JERREL MASON
Warren,MI
Summary
Results-driven Supervisor with 5+ years of experience leading to improve operational efficiency and deliver exceptional customer experiences. Skilled in coaching and developing employees, resolving complex customer concerns, monitoring performance, and implementing process improvements. Strong communicator with a proven ability to motivate teams, maintain high service standards, and achieve organizational goals in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Duty Supervisor
Southwest Airlines
Dallas, TX
09.2021 - Current
- Coordinated with all departments to ensure on-time performance, enhance employee morale, and improve customer satisfaction
- Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment
- Meet or exceed performance goals through effective decisions
- Forecasted operational situations to drive performance processes and mitigate potential impacts
- Monitored results against key metrics and held responsible parties accountable for outcomes
- Perform administrative duties, such as building shift bids, closing bids, daily work assignments, daily payroll, and attendance reports
- Respond to and resolve Customer questions, request, or complaints
Ramp Agent
Southwest Airlines
Dallas, TX
04.2019 - 09.2021
- Loaded and unloaded Company aircraft at designated locations
- Provided exceptional customer service to travelers and users of cargo or baggage services
- Delivered friendly service and maintained positive relationships with internal and external customers
- Collaborated with team members to achieve operational success
Production Operator
FCA Chrysler
Detroit, MI
05.2013 - 12.2017
- Operated production machinery and equipment in a fast-paced automotive manufacturing environment
- Assembled automotive components according to standardized work instructions, quality specifications, and safety procedures.
- Performed quality inspections to identify defects and ensure products met established standards.
- Achieved daily production goals by effectively managing workflow and prioritizing tasks. while maintaining accuracy, quality, and safety standards.
- Maintained clean, organized, safe workstation following company and OSHA safety requirements.
- Operated hi-lo and pallet jack to streamline material handling processes. a hi-lo, pallet jack as well as other warehouse equipment.
Education
Bachelor of Business Administration - Finance
Harris-Stowe State University
St. Louis, MO07-2020
Skills
- Operational management
- Operational Quality Assurance
- Safety compliance
- Workforce Management
- Operational Coordination
- Performance evaluation
- Office software
- Team leadership
- Time Management
- Attention to Detail
- Conflict Resolution
- Customer relations
- Communication
ADDITIONAL QUALIFICATIONS
- 5+ years of customer service experience
- Automotive manufacturing experience
- Supervisory and team leadership experience
- Experienced working in fast-paced, goal-oriented environments
- Strong communication and conflict-resolution abilities
Accomplishments
- 2026 JD POWER CUSTOMER SATIFACTION EXCELLENCE AWARD
Timeline
Duty Supervisor
Southwest Airlines
09.2021 - Current
Ramp Agent
Southwest Airlines
04.2019 - 09.2021
Production Operator
FCA Chrysler
05.2013 - 12.2017
Bachelor of Business Administration - Finance
Harris-Stowe State University