Matt Rowe
Clifton Park,NY
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
ABOVE WING PASSENGER SERVICE AGENT
DELTA AIR LINES
ALB, NY
10.2023 - Current
- Supervised operation
- Enhanced customer satisfaction through the provision of elevated services
- Led initiatives to address and resolve service challenges
- Streamlined deicing reporting process resulting in increased productivity
- Managed and accommodated diverted flight situations effectively
- Served as a liaison between departments, facilitating seamless operations.
ABOVE WING CUSTOMER SERVICE AGENT
DELTA AIR LINES
ALB, NY
07.2023 - 10.2023
- Greeted customers, assessed their needs and provided appropriate services.
- Resolved customer complaints quickly and efficiently.
- Enhanced company-wide customer service operations through the implementation of standardized policies and procedures.
- Efficiently and quickly cleaned aircrafts to ensure rapid turn times for flights.
TOWER COORDINATOR
DELTA AIR LINES
MSP
05.2017 - 07.2023
- Facilitate hub operation via open communication with several departmental personnel
- Coordinate all aspects of aircraft servicing, loading/unloading
- Prioritize satisfaction of station and company metrics while ensuring compliance with all safety standards
- Maintain cooperation with DOT/FAA regulations in accordance with Delta policies and procedures.
BELOW WING CUSTOMER SERVICE AGENT
DELTA AIR LINES
MSP
10.2016 - 05.2017
- Served in all aspects of below wing ramp operations at MSP hub including unit service of aircraft, baggage transfers and de-icing processes.
ABOVE WING CUSTOMER SERVICE AGENT
DELTA AIR LINES
MSP
12.2012 - 10.2016
- Mentored new station agents to assist acclimating them to the job and coach them on handling the specific job duties with a focus on safety and an awareness of D0 goals
- Joined MSP AW training department to host AQT 2104 and directed other workshops to enhance efficient use of ticketing and IROP related resources and technology
- TDY assignment SEA - 2013.
ABOVE WING PASSENGER SERVICE AGENT
DELTA AIR LINES
EWR
01.2011 - 12.2012
- Supervised EWR operation as a Red Coat in coordination with station leadership
- Designated as a station CRO, GSC and LTA
- Coordinated on-the-job training for seasonal RR agent program; Summer 2011
- Counseled on the SNAPP rollout as an identified SuperUser 2012 following company directives for use as replacement of existing software
- TDY assignment IND - 2012 (Super Bowl)
- TDY assignment MSP - 2012.
ABOVE WING PERFORMANCE LEADER
DELTA AIR LINES
JFK
05.2010 - 01.2011
- Managed AW international and domestic operation
- Prepared to position JFK as reputable hub Delta as initiated the "Win in NYC" campaign to increase presence and gain market share
- Established enhanced communication amongst leadership and PSA groups during 2010 summer season of fleet integration (post-merger) to minimize IROP delays and disruptions
- Handled payroll reporting for AW agents; monitored OT, LOA, holidays, miscellaneous pay and discrepancies
- Tracked and reported daily boarding compliance and department 125 delays.
STATION SUPERVISOR
REGIONAL ELITE AIRLINE SERVICES
HPN
04.2009 - 05.2010
- Managed Delta Connection operation at HPN
- Designated GSC, CRO, LTA
- Responsible for following consistent structural changes to our operation and brand over the course of the continuing DL/NW merger at that time and implementing any new changes efficiently and effectively
- Ensuring that all HPN station agents employed with REAS were in compliance with all government mandated training and records were accessible for audit.
ABOVE WING PASSENGER SERVICE AGENT
Delta Air Lines
ALB, NY
Education
B.A. ENGLISH -
MONTCLAIR STATE UNIVERSITY
06.2001
Skills
- Microsoft Office
- Windows 10
- Delta Term
- SNAPP
- MPS
- Staff Manager
- Nexus
- Bridge Desktop
- Kronos
- PARS
- AOP
Timeline
ABOVE WING PASSENGER SERVICE AGENT
DELTA AIR LINES
10.2023 - Current
ABOVE WING CUSTOMER SERVICE AGENT
DELTA AIR LINES
07.2023 - 10.2023
TOWER COORDINATOR
DELTA AIR LINES
05.2017 - 07.2023
BELOW WING CUSTOMER SERVICE AGENT
DELTA AIR LINES
10.2016 - 05.2017
ABOVE WING CUSTOMER SERVICE AGENT
DELTA AIR LINES
12.2012 - 10.2016
ABOVE WING PASSENGER SERVICE AGENT
DELTA AIR LINES
01.2011 - 12.2012
ABOVE WING PERFORMANCE LEADER
DELTA AIR LINES
05.2010 - 01.2011
STATION SUPERVISOR
REGIONAL ELITE AIRLINE SERVICES
04.2009 - 05.2010
ABOVE WING PASSENGER SERVICE AGENT
Delta Air Lines
B.A. ENGLISH -
MONTCLAIR STATE UNIVERSITY