Kirkland Mossen
South Richmond Hill,NY
Summary
Professional with strong background in passenger services, adept at managing customer interactions and resolving issues efficiently. Skilled in coordinating with team members to ensure seamless operations and consistently meeting service standards. Known for adaptability, clear communication, and focus on delivering positive outcomes.
Overview
5
5
years of professional experience
Work History
Wheelchair Passenger Service Agent
ERMC Aviation Services – JFK International Airport Terminal 4
11.2025 - Current
- Deliver exceptional customer service while assisting passengers throughout one of the nation's busiest international airports.
- Safely transport passengers with mobility limitations, elderly travelers, and passengers with special needs while ensuring comfort, dignity, and timely service.
- Communicate with hundreds of domestic and international travelers, adapting to different cultures, personalities, and language barriers.
- De-escalate stressful situations involving delayed flights, missed connections, long wait times, and frustrated passengers by remaining calm, patient, and solution-oriented.
- Build trust and positive relationships with passengers by providing friendly, attentive, and personalized service from arrival to departure.
- Explain airport procedures, terminal navigation, and boarding processes clearly to help passengers feel informed and comfortable.
- Coordinate with airline employees, gate agents, TSA officers, and airport personnel to ensure efficient passenger assistance and on-time travel.
- Prioritize multiple requests in a fast-paced environment while maintaining professionalism and excellent customer service.
- Consistently receive positive feedback from passengers for professionalism, patience, and willingness to go above and beyond.
- Represent ERMC Aviation Services with a positive attitude and strong commitment to customer satisfaction.
Post-Event Shift Clean-Up Team Member
Collins Building Services Inc.
02.2024 - 11.2025
- Maintained clean, organized, and safe work environments while meeting strict deadlines.
- Worked efficiently both independently and as part of a team during large events.
- Demonstrated reliability by covering shifts during holidays, coworker absences, and peak periods.
- Built strong working relationships with coworkers and supervisors through professionalism and teamwork.
- Completed assignments accurately while maintaining high standards of quality and safety.
Camp Counselor and Head of Maintenance
STEP Summer Camp – Laurelton
06.2023 - 08.2023
- Supervised and mentored campers while creating a safe, positive, and engaging environment.
- Built strong relationships with campers, parents, and fellow staff through excellent communication.
- Assisted in resolving conflicts and ensuring campers' safety and well-being.
- Coordinated maintenance responsibilities to keep facilities clean, safe, and operational.
- Delegated maintenance tasks and completed equipment repairs as needed.
Junior Custodian
Police Athletic League Inc.
06.2021 - 09.2021
- Maintained facility cleanliness through daily custodial responsibilities.
- Assisted with event setup and breakdown while working alongside staff members.
- Followed workplace safety procedures and proper equipment handling practices.
- Delivered courteous customer service by responding professionally to staff requests and facility concerns.
Education
Bachelor's - Aviation Administration
SUNY Farmingdale
07.2026
High School Diploma -
St Francis Preparatory High School
01.2022
Skills
- Customer service management
- Strong organization
- Cross-cultural sensitivity
- Investigating problems
- Active listening
- Coordinating schedules
Timeline
Wheelchair Passenger Service Agent
ERMC Aviation Services – JFK International Airport Terminal 4
11.2025 - Current
Post-Event Shift Clean-Up Team Member
Collins Building Services Inc.
02.2024 - 11.2025
Camp Counselor and Head of Maintenance
STEP Summer Camp – Laurelton
06.2023 - 08.2023
Junior Custodian
Police Athletic League Inc.
06.2021 - 09.2021
Bachelor's - Aviation Administration
SUNY Farmingdale
High School Diploma -
St Francis Preparatory High School