Sharday C Croff
Atlanta,GA
Summary
I am an effective communicator with over Seven years of experience as a Wheelchair Passenger Agent. I am seeking the position of supervisor, which would allow me to utilize and further develop my special skillset. As a supervisor, I would bring years of experience in being a consummate professional, team player, problem solver, critical thinker, positive motivator, and above all, an excellent customer service representative. The skills I have acquired, would make me an excellent addition to your team. In addition, I would provide continued support to my fellow colleagues, and management staff !
Highly-motivated with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Wheelchair Passenger Agent
Unifi
Atlanta, GA
09.2022 - 05.2025
- Transport passengers from ticketing counter to designated terminal.
- Assist passengers needing aisle chairs inside aircraft.
- Assist with calls from ticket agents requesting pick up of passengers from ticket counter.
- Assist APAs with issues logging into their tablets by contacting dispatch.
- Answer questions from passengers and family members.
- Assist supervisor with APAs obtaining and returning of tablets.
- Assist the supervisor with checking in passengers to ensure timely arrival to their gate.
- Greeted and assisted passengers at check-in and boarding gates.
- Managed baggage handling processes and ensured compliance with safety regulations.
- Collaborated with team members to optimize boarding procedures and efficiency.
- Trained new staff on operational procedures and customer service standards.
- Resolved passenger issues by providing solutions in a fast-paced environment.
- Monitored flight schedules and communicated changes to passengers effectively.
- Resolved customer complaints quickly and professionally.
- Printed boarding passes, baggage tags and other related documents.
- Assisted passengers with their travel plans and checked in luggage.
- Updated passenger records in computer systems accurately and efficiently.
- Collaborated effectively with colleagues from different departments.
- Coordinated seating assignments based on passenger requests or preferences.
- Greeted passengers at the ticket counter and provided customer service.
- Adhered strictly to all security procedures when handling items or documents.
- Handled special needs passengers such as unaccompanied minors or disabled passengers.
- Provided accurate information about flight schedules, fares and other services.
- Provided assistance during irregular operations due to weather conditions or unforeseen circumstances.
- Responded promptly to emergency situations following established protocols.
- Maintained a neat work area by organizing supplies, tools and equipment.
- Ensured compliance with airline policies, procedures and safety regulations.
- Greeted passengers and provided boarding instructions.
- Pushed wheelchairs with passengers through terminal and gate areas to ease transport.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Assisted passengers with reservations, ticketing and adjustments to itinerary.
- Upheld uniform and conduct guidelines to maintain professional appearance.
- Operated computerized system to handle ticketing and check-ins.
- Assessed passenger's needs and abilities to deploy correct mobility equipment.
- Furnished customers with information on routes, gates, and terminals to assuage baggage and boarding concerns.
- Kept passengers informed by announcing important information about itineraries, flights and luggage.
- Processed reservations and issued travel and hotel vouchers.
- Coordinated with internal resources to process passenger information and dispatch flights on time.
- Lifted or moved passenger luggage onto baggage belts and created bag labels to facilitate proper delivery.
- Liaised with ramp agents to load and unload wheelchairs, strollers and gate-checked bags.
- Protected passengers' baggage from loss, theft and damage through proper handling and oversight.
- Recruited, trained and guided team members to offer every passenger top-notch service and support.
- Helped passengers complete safe journeys by securing belts, locking down wheelchairs and stowing baggage in correct locations.
- Assisted passengers with limited mobility in navigating stairs, ramps and aisles.
- Demonstrated safety procedures to passengers and answered questions about equipment use.
- Transported baggage and coordinated transit between assigned terminals or platforms.
- Determined and adjusted seating arrangements to address behavioral or safety concerns.
- Facilitated smooth loading and unloading of passengers by helping with individual and group issues.
- Improved passenger comfort with special items, food distribution and proactive actions.
Wheelchair Passenger Agent
AirServ/ABM/DGS/
Atlanta, GA
10.2016 - 03.2021
- Assisted passengers in wheelchairs who are boarding or deboarding planes.
- Also assisted any customers (including minors) needing an escort to their gate.
- Provided customer service to any waiting passengers.
- Directed passengers to their appropriate gates.
- Assisted passengers with luggage and personal belongings.
- Responded to passenger questions, complaints and requests.
- Secured mobility equipment such as wheelchairs and the aisle chairs.
- Transported passengers to their specific destination including shuttles.
- Assisted with the customers in the international concourse as needed.
- Escorted all passengers to their domestic/international security checkpoint.
- Assisted with training new agents.
- Worked in the office assisting fellow employees with checking in/checking out.
- Worked as a zone lead in the concourses as needed.
- Referred several employees to this position.
- Was a preferred agent for many routine customers due to excellent customer service.
Education
High School Diploma - General Studies
Stone Mountain High School
Stone Mountain, GA05-2007
Skills
- Checkpoint (Network Security)
- Network Security
- Passenger Transport
- People Management
- Problem Solving
- Staff Management
- Teamwork / Collaboration
- Training
- Staff training
- Baggage handling
- Security protocol compliance
- Conflict resolution
- Effective communication
- Problem solving
- Attention to detail
- Disability assistance
- Flight rescheduling
- Airline regulations
- Stress tolerance
- Airport procedures
- Passenger assistance
- Flexible schedule
- Baggage handling abilities
- Strong organization
- Emergency procedures
- Investigating problems
- Ticketing knowledge
- Boarding assistance
- Security screenings
- Baggage checks
- VIP support
- Motivating employees
- Issuing tickets
- Customer service management
- Check-in processes
- Documentation verification
- TSA collaboration
- Checking in passengers
- Boarding gate procedures
- Airport security
- Adaptability and flexibility
- Customer complaint handling
- Multitasking ability
- Public announcements
- Performance improvements
- Ticketing
- Check-in procedures
- Time management
- Team collaboration
- Customer relationship management
Timeline
Wheelchair Passenger Agent
Unifi
09.2022 - 05.2025
Wheelchair Passenger Agent
AirServ/ABM/DGS/
10.2016 - 03.2021
High School Diploma - General Studies
Stone Mountain High School