ROBENSON CESAR
North Lauderdale,FL
Summary
Bilingual Security Supervisor with a strong foundation in customer service, exceptional communication abilities, and excellent interpersonal skills. Encompassed two distinct roles within the airline industry. Pivotal role in safeguarding aircraft, passengers, and airport security. Collaborating closely with security personnel, law enforcement agencies, and upper management, Execution of safety protocols and emergency response procedures. Teams management and ability to coordinate and oversee critical security operations. Airlines Customer Service Agent equipped with in-depth understanding of passenger needs and concerns which help provided elevate customer experiences.
Overview
7
7
years of professional experience
1
1
Certification
Work History
LEAD SECURITY SUPERVISOR
American Airlines
12.2021 - 06.2023
- Advised security team and conducted investigations of significant threats or misappropriation of assets
- Conducted frequent security audits to identify potential problems related to physical security, staff safety, and asset protection
- Recorded incident reports with detailed accounts of occurrences
- Prepared and submitted reports to inform management of security activities and developments
- Oversaw 2 teams of security agents and managed scheduling and performance evaluations
- Attended daily briefings with supervisors to discuss issues with security screening processes.
- Authenticated boarding passes, identification, and passports to prevent fraudulent travel.
- Maintained awareness and focus to identify potentially life-threatening objects or weapons of mass destruction.
Security Representative
American Airlines
11.2018 - 12.2021
- Conducted security audits to identify vulnerabilities. International flights security.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while prioritizing safety
- Observed behavior of passengers and team members. Engage verbally if observe any sign that may pose threat to the aircraft and other passengers.
- Requested assistance of law enforcement and intelligence agencies.
- Deterred terrorist activity, violent attacks and other malicious acts through patrolling, searching for suspicion indicators and assessing threat potential.
CUSTOMER SERVICE AGENT
American Airlines
06.2016 - 11.2018
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Used airline computer system to create airline tickets and boarding passes.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Bachelor of Science - Computer and Information Sciences
Canado- Haitien
BBA - Accounting
Inuqua
Port-au-princeHigh School Diploma -
Baptiste Fermath
KenscoffSkills
- Full Professional
- French
- Haitian Creole
- Data Entry
- Customer Documentation Review
- Team Leadership
- Passenger Assistance
- Special Needs Assistance
- Baggage Handling Procedures
- Complaint resolution process
- QUIK and Native Sabre Software
- Security alertness
Certification
- Complaint Resolution Officer, American Airlines
- Airport customer service 2018
- Behavior detection program (BDP 1, 2)
Timeline
LEAD SECURITY SUPERVISOR
American Airlines
12.2021 - 06.2023
Security Representative
American Airlines
11.2018 - 12.2021
CUSTOMER SERVICE AGENT
American Airlines
06.2016 - 11.2018
Bachelor of Science - Computer and Information Sciences
Canado- Haitien
BBA - Accounting
Inuqua
High School Diploma -
Baptiste Fermath
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