Summary
Overview
Work History
Education
Skills
Timeline
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Kerrigan E. Harlow

Riverdale,USA

Summary

To obtain a position assisting and providing exceptional hospitality to customers and the business.

Overview

11
11
years of professional experience

Work History

Guest Experience Specialist

Signature Aviation
08.2023 - Current
  • As an Aviation Customer Service Representative, I am entrusted with diverse array or responsibilities aimed at bolstering the operational efficiency of fixed-based facility while maintaining an unwavering commitment to delivering superlative customer service experiences on a consistent basis.
  • Meticulously oversee the seamless and accurate coordination, delivery, and billing of concierge services and other amenities in strict adherence to Signature’s established protocols and procedures.
  • In my capacity as an Aviation Customer Service Representative, my primary responsibility entails engaging in high-frequency radio communication with pilots both during flight and on the ground, facilitating the coordination of services and accommodating any specific requests pertaining to the aircraft before its arrival at the Fixed-Based Operation (FBO).
  • Grant chauffeurs and authorized vehicles permission to access the ramp area for the purpose of passenger pick-up.
  • Signature’s GES's facilitate the entry of charter flight details for sport teams into the system in preparation for forthcoming events.
  • Arrange rental car reservations for passengers, pilots, and the crew members, ensuring that the vehicles are readily available upon their arrival.
  • Entrusted by my General Manager, I have been afforded the opportunity to travel to various Signature Aviation FBOs to provide assistance, with my most recent assignment being at Signation Aviation PBI in West Palm Beach, FL.
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
  • Streamlined check-in/out processes for improved efficiency and reduced wait times.
  • Conducted regular staff trainings on guest relations best practices, elevating the overall level of service provided by team members.
  • Ensured adherence to brand standards throughout all aspects of day-to-day operations.
  • Enhanced operational efficiency by proactively identifying areas for process improvement within the department.
  • Consistently delivered exceptional customer service, resulting in increased positive feedback and return visits.
  • Assisted front desk operations by fielding phone calls, responding to emails, and greeting walk-in guests professionally.
  • Streamlined communication between departments to improve coordination efforts in delivering seamless guest experiences.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Developed strong relationships with guests, fostering loyalty and repeat business through attentive service and genuine care.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.

Customer Sales Representative

Hertz
03.2022 - 08.2023
  • Deliver unparalleled customer service of the highest caliber be facilitating Hertz reservation inquires and assisting patrons at the counter.
  • Presented Hertz product offerings to guarantee the safety, satisfaction, and Hertz vehicle rental experience.
  • Addressed customer inquiries and issues with a high degree of professionalism and efficiency, ensuring swift resolution and customer satisfaction.
  • Provide customer assistance during vehicle wait times by monitoring queues and vehicle availability to ensure a seamless and efficient service experience.
  • Built strong relationships with clients through attentive service, leading to repeat business and referrals.
  • Emphasized product specifications to meet customer needs.
  • Enhanced the overall customer experience by providing personalized recommendations based on their preferences and needs.
  • Recognized as a top performer within the sales team due to consistent achievements in meeting or exceeding targets month over month.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Upsold additional products or services when appropriate, contributing to higher average transaction values per sale.

Cabin Service Lead

Delta Airlines
11.2021 - 05.2022
  • Collaborate with a dynamic team to uphold the Delta Care Standard of cleanliness for all aircraft interiors, ensuring a consistent level of excellence on each flight.
  • Initiate communication with the Operational Service Manager (OSM) to address and rectify any discrepancies or issues related to flights in a timely and efficient manner.
  • Ensure thorough cleaning and preparation of all flights prior to scheduled departure times to uphold exceptional standards of cleanliness and readiness.
  • Consistently upholding high standards of professionalism and demonstrating a positive demeanor.
  • Conduct thorough aircraft security inspections in strict adherence to the latest safety and security protocols and regulatory mandates.
  • Adhere to a safety-first approach by demonstrating vigilant safety practices across all operational processes and procedures.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.

