SHAMOI MURRAIN
Houston,TX
Summary
Customer service professional with extensive experience at United Airlines, recognized for enhancing safety protocols and achieving a 30% increase in customer retention. Proficient in conflict resolution and effective communication, excelling in fast-paced environments. Committed to delivering exceptional service while managing operational efficiency and team performance.
Overview
18
18
years of professional experience
Work History
RAMP/CUSTOMER SERVICE AGENT
United Airlines
Houston, TX
01.2022 - Current
- Prompted by safety on the ramp, remaining vigilant to any potential hazards.
- Advising leadership of potential or noticed issues, and providing solutions to resolve and eliminate them.
- Recognized for consistency and for promoting safe practices.
- Loading and offloading luggage in a timely manner.
- Marshaling the aircraft, including pushback and towing of aircraft.
- Assisted customers with inquiries, escorting, and monitoring customer safety when boarding and deplaning the aircraft.
RAMP/CUSTOMER SERVICE AGENT
Total Airport Services
Houston, TX
01.2021 - 09.2024
- Provide safety and customer support for colleagues and customers.
- Loading and offloading luggage and freight, ensuring that we stay on schedule and prevent delays.
- Marshaling aircraft, including pushback and towing of aircraft.
- Servicing aircraft, ensuring the bus has been cleaned and sanitized after and before each flight.
RAMP/CUSTOMER SERVICE AGENT
Envoy Air
Houston, TX
01.2015 - 01.2021
- Assure that all safety processes are following company standards.
- Servicing and marshaling the aircraft, reassuring safe arrivals, and departures.
- Maintained and assured the security and safety of the ramp, customers, and workers.
- Assessed, reported, and resolved any breaches in the safety and security of the ramp.
- Assisted with maintaining and reassuring the proper use of ground equipment.
- Marshall the aircraft for safe departures, landings, and parking.
- Servicing the aircraft, removing unwanted and unsafe items from the aircraft, and preparing for other outgoing flights.
- Communicated effectively with customers to provide superb customer service, as well as with flight crew and other workers to maintain a professional working environment.
CENTER ASSISTANT MANAGER – KINGWOOD
FedEx Office
Kingwood, TX
01.2016 - 01.2019
- Managed the center’s parcel operations, including monitoring and enforcing safety guidelines for handling and shipping packages, and observing shipment volumes for staffing needs.
- Ensured that team members are consistently creating exceptional customer experiences for recurring business.
- Coaching team members and providing tips to maintain effective customer service.
- Provided outstanding customer service by creating a welcoming environment for new and existing customers, maintaining the cleanliness of the center, and monitoring, organizing, and replenishing inventory.
- Performed minor service to the equipment to prevent any disturbance in operation.
- Ensured full compliance with the financial reporting procedures within the center, including accounts receivable, inventory reports, daily sales recaps, and daily bank deposits.
CENTER ASSISTANT MANAGER - HUMBLE
FedEx Office
Humble, TX
01.2017 - 01.2018
- Selected to open a new branch inside a local Walmart
- Provided superb customer service, monitoring first-year productivity and building customer relationships
- Due to the first year’s success, selected to assist in managing a larger center
CENTER ASSISTANT MANAGER - WEST
FedEx Office
Houston, TX
01.2016 - 01.2017
FRONT DESK MANAGER
Four Points Houston West
Houston, TX
01.2009 - 01.2014
- Managed two supervisors and five front desk agents for a full-service hotel with 170 rooms and $1.7 million in annual revenue.
- Managed room sales, customer service/satisfaction, room maintenance, and front desk activities.
- Conduct daily walk-throughs, and work closely with hotel staff to ensure smooth operations.
- Resolved guest/client issues to guarantee exceptional customer satisfaction.
- Maintained 80% of business relationships for repeated business, and maximized profit by 30% by establishing new business relationships.
- Developed highly effective training procedures for system preventative maintenance, cash handling, and other 'need-to-know' processes.
- Trained staff on all procedures.
MANAGER ON DUTY (AWARDED EMPLOYEE OF THE MONTH)
Four Points Houston West
Houston, TX
01.2010 - 01.2011
NIGHT AUDIT MANAGER
Four Points Houston West
Houston, TX
01.2009 - 01.2010
NIGHT AUDIT MANAGER
Stamford Sheraton Hotel
Stamford, CT
01.2007 - 01.2009
- Performed independently while maintaining a high customer volume.
- Audited financial transactions reported by hotel departments to ensure accuracy and consistency in the financial reports.
- Resolved guest issues to ensure customer satisfaction.
- Increased customer and guest retention by 30%, and room sales by 40%.
- Built and maintained significant, professional customer relationships.
- Mastered the customer database, decreasing errors by 50%.
Education
Bachelor of Business Administration - Business Management
08.2006
Skills
- Customer service and retention
- Emotional intelligence
- Conflict resolution
- Strategic decision-making
- Effective communication
- Facility and safety management
Timeline
RAMP/CUSTOMER SERVICE AGENT
United Airlines
01.2022 - Current
RAMP/CUSTOMER SERVICE AGENT
Total Airport Services
01.2021 - 09.2024
CENTER ASSISTANT MANAGER - HUMBLE
FedEx Office
01.2017 - 01.2018
CENTER ASSISTANT MANAGER – KINGWOOD
FedEx Office
01.2016 - 01.2019
CENTER ASSISTANT MANAGER - WEST
FedEx Office
01.2016 - 01.2017
RAMP/CUSTOMER SERVICE AGENT
Envoy Air
01.2015 - 01.2021
MANAGER ON DUTY (AWARDED EMPLOYEE OF THE MONTH)
Four Points Houston West
01.2010 - 01.2011
FRONT DESK MANAGER
Four Points Houston West
01.2009 - 01.2014
NIGHT AUDIT MANAGER
Four Points Houston West
01.2009 - 01.2010
NIGHT AUDIT MANAGER
Stamford Sheraton Hotel
01.2007 - 01.2009
Bachelor of Business Administration - Business Management
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