Open To Work
Sade L. Hurdle
Apex,NC
Summary
Experienced airline professional and current Lead Customer Service Agent with proven ability to supervise shift operations, direct and train staff, and ensure safe, efficient passenger service. Skilled in coordinating with airline personnel, managing operational workflows, completing detailed reports, and resolving escalated issues in high-pressure environments. Recognized for professionalism, sound judgment, and results-driven leadership.
Overview
4
4
years of professional experience
Work History
Lead Customer Service Agent
Alaska Airlines – Raleigh-Durham International Airport (RDU)
04.2024 - Current
- Supervise daily passenger service operations during assigned shifts.
- Direct, support, and train Customer Service Agents to ensure compliance with airline and FAA safety standards.
- Coordinate check-in, gate operations, boarding, and baggage activities to maintain on-time performance.
- Communicate with station leadership and cross-functional teams to support operational efficiency.
- Complete nightly operational reports, billing, and documentation accurately and timely.
- Resolve passenger escalations and operational challenges using independent judgment and conflict-resolution skills.
- Promote teamwork, accountability, and professionalism in a fast-paced airport environment.
Caregiver / Medication Technician
Spring Arbor Senior Living – Apex, NC
04.2023 - 04.2024
- Administered medications and maintained compliance documentation.
- Followed strict safety protocols and exercised independent judgment in care decisions.
- Communicated effectively with healthcare professionals and families.
Assistant Manager
Dunkin’ Donuts – Cary, NC
09.2022 - 03.2023
- Supervised daily operations, staff performance, and scheduling.
- Conducted training and ensured adherence to company policies and safety standards.
- Managed inventory and cash handling procedures with accuracy.
- Resolved employee and customer concerns professionally.
Customer Service Representative
American Airlines – Reservations Office
01.2022 - 09.2022
- Assisted customers with reservations, rebooking, and complex travel issues via phone systems.
- Maintained accurate system documentation and confidential customer records.
- Utilized multiple airline software systems while meeting service and productivity standards.
Education
High School Diploma -
Crosby High School
Waterbury, CT06.2017
Pharmacy Technician
Penn Foster College
Scottsdale, AZ04.2026
Skills
Shift Supervision
Training & Development
Safety & Compliance Oversight
Operational Coordination
Customer Service & Conflict Resolution
Written & Verbal Reporting
Team Leadership
Results-Oriented Problem Solving
Timeline
Lead Customer Service Agent
Alaska Airlines – Raleigh-Durham International Airport (RDU)
04.2024 - Current
Caregiver / Medication Technician
Spring Arbor Senior Living – Apex, NC
04.2023 - 04.2024
Assistant Manager
Dunkin’ Donuts – Cary, NC
09.2022 - 03.2023
Customer Service Representative
American Airlines – Reservations Office
01.2022 - 09.2022
High School Diploma -
Crosby High School
Pharmacy Technician
Penn Foster College