Dispatcher

FSM Group
01.2021 - 12.2021
  • Furnish comprehensive and meticulous reports to the team lead, supervisor, and manager regarding matters pertaining to fueling procedures, gate alterations, fuel price escalations, and flight schedule delays.
  • Initiate communication with Delta maintenance personnel and Delta coordinators to address and resolve any discrepancies and operational issues pertaining to flights.
  • Address fuelers concerns with a high level of professionalism and efficiency, ensuring prompt and effective resolutions of issues.
  • Ensure that all aircrafts are fully fueled prior to their scheduled departure times.
  • Implement a structured break schedule for fueling personnel.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
  • Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.

Gold Choice Lead

Hertz
01.2018 - 04.2020
  • Deliver exceptional customer service by overseeing rental transactions and returns with the upmost attention to detail and professionalism.
  • Greeted and provided dedicated assistance to Hertz Gold and counter clientele with a focus on exceptional service and personalized support.
  • Presented Hertz products, including coverage options and fuel services, to enhance customer safety, satisfaction, and comfort throughout their Hertz vehicle rental experience.
  • Addressed and resolved customer concerns with a focus on effective problem-solving and exceptional service delivery.

Supervisor/Security Guard

Allied Universal
11.2017 - 01.2018
  • Logged the arrivals and departures of vendors, guests, and employees in a meticulous and professional manner.
  • Handled incoming calls and conducted surveillance camera reviews for managerial staff in a proficient and professional manner.
  • Conducted vigilant monitoring of surveillance cameras and conducted patrols of the parking lot to detect and address any signs of suspicious activities in a proactive and professional manner.
  • Conducted comprehensive weekly inventory audits across all sections of the store to ensure accurate stock levels and optimal operational efficiency.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Customer Service Representative

UnitedHealthcare
06.2017 - 09.2017
  • Delivered cost-effective healthcare plan options and extended exclusive sales pricing to premium members for enhanced value and customer satisfaction.
  • Coordinate member appointments and administer appropriate medication regimens in accordance with prescribed protocols to optimize healthcare outcomes and patient well-being.
  • Recorded and stored relevant information in the members’ profiles meticulously to ensure comprehensive documentation and easy access to essential data for personalized service delivery.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Lead Bartender

Heritage Golf Links
12.2014 - 03.2016


  • Organized and coordinated tournaments, special events, weddings, and social gatherings for members with precise attention to detail and a focus on delivering memorable and seamless experiences.
  • Supported the monthly process with active involvement and assistance to ensure accurate stock management and control.
  • Conduct comprehensive training sessions for new employees on beverage preparation techniques and the operation of the Point of Sales (POS) system.
  • Provide comprehensive training to new employees on the beverage cart, including serving golfers snacks, beer, and non-alcoholic beverages at designated holes during tee time.
  • Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
  • Resolved customer complaints promptly and professionally, preserving positive relationships between the business and its clientele.
  • Trained new bartenders on company policies, drink recipes, and customer service best practices to maintain consistent performance across the team.
  • Upsold daily specials and beverage promotions to exceed daily sales goals.
  • Maintained a clean and well-organized bar area, ensuring compliance with sanitation standards and enhancing guest experience.
  • Managed cash handling procedures accurately, reducing discrepancies in daily financial reports.

Education

B.A. - Applied Art and Design

Middle Georgia State University
Macon, GA
06.2025

Associates of Applied Science -

Southern Crescent Technical College
Griffin, GA
08.2016

General Diploma -

Charles Drew High School
Riverdale, GA
05.2012

Skills

  • Microsoft Word
  • PowerPoint
  • Excel
  • Spreadsheet
  • Exceptional communication
  • Guest relations
  • Strong interpersonal skills
  • Detail-oriented
  • First aid training
  • Data entry
  • Payment processing
  • Multitasking Abilities

Timeline

Guest Experience Specialist

Signature Aviation
08.2023 - Current

Customer Sales Representative

Hertz
03.2022 - 08.2023

Cabin Service Lead

Delta Airlines
11.2021 - 05.2022

Dispatcher

FSM Group
01.2021 - 12.2021

Gold Choice Lead

Hertz
01.2018 - 04.2020

Supervisor/Security Guard

Allied Universal
11.2017 - 01.2018

Customer Service Representative

UnitedHealthcare
06.2017 - 09.2017

Lead Bartender

Heritage Golf Links
12.2014 - 03.2016

Associates of Applied Science -

Southern Crescent Technical College

General Diploma -

Charles Drew High School

B.A. - Applied Art and Design

Middle Georgia State University

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