Marlon Wright
Envoy Air Inc an American Airlines Company Group
MEMPHIS,TN
34
years of professional experience
Visionary leader committed to enhancing Envoy's performance through strategic development of the Senior Management Team. Strengthening direct report leadership drives operational excellence, elevates customer experience, and fortifies financial stability within the American Airlines Group. Focus on leadership development paves the way for long-term success.
Work History
Customer Service Agent
12 Years- Resolved travel disruptions by rebooking flights, reissuing boarding passes, and coordinating customer support.
- Communicated flight status, gate updates, and boarding procedures clearly to passengers and team members.
- Assisted passengers with check-in, boarding, and gate changes using airline reservation systems.
- Processed baggage claims, special service requests, and irregular operations documentation accurately.
- Coordinated with ramp, operations, and dispatch teams to maintain on-time departures and arrivals.
- Delivered courteous service during high-volume periods while maintaining compliance with airline policies and safety standards.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Promoted to Lead Agent.
- Promoted to Memphis Station Supervisor and later transferred to DFW as a L3 Supervisor.
- Promoted to Ramp Shift Manager in DFW and assigned to oversee the E Terminal.
- - Memphis station returned out of bottom 10 performers after 4 years on the list under general manager leadership.
- Annual de-ice audit remained successful, with the station avoiding review board review for failed audit.
- Safety damage and market share results improved sharply since 2021, including 90% lower injuries year over year, 92% lower damages, 96% lower GSE damages, and 70% market share growth making Memphis one of the most profitable stations for American Airlines.
- Cabin compliance rose to the top three in Central East region while sortation performance stayed at 95% or higher.
- Memphis met MBR for the last 4 years.
Police Officer
26 Years- Responded to emergency calls, assessed scenes, and coordinated appropriate enforcement actions.
- Investigated criminal complaints, collected evidence, and prepared detailed case reports.
- Patrolled assigned districts, enforcing laws and maintaining visible public safety presence.
- Enforced traffic laws, conducted stops, and issued citations for unsafe driving violations.
- Thoroughly analyzed criminal information and processed crime scenes. Assigned to the Crime Scene Investigation Unit.
- Participated in continuous firearms proficiency, defensive driving and arrest technique training.
- Monitored criminal activity in the community to identify suspicious activity.
- Assigned to the Shelby County District Attorney Criminal Investigation Team.
- Assisted in special investigations and crime prevention programs.
- Promoted to the rank of Sergeant and assigned to the Special Victims Unit. Later transferred to the Homicide Bureau.
- Promoted to the rank of Lieutenant and assigned as the supervisor for the Special Victim's Unit. Under my command this unit had the highest clearance rate in three years.
- Retired with the rank of Lieutenant after 26 years of service.
Education
High School Diploma
Skills
Customer service
Complaint handling
Effective communication
De-escalation techniques
Self-starter
Task prioritization
Issue escalation
Customer-focused problem solving
Documentation
Effective communication
Relationship building
Critical thinking
Follow-up
Accurate record keeping
Timeline
Customer Service Agent
Envoy Air Inc an American Airlines Company Group
10.2014 - CurrentRead More
Police Officer
City Of Memphis
03.1993 - 03.2019Read More
Southside High School
High School Diploma
Read More