Summary
Overview
Work History
Education
Skills
Timeline
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Marvin R. West

College Park

Summary

Professional with experience in aviation operations, ready to excel in performance supervision. Strong focus on team collaboration and achieving measurable results. Known for reliability, adaptability, and effective communication. Skilled in operational management, conflict resolution, and process optimization.

Overview

19
19
years of professional experience

Work History

Customer Service Agent

Delta Airlines
06.2009 - Current
  • Assisted baggage service department to re-route baggage and locate bag
  • Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
  • Streamlined check-in processes for faster service, resulting in reduced wait times.
  • Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
  • Collaborated with team members to achieve high levels of performance in demanding situations.
  • Educated passengers on safety protocols throughout their journey, enabling them to feel secure during the flight.
  • Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Conducted thorough ticket verification to maintain airline security standards and prevent fraud incidents.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
  • Provided exceptional customer service with empathetic listening and effective problem-solving skills.
  • Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
  • Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
  • Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
  • Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
  • Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
  • Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.

Customer Service/Ramp Agent

Airtran Airways
01.2006 - 05.2009
  • Minimized damage to luggage and cargo by adhering to proper handling procedures at all times.
  • Coordinated ground crew activities to complete objectives on schedule.
  • Managed unforeseen circumstances such as equipment malfunctions or weather disruptions, executing contingency plans to minimize operational delays.
  • Reduced flight delays by consistently maintaining punctual baggage handling and cargo loading processes.
  • Upheld strict adherence to FAA regulations and safety protocols during all aspects of ramp agent duties.
  • Contributed to a positive work environment by fostering teamwork among fellow ramp agents while executing tasks effectively.
  • Enhanced airport safety by conducting thorough inspections of aircraft and equipment prior to loading and unloading.
  • Demonstrated flexibility in adapting to various types of aircrafts, supporting diverse airline clients'' needs efficiently.
  • Provided exceptional customer service to passengers, assisting with luggage handling and addressing concerns promptly.
  • Reduced risk of accidents or incidents on the tarmac through vigilance in monitoring surroundings while working around active aircrafts.
  • Collaborated effectively with team members to manage high-pressure situations during peak travel periods.
  • Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
  • Checked cargo and baggage for security to meet TSA regulations.
  • Helped train new employees in safe practices and warehouse procedures.
  • Completed cargo manifests and flight paperwork for proper luggage and flight tracking.
  • Tracked flight schedules to promote on-time landings and avoid loading delays.

Education

Associate Degree -

Florida Community College
06.2001

High School Diploma -

Samuel W. Wolfson
Jacksonville, Fl
06.1998

Skills

  • Time management expertise
  • Flexible work schedule
  • Effective problem solving
  • Disability assistance experience
  • Travel documentation verification
  • Airport security awareness
  • Boarding process efficiency
  • Teamwork and collaboration
  • Verbal and written communication
  • Organizational skills
  • Computer literacy
  • Goal setting
  • Exceptional communication
  • Gate assignment coordination
  • Excellent interpersonal skills
  • Ticketing system
  • Conflict resolution
  • Airline policies
  • Adaptable under pressure
  • Complaint handling
  • Active listening
  • Documentation and reporting
  • Phone and email etiquette
  • Flexible schedule
  • Detail-oriented
  • Personal travel
  • Issue resolution

Timeline

Customer Service Agent

Delta Airlines
06.2009 - Current

Customer Service/Ramp Agent

Airtran Airways
01.2006 - 05.2009

Associate Degree -

Florida Community College

High School Diploma -

Samuel W. Wolfson

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Marvin R. West