Nikky-Ann Ferguson
Queens,NY
Summary
Dynamic and customer-focused professional with over 20 years of experience delivering exceptional service and ensuring client satisfaction. Adept at conflict resolution, effective communication, and time management, with a proven ability to handle high-pressure situations with professionalism. Currently excelling as a Gate Agent at Delta Air Lines, fostering positive passenger experiences through problem-solving, adaptability, and a commitment to safety and customer care. Seeking to bring enthusiasm, teamwork, and dedication to an in-flight role.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Gate Agent
Delta Air Lines
01.2022 - Current
- Provide exceptional customer service while assisting passengers with check-in, boarding, and resolving travel-related issues
- Communicate critical flight information, including delays and gate changes, ensuring
- Collaborate with flight crews and ground staff to ensure on-time departures and compliance with safety protocols
- Resolve passenger concerns and conflicts calmly and effectively, maintaining professionalism and a customer-first attitude
- Assist passengers requiring special accommodations, demonstrating empathy and cultural sensitivity.
Mortgage Disbursement Officer / Credit Risk
Jamaica National Bank
01.2014 - 01.2017
- Ensured compliance with loan disbursement procedures and conducted thorough due diligence checks
- Delivered consistent customer satisfaction by managing loan processes efficiently
- Collaborated with internal teams to address customer needs and resolve complex account issues.
Account Management Specialist
Jamaica National Bank
01.2007 - 01.2014
- Managed customer accounts, resolving inquiries and providing personalized solutions
- Maintained accuracy in account payables and receivables while ensuring confidentiality
- Demonstrated strong communication and negotiation skills to address customer concerns effectively.
Customer Service Representative / Bank Teller
Jamaica National Bank
01.2002 - 01.2006
- Delivered high-quality service to customers by processing transactions accurately and addressing inquiries
- Built trust with customers by handling financial matters with discretion and professionalism
- Enhanced customer experiences through attentiveness and problem-solving skills.
Education
Associate Degree - Health Science (Occupational Therapy Concentration)
Queensborough Community College (QCC)
12.2023
Associate Degree - Business Administration
University College of the Caribbean
12.2006
High School Diploma -
Queens High School
Jamaica12.2001
Accomplishments
- Excellence in Service Award (Jamaica National Bank): Acknowledged for achieving top customer satisfaction scores and maintaining operational accuracy in account management and cash handling.
- Team Leadership Recognition: Praised by management for taking the lead during time-sensitive gate operations, ensuring seamless boarding processes and adherence to safety protocols.
- Training Achievements: Successfully completed Delta Air Lines’ Passenger Assistance and Safety Training, demonstrating proficiency in safety procedures and crisis management.
Additional Qualifications
- Technical Skills: Proficient in Microsoft Office Suite and airline-specific systems for reservations and gate operations.
- Conflict Resolution Expertise: Proven ability to de-escalate conflicts and provide creative solutions, ensuring positive outcomes for both passengers and team members.
Languages
English
Professional
Certification
- Passenger Assistance and Safety Training
- Conflict Resolution and De-escalation Techniques Certification
- Customer Service Excellence Certification
- Dangerous Goods Regulations Training
- Data Protection and Privacy Certification
References
References available upon request.
Timeline
Gate Agent
Delta Air Lines
01.2022 - Current
Mortgage Disbursement Officer / Credit Risk
Jamaica National Bank
01.2014 - 01.2017
Account Management Specialist
Jamaica National Bank
01.2007 - 01.2014
Customer Service Representative / Bank Teller
Jamaica National Bank
01.2002 - 01.2006
- Passenger Assistance and Safety Training
- Conflict Resolution and De-escalation Techniques Certification
- Customer Service Excellence Certification
- Dangerous Goods Regulations Training
- Data Protection and Privacy Certification
Associate Degree - Health Science (Occupational Therapy Concentration)
Queensborough Community College (QCC)
Associate Degree - Business Administration
University College of the Caribbean
High School Diploma -
Queens High School