Raymond Bonham
Crawfordville,FL
Summary
Experienced Department 125 CRO Complaint Resolution Officer and GSC Ground Security Coordinator at Delta Air Lines. Skilled in retail management with a focus on team collaboration, inventory management, customer service, and sales strategies. Proven track record of achieving results, driving store performance, and fostering employee development. Reliable, flexible, and dedicated professional.
Overview
45
45
years of professional experience
Work History
Above the wings Gate agent and front counter ticketing
Delta Air Lines
12.2024 - Current
- Above the wings Gate agent and front counter ticketing.
- Deliver world-class service to all customers.
- Greet customers to guide and help them with the ticketing and baggage check-in process.
- Manage the check-in process, ensuring that customers have the proper travel documentation.
- Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs.
- Demonstrated strong knowledge of airline policies and procedures to ensure seamless gate operations.
- Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
- Maintained clear communication between ground staff, flight crew, and other airport personnel to ensure smooth gate operations.
- Managed irregular operations such as delays or cancellations calmly, taking necessary action to minimize impact on passengers'' travel plans.
- Utilized company software efficiently for ticketing transactions, processing payments securely while maintaining accurate records.
Lead Customer Service Representative
Delta Air Lines, Inc
04.2022 - 12.2024
- Supplied primary customer support to a fast-paced environment.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Reviewed associate performance to identify training needs.
- Boosted employee morale through recognition programs that rewarded outstanding performance in customer service.
- Supplying excellent customer service to highly valued customers.
Mentor
Delta Air Lines
01.2020 - 06.2021
- I have worked with 26 individuals to oversee personal developments and decision-making skills.
- Planned and executed activities for sales and net promoter scores.
- Planned, implemented, watched and assessed classroom instructions.
- Offered constructive feedback to students about specific actions, behaviors, and words.
Accertify Desk Agent
Delta Air Lines
08.2012 - 08.2013
- Duties include reviewing PNRs (Passenger Name Record) for potential fraud, contacting banks and passengers for verification of credit card information, suspending, or refunding tickets when fraud is detected, help decide new fraud patterns.
- This fast-paced position involved working with confidential and sensitive information. As always, the customer's and the company's security are of the utmost importance.
Law Enforcement Officer
San Bernardino County Sheriff's Dept
01.1980 - 01.2000
- Patrol, Investigation of criminal activities, protecting the community and report writing, jail bookings, court room duties and warrant service.
- Crowd control, special duty assignments for political dignitaries and celebrities.
- San Bernardino Line reserve commander managed reserve patrol officers that volunteered to help the regular duty officers.
- Community involvement San Bernardino search and rescue unit mountain division. Commander of the unit. Supplied training of the department's protocol for gathering confidential information.
Education
Instructor - Scuba Diving
Brigham Young University
Utah Valley, UTBachelor - Business Law
San Bernardino Valley College
San Bernardino, CASkills
- Business professionalism
- Sales expertise
- Effective negotiation skills
- Effective communication
- Guiding team members
- Performance coaching
- Reliable professional commitment
- Risk management education
- Collaborative teamwork
- Service excellence
- Analytical problem-solving
- Prioritization and scheduling
- Thoroughness in reviewing work
- Critical thinking for solutions
- Consistent reliability
- Strong verbal communication
- Effective team leadership
- Customer relationship management
- Retail management
- Inventory and sales coordination
- Visual merchandising
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Timeline
Above the wings Gate agent and front counter ticketing
Delta Air Lines
12.2024 - Current
Lead Customer Service Representative
Delta Air Lines, Inc
04.2022 - 12.2024
Mentor
Delta Air Lines
01.2020 - 06.2021
Accertify Desk Agent
Delta Air Lines
08.2012 - 08.2013
Law Enforcement Officer
San Bernardino County Sheriff's Dept
01.1980 - 01.2000
Bachelor - Business Law
San Bernardino Valley College
Instructor - Scuba Diving
Brigham Young University
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