Summary
Overview
Work History
Education
Skills
Timeline
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Rufus Jacob

Houston,TX

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

16
16
years of professional experience

Work History

Uber Partner

Uber
08.2024 - Current
  • Improved customer satisfaction by providing prompt and professional service as an Uber Partner.
  • Developed strong time-management skills to ensure punctual pick-ups and drop-offs for passengers.
  • Demonstrated flexibility by working nights, weekends, and holidays to accommodate passenger schedules.
  • Consistently maintained positive reviews from passengers on the Uber platform due to exceptional service quality.
  • Maintained a high driver rating through excellent communication and navigational skills.

Correctional Officer IV

Texas Department Of Criminal Justice
10.2023 - 07.2026
  • Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
  • Searched cells of inmates to identify and confiscate contraband and other prohibited items.
  • Escorted inmates to and from cells, court, hospitals, and medical appointments.
  • Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
  • Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
  • Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
  • Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
  • Implemented effective emergency response plans during crises situations, minimizing harm to staff and inmates.
  • Enhanced facility security by conducting regular inspections and addressing potential risks.
  • Demonstrated cultural sensitivity when interacting with diverse populations within the correctional setting, promoting an inclusive environment for all individuals present.
  • Booked new inmates into facility and processed inmates for release.
  • Interviewed inmates to obtain information and assess needs.
  • Supported the re-entry process for inmates by connecting them with appropriate resources, such as job training programs and community-based services.
  • Assisted in crisis negotiations, preventing escalations and ensuring safety of inmates and staff.

Passenger Service Agent

Delta Air Lines, Inc
12.2018 - 10.2023
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Resolved passenger issues with empathetic communication and effective problem-solving techniques.
  • Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
  • Checked in luggage and confirmed all carry-on items met federal guidelines.
  • Tagged baggage and routed to appropriate location for loading and screening.
  • Oversaw ticketing, gate and ramp services.
  • Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
  • Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
  • Promoted airline loyalty programs, offering exclusive benefits for frequent flyers while increasing brand awareness among customers.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.

Cargo Operations Agent

Cargo Services
12.2010 - 09.2012
  • Assisted in budget preparation and cost control measures to maintain financial stability within the department.
  • Enhanced customer satisfaction by addressing and resolving concerns related to cargo handling and documentation.
  • Coordinated with airlines, ground handlers, and warehouse staff to ensure timely processing of cargo shipments.
  • Developed strong relationships with clients by providing excellent customer service, resulting in repeat business opportunities.
  • Optimized warehouse space utilization through strategic planning of storage locations, enabling better organization and accessibility of cargo items.
  • Conducted regular risk assessments on supply chain vulnerabilities; implemented contingency plans accordingly.

Education

High School Diploma -

Bethany Academy
Kerala India

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Relationship building
  • Complaint handling
  • Microsoft Excel
  • Customer satisfaction measurement
  • Scheduling
  • Microsoft outlook
  • Follow-up skills

Timeline

Uber Partner

Uber
08.2024 - Current

Correctional Officer IV

Texas Department Of Criminal Justice
10.2023 - 07.2026

Passenger Service Agent

Delta Air Lines, Inc
12.2018 - 10.2023

Cargo Operations Agent

Cargo Services
12.2010 - 09.2012

High School Diploma -

Bethany Academy

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