Shirley Marshall
Orlando,USA
Summary
Dedicated customer service & aviation operations professional with over 8 years of experience supporting airport operations, leading guest service teams, and resolving high-pressure customer situations with professionalism. Known for strong communication, problem-solving, and delivering exceptional passenger experiences while maintaining safety and regulatory compliance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Guest Service Supervisor / DOT Coordinator
Spirit Airlines | UNIFI Service
02.2023 - 06.2025
- Led daily airport guest service operations; ensured smooth check-in, boarding, and gate procedures.
- Resolved escalated customer concerns involving baggage, delays, and ticketing issues.
- Supervised Passenger Service Agents and coached team members.
- Managed hiring, training, scheduling, and performance evaluations.
- Ensured DOT, TSA, and airline compliance; completed flight close-outs.
- Coordinated communication between gates, ground staff, flight crews, and vendors.
- Provided training in customer service, problem-solving, and compliance.
- Hired, trained and managed team of [208] Guest Services Representatives successfully.
Safety Supervisor
Spirit Airlines | UNIFI Service
01.2022 - 02.2023
- Conducted safety audits and ensured compliance with safety protocols.
- Investigated incidents and maintained required documentation.
- Delivered safety training on emergency response and hazard prevention.
- Strengthened safety culture through coaching and communication.
Trainer Supervisor
Spirit Airlines | Alliance Ground International
09.2018 - 01.2022
- Trained new hires and existing staff in operational and safety procedures.
- Led classroom and hands-on training sessions.
- Developed training materials and assessed employee performance.
- Conducted safety audits and analyzed trends to support improvements.
Guest Service Agent
Frontier Airlines
04.2016 - 07.2018
- Assisted passengers with check-in, boarding, and itinerary adjustments.
- Managed high-volume inquiries and resolved issues promptly.
- Supported passengers during delays and cancellations.
Jewelry Specialist
Walmart
10.2010 - 02.2016
- Assisted customers with jewelry purchases and provided product recommendations.
Education
High School Diploma -
Cornerstone Christian Correspondence School
Townsend, GA01.2009
Skills
- Customer Service Excellence
- Leadership
- Communication
- Conflict Resolution
- Safety & Compliance
- Training & Coaching
- Problem-Solving
- Multitasking
- Adaptability
- Attention to Detail
- Time Management
- Computer Literacy
- Aviation Systems & Check-In Software
- Safety & Security Protocols
- Active Listening
- Professional Communication
- Conflict De-Escalation
- Time & Task Prioritization
Certification
- Complaint Resolution Official (CRO) — Certified
- Ground Security Coordinator (GSC) — Certified
- Aviation Compliance Auditor — Certified
- De-escalation Certified
Timeline
Guest Service Supervisor / DOT Coordinator
Spirit Airlines | UNIFI Service
02.2023 - 06.2025
Safety Supervisor
Spirit Airlines | UNIFI Service
01.2022 - 02.2023
Trainer Supervisor
Spirit Airlines | Alliance Ground International
09.2018 - 01.2022
Guest Service Agent
Frontier Airlines
04.2016 - 07.2018
Jewelry Specialist
Walmart
10.2010 - 02.2016
High School Diploma -
Cornerstone Christian Correspondence School