Michael Full
Naples
Summary
With a proven track record at Southwest Airlines, I excel in delivering exceptional customer service and managing high-pressure situations with empathy and professionalism. Skilled in golf cart operation and adept at fostering community trust, my experience spans enhancing safety and satisfaction across varied roles. Achieved significant improvements in customer loyalty and operational efficiency.
Overview
40
40
years of professional experience
Work History
Golf Course Attendant
Herritage Bay. Golf and Country Club
07.2024 - Current
- Enhanced customer satisfaction by providing friendly and efficient service to golf course patrons.
- Greeted golf course guests and shared information on course conditions, rules and gameplay.
- Checked driving range and grounds daily to identify and manage maintenance needs.
- Observed guests for proper use of equipment and respectful behavior on property.
- Delivered exceptional customer service through timely resolution of guest complaints or concerns regarding their experience at the facility.
- Optimized pace of play on the course by monitoring player speed and providing guidance when necessary.
Door Monitor
Kenmore Tonawanda School District
09.2021 - 06.2022
- Utilized surveillance equipment effectively to monitor activity both inside and outside the facility, further bolstering security measures.
- Assisted in emergency situations, providing timely communication with first responders for optimal response.
- Exhibited strong decision-making skills during high-pressure situations, prioritizing safety above all else.
- Managed access requests efficiently, verifying authorization for building entrance according to established guidelines.
- Supported event management teams by coordinating guest arrival procedures and managing crowd control during high-traffic periods.
- Streamlined visitor check-in processes for increased efficiency while upholding stringent security standards.
- Enhanced security by diligently monitoring entry points and verifying identification of all individuals.
- Offered assistance to guests with special needs or accommodations, ensuring their comfort and safety throughout their visit.
- Adhered to strict confidentiality standards when handling sensitive information regarding building occupants and access permissions.
- Reduced incidents of unauthorized access by vigilantly inspecting visitor credentials and maintaining accurate logs.
- Provided exceptional customer service to visitors, addressing questions and concerns while maintaining a professional demeanor.
Customer Service Agent
Southwest Airlines
01.2016 - 09.2021
- 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.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- 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.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Addressed customer account discrepancies and concerns.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Streamlined communication processes for improved information exchange between customers and team members.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Police Officer
NFTA Transit Authority Police
09.1984 - 12.2015
- Participated in ongoing training opportunities to stay current on best practices, maintaining a high level of expertise within the field of law enforcement.
- Displayed sound judgment under pressure when making critical decisions that impact public safety during emergency situations.
- Utilized excellent communication skills when interacting with diverse populations, fostering trust between law enforcement and the community members they serve.
- Answered emergency calls for help from citizens and business owners.
- Enhanced public safety by conducting routine patrols and responding to emergency calls promptly.
- Patrolled assigned areas to check homes, businesses, and public roads for signs of disturbance.
- Secured crime scenes, gathered evidence, and questioned witnesses.
- Handled domestic disputes tactfully, de-escalating tensions while providing appropriate support to affected individuals.
- Effectively diffused potentially dangerous situations through verbal negotiation techniques before escalating force was necessary.
- Reduced criminal activity in assigned areas through proactive policing and community engagement.
- Investigated and reported crimes, accidents, offenses, and damage to property.
- Trained new officers on department policies and procedures, fostering a professional work environment focused on public service.
- Testified effectively in court, contributing to successful prosecutions of offenders.
- Responded immediately to reports of automobile accidents and criminal activity, calling for additional support as necessary.
- Enforced traffic laws diligently, promoting road safety and reducing accident rates.
- Conducted witness interviews and gathered details regarding incidents to determine best course of action.
- Conducted thorough investigations for various cases, leading to timely resolutions and justice served.
- Conducted preliminary investigations at scenes of major crimes.
- Managed crowd control during events, ensuring public safety while minimizing disruptions to attendees or surrounding communities.
- Patrolled assigned areas to prevent and detect roadway crimes.
- Maintained accurate case records and documentation, ensuring proper evidence handling and information sharing among relevant parties.
- Enforced traffic laws and ordinances through visual observation and radar speed detection.
- Apprehended suspects, read Miranda Rights, and transported offenders to jail.
- Apprehended offenders and conducted interviews and interrogations.
- Mentored junior officers on the importance of ethical behavior, accountability, and professionalism in their role as public servants.
- Collaborated with other law enforcement agencies to solve complex cases and apprehend dangerous criminals.
- Developed strong rapport with local businesses owners to address concerns about crime or vandalism affecting their establishments.
- Supported supervisors with administrative tasks such as scheduling shifts and managing equipment inventory, increasing department efficiency and organization.
- Responded to emergency calls to provide assistance to citizens in need.
- Conducted searches of individuals, vehicles and premises.
- Utilized clear communication and interpersonal skills to build relationships with citizens.
- Provided testimony in court proceedings.
Education
Police Science
Erie Community College
Buffalo, NYSkills
- Golf cart operation
- Weather monitoring
- Golf course maintenance
- Cash handling proficiency
Timeline
Golf Course Attendant
Herritage Bay. Golf and Country Club
07.2024 - Current
Door Monitor
Kenmore Tonawanda School District
09.2021 - 06.2022
Customer Service Agent
Southwest Airlines
01.2016 - 09.2021
Police Officer
NFTA Transit Authority Police
09.1984 - 12.2015
Police Science
Erie Community College
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