Kevin Doran
Dearborn Heights,MI
Summary
Proficient airport services professional with 1 year experience in the industry. Strong interpersonal, multitasking and prioritization skills with a hardworking and flexible mentality. Analytical and critical thinker with a detail-oriented nature. Background includes handling customer service, sales and day-to-day requirements to keep Alaska airline operations moving in a smooth manner. Knowledgeable about issuing tickets, assisting with boarding and managing ramp services. Good communication, organizational and conflict resolution skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Red Coat Lead Agent
Unifi
Romulus, MI
01.2021 - Current
- Served as a point of contact for any complaints or requests from guests.
- Responded quickly and efficiently to emergency situations when necessary.
- Assisted customers with check-in and check-out processes including registration forms, payment methods.
- Managed gate operations, ensuring smooth boarding processes and addressing passenger inquiries.
- Provided excellent customer service to guests.
- Greeted customers and provided friendly customer service.
- Managed customer service inquiries and complaints.
- Handled escalated customer service issues as needed.
- Provided excellent customer service at all times.
- Greeted guests and provided customer service.
- Addressed customer service issues in a timely manner while demonstrating excellent customer service skills.
- Provided customer service when needed.
- Greeted clients and provided exceptional customer service.
- Assisted customers and provided excellent customer service.
- Managed daily operations of customer service center, including staff scheduling and customer service.
- Ensured that customer service standards were met by providing excellent customer service skills.
- Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
Passenger Service Agent
G2 Secure Staff
Romulus, MI
09.2019 - 01.2021
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Worked with Supervisor to develop customer service improvement initiatives.
- Delivered service and support to each customer, paving way for future business opportunities.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Trained new employees in procedures and policies in order to maximize team performance.
- Answered customer questions and addressed concerns, resulting in 50% reduction in complaint calls.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Educated customers on special pricing opportunities and company offerings.
- Upheld privacy and security requirements established by regulatory agencies.
- Utilized PA system to announce departures and changes to landings.
- Processed reservations and issued travel and hotel vouchers.
- Managed gate, ramp and cabin services for each flight.
- Collected baggage charges and accepted baggage for check-in.
- Recruited, trained and guided team members to offer every passenger top-notch service and support.
- Greeted passengers and provided boarding instructions.
- Kept a close eye on security concerns and adhered to all related requirements.
- Provided clients with assistance in preparing required travel documents and forms.
- Assembled and issued required documentation, such as tickets, travel insurance policies and itineraries.
Airport Passenger Assistan
Prospect Airport Services
Romulus, MI
01.2019 - 09.2020
- Greeted crew members, flight attendants and passengers in welcoming and friendly manner.
- Contacted customers to advise on travel conveyance changes and to confirm reservations.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Provided clients with assistance in preparing required travel
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Resolved interpersonal conflicts by listening, finding common ground and building relationships.
- Provided customers with information on routes, gates, prices, timetables, terminals and concourses.
Education
High School Diploma -
Crestwood High School
Dearborn Heights, MI5 1987
Skills
- Departures management
- Flight logs proofing
- Check-in procedures
- Issuing tickets
- Boarding support
- Passenger assistance
- Strong leadership
- Customer needs determination
- Customer service and care
Certification
- GSC,CRO,Trainer, Alaska Airline - 2020
Education and Training
other,Dearborn Heights, MI
Experience
[],["Reservation and Transportation Ticket Agents and Travel Clerks"]
Timeline
Red Coat Lead Agent
Unifi
01.2021 - Current
Passenger Service Agent
G2 Secure Staff
09.2019 - 01.2021
Airport Passenger Assistan
Prospect Airport Services
01.2019 - 09.2020
High School Diploma -
Crestwood High School
Similar Profiles
Nicholas CampbellNicholas Campbell
Head of Sales and Marketing at UniFiHead of Sales and Marketing at UniFi
Inna KibyshInna Kibysh
Cabin Leader at UnifiCabin Leader at Unifi
Nykerria StokesNykerria Stokes
Unifi Wheelchair Agent at UnifiUnifi Wheelchair Agent at Unifi
Sujaina ParajuliSujaina Parajuli
PSA at UnifiPSA at Unifi
Brianna TrohimczykBrianna Trohimczyk
Logistics Specialist/Assistant Project Manager at RXO LogisticsLogistics Specialist/Assistant Project Manager at RXO Logistics