Overview
Work History
Education
Skills
Timeline
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Lawrence Scott(ie) Bickerstaff IV

Denver,Colorado

Overview

6
6
years of professional experience

Work History

Customer Service Agent

Southwest Airlines
03.2022 - Current
  • Provide legendary Customer Service to connect people to what's most important in their lives
  • Communicate with customers in person to provide information regarding fares, schedules, routes, flights, and space availability for upcoming travel
  • Extend Hospitality to Southwest's Customers at the ticket counter, baggage service office, and gate area
  • Proud recipient of SWA 'Hospitality Champion' award
  • Ability to calmly diffuse high risk and complex situations with care.
  • Numerous customer & employee recognition for amazing performances during irregular operations
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Ability to influence, share and delegate work without direct authority.

Customer Service Agent

United Airlines
01.2020 - 02.2022
  • Stepping up and anticipating customer needs while maintaining a strong sense of responsibility when inconvenienced any customer.
  • Working each and every day with a safety mentality by ensuring we hold ourselves and each other to the highest standards.
  • Receiving and directing incoming calls, greeting, and advising customers, tagging, and handling baggage.
  • Maintained a very high customer satisfaction rate for 2 years.
  • Became a trainer for new employees after 1 year of my initial hire date.
  • Supervised agents & customers during irregular operations.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.

Ramp Agent

Menzies
03.2019 - 01.2020
  • Transport cargo and baggage between aircraft, airport terminals, and air cargo facilities.
  • Read and interpret aircraft weight and balance loading instructions, hazardous material identification labels, aircraft loading manifests, and baggage and cargo routing tags.
  • Ensure safe and secure operations, in accordance with the highest possible standards of health, safety, security, and all government statutory requirements.
  • Fantastic ongoing on time performance.
  • Maintained the safety and security of the ramp at all times.
  • Complied with all safety procedures and airline policies.
  • Ensured courteous prompt accurate and careful handling of customer baggage airfreight and company material lifting loading/unloading sorting and transferring baggage freight and company material.
  • Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.

Education

High School Diploma -

Harold L. Richards
Oak Lawn, IL

Skills

  • Hospitality service expertise
  • Reliability and punctuality
  • Inventory Control
  • Intercom Operation
  • Safety Procedures
  • Emergency Response Procedures
  • Conflict Mediation
  • Airline Operations
  • Multitasking Abilities
  • Passenger Behavior Monitoring
  • Adaptability and Flexibility
  • Reliability and punctuality

Timeline

Customer Service Agent

Southwest Airlines
03.2022 - Current

Customer Service Agent

United Airlines
01.2020 - 02.2022

Ramp Agent

Menzies
03.2019 - 01.2020

High School Diploma -

Harold L. Richards

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Lawrence Scott(ie) Bickerstaff IV