SHANISE DUNCAN
Harrisburg,PA
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
8
8
years of professional experience
Work History
Gate Service Agent
Delta Air Lines, Inc
01.2024 - Current
- Streamlined boarding process for smoother transitions, coordinating with flight crew and ground staff.
- Supported fellow agents during busy times to ensure timely processing of passengers at gates.
- Contributed to team success by efficiently handling multiple tasks simultaneously during peak travel periods.
- Assisted in training new Gate Service Agents, sharing best practices for optimal performance in the role.
- Ensured accurate flight information displays by updating gate boards and monitor systems.
- Handled ticketing inquiries and upgrades for improved passenger experience.
- Verified identification documents, maintaining strict security protocols at all times.
- Provided exceptional customer service in high-pressure situations, maintaining professionalism under tight deadlines.
- Assisted customers with special needs, ensuring their comfort and ease of access to the aircraft.
- Rebooked passengers on alternative flights when necessary due to cancellations or overbooking situations.
Paraprofessional
Central Dauphin School District
04.2023 - Current
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Enhanced classroom efficiency through organizing instructional materials, managing daily schedules, and preparing resources for lessons as needed.
- Relieved classroom teacher during breaks and maintained order and structure in classroom.
- Supported school initiatives by participating in professional development opportunities and collaborating with colleagues on best practices for student growth and achievement.
Customer Service Representative
UPMC Pinnacle
03.2017 - 10.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
John Harris High School
Harrisburg, PA06.2006
Skills
Airport security awareness
Passenger Assistance
Baggage handling
Emergency Procedures
Quick Thinking
Teamwork and Collaboration
Customer Service
Problem-Solving
Attention to Detail
Multitasking
Excellent Communication
Organizational Skills
Team Leadership
Timeline
Gate Service Agent
Delta Air Lines, Inc
01.2024 - Current
Paraprofessional
Central Dauphin School District
04.2023 - Current
Customer Service Representative
UPMC Pinnacle
03.2017 - 10.2023
High School Diploma -
John Harris High School
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