Sophie Maher
West Monroe,NY
Summary
Customer-focused Ramp / Customer Service Agent known for high productivity and efficient task completion. Specialize in passenger support, communication, and problem-solving, ensuring smooth travel experiences. Excel in empathy, patience, and adaptability, skills that are crucial for managing diverse traveler needs and maintaining positive interactions under pressure. Committed to enhancing passenger satisfaction through proactive service and assistance.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Banquet Server
Hilton
Syracuse
10.2024 - Current
- Served banquet meals and beverages during Hilton events and private functions.
- Set up tables, linens, and place settings for Hilton banquet service.
- Prepared dining areas following Hilton event instructions and service standards.
Lead Ramp Agent /Lead Customer Service Representative
United Ground Express
Syracuse, New York
12.2023 - Current
- Supervised ramp crews during aircraft turnaround operations.
- Coordinated baggage loading, unloading, and sorting following United Ground Express procedures.
- Communicated effectively with pilots regarding arrival and departure times, weather conditions and other pertinent information.
- Supervised passenger service agents during check-in, boarding, and gate operations.
- Resolved customer concerns using airline policies and service recovery procedures.
- Trained new agents on passenger handling and airport service standards.
Server/Bartender
The Pancake House
Verona, New York
04.2026 - 10.2026
- Greeted guests and delivered friendly table service in busy breakfast dining room.
- Mixed cocktails, beer, and wine for bar guests and dining room orders.
- Processed food and drink orders through POS system accurately and promptly.
Manager
East Ave Deli & Sundae Best
Central Square, New York
05.2022 - 04.2024
- Assisted manager duties for employer daily operations and team support.
- Organized schedules, tasks, and priorities for employer workflow.
- Communicated updates between staff and management for employer needs.
- Coached, mentored and trained team members in order to improve their job performance.
- Managed the daily operations of all assigned social media accounts.
Education
Paul V. Moore High School
Central Square, New YorkSkills
- Team supervision
- Attention to detail
- Clear communication
- Problem solving
- Team leadership
- Time management
- Positive attitude
- Ramp coordination
- Gate operations
- Airline procedures
- Safety compliance
- Conflict resolution
- Emergency response procedures
- Weight and balance calculation
- Passenger boarding bridge operation
- Flight scheduling coordination
- Flight boarding
- TSA collaboration
- Customer service management
Certification
- Ground Security Coordinator with United Ground Express
- Certified Cargo Agent with United Ground Express
- Certified Baggage Service Agent with United Ground Express
Timeline
Server/Bartender
The Pancake House
04.2026 - 10.2026
Banquet Server
Hilton
10.2024 - Current
Lead Ramp Agent /Lead Customer Service Representative
United Ground Express
12.2023 - Current
Manager
East Ave Deli & Sundae Best
05.2022 - 04.2024
Paul V. Moore High School