Sherletta Mattison
Awa beach,Hawaii
Summary
Experienced Customer Service Professional specializing in training, conflict resolution, and operational efficiency. Skillful in enhancing customer satisfaction through effective communication and problem-solving, while ensuring safety compliance with FAA regulations in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
MDW, IL
02.2025 - Current
- Assisted Southwest passengers in rebooking for delayed and missed flights, providing timely solutions.
- Supported customers with check-in, boarding passes, and travel questions at Southwest gates.
- Processed ticket changes and reservation updates for customer requests at the service desk.
- Responded to customer concerns with clear communication and calm service.
- Maintained high customer satisfaction by providing accurate, helpful responses.
- Improved customer experience through calm communication and prompt concern resolution.
- Shared boarding gate updates and flight information with travelers.
- Maintained cleanliness and organization of airport counters, kiosks, and service areas to ensure readiness for customer use.
- Followed safety and security procedures during customer interactions.
- Mentored and trained employees.
Mario and Jean
Trucking Company
Florida, FL
01.2024 - 01.2026
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Picked up cargo from company and delivered to customer within designated time frame.
- Handled freight during logistics operations while maintaining contactless procedures.
- Inspected vehicles before trips for safety and equipment readiness.
- Operated tractor-trailers for employer freight deliveries across assigned routes.
- Completed delivery logs, trip reports, and route paperwork accurately.
- Transported goods to and from specified destinations in accordance with delivery schedules.
- Communicated with dispatchers to coordinate timely pickup and delivery.
Ramp Agent
JetBlue
Boston, Massachusetts
01.2023 - 01.2024
- Loaded and unloaded luggage using belt loaders and carts.
- Marshaled flights to gates with clear hand signals and radio coordination.
- Followed safety procedures by using reflective gear while working on ramp, promoting a safe working environment.
- Operated conveyor belts, push-back tractors and aircraft tugs daily.
- Operated a variety of motorized vehicles such as tugs, belt loaders, forklifts. safely and efficiently around airport premises.
- Inspected aircraft interiors prior to take-off for any hazards or debris that could cause damage during flight.
- Connected electrical power units and service hoses to aircraft.
- Adhered to strict timelines for the turnaround of flights.
- Ensured safe and efficient loading and unloading of aircraft luggage and cargo, contributing to timely flight departures.
- Positioned wheel chocks and cones to protect JetBlue aircraft on ramp.
- Supported team members during flight operations with boarding, baggage transfer, and aircraft turnaround tasks, enhancing overall team efficiency.
- Cleared ramp areas of debris to maintain safe ground operations.
Cashier/Supervisor/Van driver /Order Selector
Gordon Food Service
Orlando, Florida
01.2020 - 01.2023
- Followed store policies and checkout standards at Gordon Food Service.
- Coordinated register openings, closings, and shift handoffs to ensure smooth transitions.
- Supported front-end teamwork during busy service periods.
- Trained new hires on POS systems, store policies and procedures, safety protocols, and customer service expectations.
- Processed refunds and exchanges quickly under established policies.
- Organized daily cashier operations and kept financial transactions accurate.
- Completed regular audits of register tills to ensure balances were correct.
- Called for additional cashiers during busy periods to improve customer experience.
- Monitored shift performance and provided coaching on cash handling to enhance accuracy.
- Reviewed daily sales reports to spot discrepancies in order entry or payment processing.
- Completed daily bank deposits accurately and within company guidelines.
- Built working relationships with peers and upper management.
- Counted all cash drawer and bank deposits before store open and close.
Education
CDL"A"
Progressive Truck Driving School
Chicago, IL05-2005
Skills
- Ticketing operations
- Reservation systems management
- Flight rebooking processes
- Baggage tracking
- Gate coordination
- Customer support
- Ramp safety compliance
- Safety procedures adherence
- Security compliance measures
- Turnaround efficiency
- Ground equipment operation
- Tug operation
- Cargo operations
- Problem solving techniques
- Attention to detail
- Time management skills
- Team training
- Employee training
- Team collaboration
- Leadership skills
- Clear communication skills
- Communication skills
- Conflict resolution
- Operational efficiency
- FAA regulations knowledge
- Ramp security
Custom Section 0
- 2Nov2026
- Dear Ms. Tishara
- I am very excited to have an opportunity to apply for the Ramp Supervisor Position with Southwest Airlines having 10+ years of training, opening and closing Supervisor, Scheduling operations and daily Management tasks. I am pleased to use my transferable skills and knowledge, I was able to encounter as an CSA as well as a former ramp agent. Having the experience of below the wings as well as above the wing helps me have a better idea of how and why we operate the way we do, how team work plays a very important key in making operations go smoothly. Knowing how important it is to treat and respect our customers as well as our own peers. Fully understanding the core Values of Southwest and using them on a daily basis.
- I am eager and have a passion for supporting operations and my co-hearts which includes great attendance, great communications skills, having a positive attitude, a great personality and a people's person always willing to go above and beyond for others. Always trying to motivate others, reminding them of the great job they are doing, being there and always willing to teach others, help our customers have a better experience when flying Southwest Knowing how important it is to keep safety in mind while at work. Ensuring my flight departs safely and on time.
- I feel I fit the role in leadership being able to work well under pressure, helping resolve complex situations with customers while maintaining great customer service and team work. Making a positive impact on distressed passengers' experience by empathy and quick actions, I continue keep up with our daily operations to see how we're improving and try to come up with ways to help improve on my behalf whether it's volunteering to go work the gates, being available to clock in early to cover shifts as needed. Always willing to go to any department. As a role in a Ramp supervisor position my goal is to help improve customer Service with fairness to all, and clarity on what's expected as we move forward to continue to operate the airline's customer service the Southwest way!
- I admire the way Southwest continue to operate and make improvements and yet still find a way to focus on team work and hospitality I believe with the right support from each other and team work we will continue to be #1 rewarding airlines and providing a great traveling experience for all customers.
- Thank you for your time and consideration. I would love to talk more in person about my leadership skills and how I will be a great Ramp Supervisor.
- Sincerely
- Sherletta Mattison
Timeline
Customer Service Agent
Southwest Airlines
02.2025 - Current
Mario and Jean
Trucking Company
01.2024 - 01.2026
Ramp Agent
JetBlue
01.2023 - 01.2024
Cashier/Supervisor/Van driver /Order Selector
Gordon Food Service
01.2020 - 01.2023
CDL"A"
Progressive Truck Driving School