Summary
Overview
Work History
Education
Skills
Timeline
Generic

Norman Maddox

Las Vegas,NV

Summary

Hardworking employee enthusiastic about learning the transportation field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.

Overview

7
7
years of professional experience

Work History

OPS Departure Controller

Spirit Airlines
11.2022 - Current
  • Assist with regular and irregular operations situations, report issues to ground security coordinators and Managers
  • Monitor flights, assign gates, complete next day schedule and be sure that Spirit Airline schedule is not overlapping with next arrival gates
  • Also make sure operations is operating at Spirits expectations during Irregular operations
  • Coordinate misconnect guest with Gate Agents and Supervisors, Coordinate Departures with Gate Agents and Managers, Supervisors
  • Coordinate Ramp operations with Ramp Supervisors, and Ramp service agents
  • Make sure bags are transferring to flights as expected, bags are logged if left behind, and help ramp locate bags from other transfer flights
  • Delivered exceptional customer service to every team member, guest, and third party contractor by leveraging extensive knowledge of daily operational status and information from OCC and creating welcoming, positive experiences
  • Delivered prompt service to prioritize operational needs
  • Communicated professionally with OCC, Supervisors, and Managers.

Operations Service Agent

Unifi Aviation
07.2022 - 11.2022
  • Assist with regular and irregular operations situations, report issues to ground security coordinators and Managers
  • Monitor 80+ flights, assign gates, complete next day schedule and be sure that Spirit Airlines schedule is not overlapping with next arrival gates
  • Also make sure operations is operating at Spirits expectations during Irregular operations
  • Coordinate misconnect guest with Gate Agents and Supervisors, Coordinate Departures with Gate Agents and Managers, Supervisors
  • Coordinate Ramp operations with Ramp Supervisors, and Ramp service agents
  • Make sure bags are transferring to flights as expected, bags are logged if left behind, and help ramp locate bags from other transfer flights
  • Delivered exceptional customer service to every team member, guest, and third party contractor by leveraging extensive knowledge of daily operational status and information from OCC and creating welcoming, positive experiences
  • Delivered prompt service to prioritize operational needs
  • Communicated professionally with OCC, Supervisors, and Managers.

Guest Service Agent

Unifi
03.2022 - 07.2022
  • Guest service agent for Spirit
  • Help check guest in for their 80+ flights, deal with IROP situations, report issues to GSCs and Managers
  • Streamlined check-in process to decrease wait times and increase customer satisfaction
  • Assisted guests with check-ins, account inquiries and any additional services needed
  • Answered guest inquiries and provided information regarding spirit airlines policies, and regulations
  • Greeted guests upon arrival and offered assistance
  • Maintained consistent positive customer feedback
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.

Cashier/Customer Service

Walmart
05.2019 - 03.2022
  • Resolved customer complaints and maintained clean and tidy checkout area
  • Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store
  • Maintained customer satisfaction with quick and professional handling of product returns
  • Handled approximately daily credit and cash transactions for customers with accuracy and speed
  • Counted money in drawers at beginning and end of each shift
  • Used POS system to enter orders, process payments and issue receipts
  • Maintained current knowledge of store promotions and highlighted sales to customers.

Bowling Alley Attendant

Red Rock Lanes
12.2018 - 05.2019
  • Responded to guest inquiries and service issues
  • Cleaned ashtrays, furniture and tables
  • Greeted guests and attended to related needs
  • Monitored use of facility and addressed or reported potential hazards
  • Resolved guest issues by identifying source of complaint and formulating corrective action with supervisor
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Answered customer telephone calls promptly to avoid on-hold wait times.

SmartSecure Specialist

Vivint Smart Home
06.2018 - 12.2018
  • Provide technical and customer support via telephone for inbound calls
  • Develop extensive knowledge of Vivint Smart Home's varied product line and installation processes
  • Educate customers on the use of Vivint Smart Home systems and products
  • Use Vivint Smart Home Knowledge Management System to troubleshoot varying degrees of technical support problems for customers
  • Create service tickets for issues not able to be resolved over the phone
  • Accurately record customer's technical issues
  • Answer customer's billing questions/concerns
  • Proficient communication skills (verbal and written)
  • Ability to solve unique technical problems
  • Listened and responded to customer requests and forwarded necessary information to superiors
  • Followed all company policies and procedures to deliver quality work.

Customer Care Representative/ Customer Ops

Allegiant Travel Company
05.2018 - 12.2018
  • Booked tickets online, answered questions for passengers pre trip and post trip, changed flights for passengers, added bags, seats, etc
  • To passengers reservations
  • Assisted with booking vacation packages for passengers, and also assisted with passengers questions when referring to delayed flights, cancelled flights and passed information along to passengers received from our Customer Operations center
  • Customer Operations Coordinator Duties: Handled daily operation duties, reached out to all stations inbound and outbound and passed information to stations from Dispatch, maintenance controllers, Crew Scheduling, and other departments in the OCC department
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Responded to customer needs through competent customer service and prompt problem-solving.

Gate Agent

WFS Worldwide Flight Services
01.2017 - 05.2018
  • Gate agent was responsible for boarding flights, handling above the wing operations selling tickets, working ticket counter, and checking passengers luggage in Also handled any issues with passengers experience assisted flight attendants with passenger issues as well.

Education

DIPLOMA -

POLYTECHNIC HIGH SCHOOL
Fort Worth Texas
06.2013

Skills

  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Responding to Difficult Customers
  • Call Documentation
  • Upbeat and Positive Personality
  • Efficient and Detail-Oriented
  • Calm and Professional Under Pressure
  • Problem Resolution
  • Customer Experience
  • Crew Member
  • Customer Service
  • Guest Services

Timeline

OPS Departure Controller

Spirit Airlines
11.2022 - Current

Operations Service Agent

Unifi Aviation
07.2022 - 11.2022

Guest Service Agent

Unifi
03.2022 - 07.2022

Cashier/Customer Service

Walmart
05.2019 - 03.2022

Bowling Alley Attendant

Red Rock Lanes
12.2018 - 05.2019

SmartSecure Specialist

Vivint Smart Home
06.2018 - 12.2018

Customer Care Representative/ Customer Ops

Allegiant Travel Company
05.2018 - 12.2018

Gate Agent

WFS Worldwide Flight Services
01.2017 - 05.2018

DIPLOMA -

POLYTECHNIC HIGH SCHOOL

Similar Profiles

CREATE PROFILE
Norman Maddox