Harold Dauphin
PEMBROKE PNES,FL
Summary
Dynamic Airport Operations Agent with Miami-Dade County Aviation Department, skilled in crisis management and superior customer service. Achieved a significant reduction in customer complaints through proactive problem-solving and effective communication. Proven ability to enhance operational efficiency while ensuring compliance with safety regulations and fostering a collaborative team environment.
Overview
15
15
years of professional experience
5
5
Certification
Work History
Airport Operations Agent
Miami-Dade County Aviation Department
2100 NW 42nd Ave, Miami
11.2023 - Current
- Assures that the employees are working in areas as assigned; prepares reports detailing observations of Janitorial service employees performance and compliance with prescribed regulations.
- Reduced customer complaints by providing exceptional service to passengers and promptly addressing concerns.
- Provides assistance, information, and customer assistance to passengers and visitors in various areas of the airport.
- Contributed to emergency preparedness initiatives by participating in drills and staying informed about best practices for crisis response scenarios.
- Exercise supervisory responsibility of subordinate employees engaged in day-to day routine specialized functional areas of the airport including terminal.
- Reviews a variety of reports prepared by subordinates concerning field inspections, non routine incidents, accidents, and other significant events.
- Oversaw daily airport operations, ensuring compliance with safety and security regulations.
Tax Specialist/General Manager
New Generation Tax Professional, Inc.
Pembroke Pines, FL
05.2018 - Current
- Analyzed tax regulations and compliance requirements to ensure accurate reporting and filing.
- Developed tax strategies that minimized liabilities and maximized client benefits.
- Reviewed financial documents for accuracy, ensuring adherence to federal and state tax laws.
- Collaborated with clients to gather necessary information for effective tax preparation and planning.
- Prepared detailed tax returns for individuals and small businesses, enhancing accuracy and efficiency.
- Managed a diverse portfolio of clients, delivering high-quality service and fostering long-term relationships.
Airport Public Service Assistance
Miami Dade Aviation Department
Miami, FL
05.2011 - 11.2023
- Provides assistance, information, and directions for travelers and visitors to Miami International Airport concerning Airport Services and facilities, ground transportation, local restaurants, and entertainment, tours and other traveler and visitor needs.
- Receives complaints from the public regarding airport services and facilities or experiences with local business concerns; attempts to resolve complaints to appropriate authorities.
- Operate paging system with local area and terminal-wide reach to provide information to passengers, airport personnel, and members of general public.
- Provides training, guidance and assistance to a staff of airport receptionists on an assigned shift, engaged in assisting international passengers in processing through U.S. Customs and Immigration.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Education
Ph.D. - Theological Studies
Harvest Reapers International School of Theology
Broward County, Florida05-2021
Master of Arts - Theology
Harvest Reapers International School of Theology
Broward County, Florida05-2019
Associate of Science - Social Science And Humanities
LaGuardia Community College
Long Island City, NY06-2001
Skills
- Strong decision-making
- Efficient multitasking
- Ground support coordination
- Superior customer service
- Professionalism and courtesy
- Reliable punctuality
- Airport safety awareness
- Problem-solving abilities
- Effective communication
- Interpersonal skills
- Crisis management
- Written communication
Accomplishments
- Managed 18 team members focused on excellent customer service, with strong track record of exceeding objectives.
- Improved team efficiency by implementing key process adjustments.
- Earned "Employee of the month" Award in 2024.
- Achieved two rewards and recognition in 2025 through effectively helping with great customer service.
- Achieved numerous recommendations from highly satisfied clients.
Certification
- Certified Chaplain
- Certified Ordained minister
- Certified Prevention training - Crisis Intervention
- Certified prevention training - active shooter
- Certified anger management coach
Languages
English
Native or Bilingual
French
Native or Bilingual
Haitian Creole
Native or Bilingual
Timeline
Airport Operations Agent
Miami-Dade County Aviation Department
11.2023 - Current
Tax Specialist/General Manager
New Generation Tax Professional, Inc.
05.2018 - Current
Airport Public Service Assistance
Miami Dade Aviation Department
05.2011 - 11.2023
Master of Arts - Theology
Harvest Reapers International School of Theology
Ph.D. - Theological Studies
Harvest Reapers International School of Theology
Associate of Science - Social Science And Humanities
LaGuardia Community College