strong focus on team collaboration and achieving results. Adaptable and reliable, supporting colleagues effectively and responding to changing needs. Skilled in communication, problem-solving, and client relations. Recognized for integrity, determination, and results-driven approach.
Overview
10
10
years of professional experience
Work History
TOWER AGENT(Agent in Charge)
Delta Air Lines, Inc
JFK, NY
08.2026 - Current
- Supervise daily operations, monitored performance drivers, and ensured safe, clean, on-time service delivery with bags and proactive recovery as core brand commitment.
- Partner with gatekeeper to maintain on-time gate assignments for inbound and outbound flights.
- Compile and formatted daily operational updates to maintain consistent internal reporting.
- Coordinate cross-department and partner communication to maintain efficient operations.
- Liaising with OCC/SPT/FAA teams to manage IROP procedures when required, ensuring efficient communications are established, monitoring gating,staffing levels and airport initiatives (ground stop, ground delay).
- Deliver onboarding support and facilitated continuous training for team members across zone coordination and ramp control processes.
- Proficient in Delay Coding and Resolution for DC/Mainline.
- Proficient with Metering, Nexus, Bridge Desktop, Flight Family Communications and Web-GM
- Ramp Control qualified for all taxiways
- Prepare complete charter packages and distributed to departing and arriving charter teams to ensure timely information delivery.
TOWER AGENT
Delta Air Lines, Inc
JFK, NY
07.2023 - Current
- Liaising with the OCC regarding delays, medical emergencies or any type of service disruptions
- Provide instructions to cockpit crew on how to taxi aircraft safely to gate once on the ground
- Use of BDT,Flight Family,DL Term among other tools to input and obtain information
- Coordinating service activities and flight needs/changes with contracted service groups
- Monitoring aircraft and FAA frequencies
- Ensuring proper data is transmitted to internal and public information display screens and personnel
- Monitoring of inbound passengers/baggage connections
- Coding departure delays as necessary
- Coordinating gate returns with necessary departments as necessary
- Ensure customers have the proper documentation for travel
- Checking- in customers for current day flight
- Assist passengers with seat assignments
- Re-print boarding pass where necessary
- Checking customer luggage to their destination
- Ensuring that items being brought onboard are FAA regulated
CUSTOMER SERVICE REPRESENTATIVE
Delta Air Lines, Inc
JFK, Ny
10.2021 - 07.2023
- Coordinated catering support for first-class, Diamond Medallion, and special service request (SSR) passengers to maintain service standards and address passenger needs.
- Assisted with sample audit of security sheets and filing them in the respective files
- Monitored pre-departure setup status with inflight crew to support on-time departure readiness.
- Making announcements regarding the departing flight/ give flight status updates
- Efficiently managing the boarding process to meet an on-time departure
FREIGHT COORDINATOR
LASERSHIP
04.2021 - 10.2021
- Off-loading Amazon trucks, sorting packages based on zip codes.
- Updating the status of packages in the system and in Microsoft Excel, ensure that packages that are refused by customers are correctly labelled for return to the merchant.
- Forward packages to other Lasership locations that have been incorrectly sent to our location.
COMPLIANCE OFFICER
FIRST GLOBAL BANK
08.2016 - 01.2020
- Reviewed High Risk Customers based on Caseware Monitor alerts to identify and report suspicious activities and make recommendations accordingly;
- Reviewed and prepared Anti-Money Laundering Reports such as Threshold Transaction Report (TTR) and Suspicious Transaction Report (STR) to meet regulatory obligations
- Portfolio also included Control testing, Know Your Customer (KYC) review, Internal Control Reviews, Self-Audits and Branch Reviews Conduct to ensure compliance with banking regulations
- Assisted with reviewing customers that are reportable in line with FATCA regulations.
- Highlights: Experienced in executing daily monitoring for high-risk transactions such as wire transfers and identifying potential suspicious transactions. Contributed to the strengthening of the Compliance framework within the Department.
Education
BSC - Business Administration (Accounting)
University of Technology
Jamaica01-2016
undefined
Covenant of Mercy Academy 'Alpha'
Jamaica06-2011
Skills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Relationship building
- Organizational skills
- Goal-oriented mindset
- Clear communication
- Documenting information
- Critical thinking
- Flexible schedule
- Strong communication
- Operational efficiency
- Interpersonal skills
Timeline
TOWER AGENT(Agent in Charge)
Delta Air Lines, Inc
08.2026 - Current
TOWER AGENT
Delta Air Lines, Inc
07.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE
Delta Air Lines, Inc
10.2021 - 07.2023
FREIGHT COORDINATOR
LASERSHIP
04.2021 - 10.2021
COMPLIANCE OFFICER
FIRST GLOBAL BANK
08.2016 - 01.2020
undefined
Covenant of Mercy Academy 'Alpha'
BSC - Business Administration (Accounting)
University of Technology