Tyler Morro
Phillipsburg ,NJ
Summary
- Versatile and dynamic, with a proven track record at Lehigh-Northampton Airport Authority, I excel in customer service management and emergency procedures. Demonstrated ability to enhance passenger experience through empathetic problem-solving and efficient policy implementation, boosting satisfaction and safety. Skilled in both interpersonal communication and technical tasks, committed to excellence in fast-paced environments.
- Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
4
4
years of professional experience
Work History
Passenger Services Agent
Lehigh-Northampton Airport Authority
03.2024 - Current
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Anticipate customer needs while assisting with general airport information such as airline, car rental and parking.
- Provided professionalism, patience, and a people-first attitude while greeting customers.
- Transported customers in wheelchairs from the terminal curbside, to and from the airline ticket counters, departing gates, baggage claim, and passenger vehicles when requested.
- Assisted customers with luggage from the terminal curbside, to and from the airline ticket counters, departing gates, baggage claim, and passenger vehicles when requested.
- Bus ticket sales during scheduled ticketing hours including cashiers functions, such as cash and credit card handling of ticket sales.
- Gathering and repositioning wheelchairs and baggage carts to designated locations.
- Provided continuous Exit Lane coverage when assigned; functions include observing, promptly reporting unauthorized access, and directing patrons through the Exit Lanes.
- Cheerfully interacted in all modes of communication to include face-to-face, two-way radio, telephone, and e-mail.
- During winter months, assisted customers parked in Handicapped Parking with vehicle snow removal.
- Other duties as assigned and directed.
Golf Shop and Golf Course Operations Assistant
Morgan Hill Golf Course
03.2022 - Current
- Solved problems timely and effectively, ensuring customer satisfaction.
- Managed day-to-day department operations with effective workflow coordination.
- Provided championship-level customer service at an 18-hole semi-private, publicly accessible golf and events facility.
- Kept the pro shop clean, well-stocked, and organized at the daily opening and closing times and throughout the business day.
- Maintained a friendly and welcoming environment for all customers.
- Ensured player safety and proper evacuation of the golf course and practice areas when dangerous weather is in the vicinity.
- Organized and re-stocked store shelves.
- Accepted deliveries from couriers.
- Returned merchandise to proper areas and re-stocked display cases.
- Maintained visually appealing and effective displays for the entire space to drive sustained revenue and move target products.
- Demonstrated products and services to customers and discussed features and re-directed objections to capture sales.
- Utilized the golf course's online booking system to assist customers with booking tee time reservations, make purchases at the point of sale, issued rainchecks and compensatory checks when applicable or necessary, printed receipts, and issued gift cards and special certificates.
- Opened cash registers at the beginning of the business day and closed cash registers at the end of the business day and ensured the sufficient cash value is in the register at all times.
- Organized and maintained the routine daily operations of the golf course at all times.
- Responded prudently to customer inquiries when necessary.
- Washed, dried, and deep-cleaned all golf carts and other vehicles/areas when necessary.
- Positioned golf carts at the appropriate staging areas for continued use throughout the day.
- Ensured the proper security measures have been followed at all times.
- Effectively collaborated with a diverse group of co-workers and personalities to complete all tasks.
- Helped to strengthen our organization's mission of providing a memorable guest experience from the opening tee shot to the final putt.
Golf Staff Member
Harkers Hollow Golf Club
09.2020 - 03.2022
- Monitored pace of play on the course to maintain optimal flow of traffic and minimize player frustration from long waits between holes.
- Increased membership sales by promoting club benefits through engaging marketing initiatives.
- Supported tournament operations by creating tee sheets, scorecards, and coordinating prize distribution.
- Maintained high standards of job safety, productivity, and quality.
- Effectively resolved guest complaints and accepted new suggestions and recommendations when applicable.
- Effectively communicated with the Head Golf Professional regarding the club's Pace of Play Policy and Member/Guest accommodations.
- Properly disposed of garbage and other debris.
- Washed and dried golf carts.
- Keyed and fueled golf carts.
- Locked up the Golf Shop, Bag Room, Cart Corral, and fueling/trash areas.
- Regularly observed patron conduct and quickly granted assistance.
- Monitored compliance for outdoor food and beverage restrictions.
- Confiscated prohibited items when necessary.
- Clean picked the club's Driving Range and other practice facilities.
- Provided exceptional customer service and enthusiasm when servicing guests.
- Responded efficiently to customer inquiries.
- Contributed to the club's ongoing promise of "We will be better each time you come back."
Education
Bachelor of Arts - Communication Studies
East Stroudsburg University of Pennsylvania
East Stroudsburg, PABachelor of Science - Integrated Studies
University of North Texas
Denton, TX12-2021
High School Diploma -
Phillipsburg High School
Phillipsburg06-2016
Skills
- Passenger assistance
- Positive attitude
- Computer skills
- Customer service management
- Professional and friendly
- Baggage handling
- Emergency procedures
- Multilingual abilities
- Check-in procedures
- Golf course management
- Airline policies
- Golf cart maintenance
- Event coordination
- Cash management
- Course setup
- Policy and procedure adherence
- Golf etiquette
- Reservation systems
- Airport security
- Check-in processes
Timeline
Passenger Services Agent
Lehigh-Northampton Airport Authority
03.2024 - Current
Golf Shop and Golf Course Operations Assistant
Morgan Hill Golf Course
03.2022 - Current
Golf Staff Member
Harkers Hollow Golf Club
09.2020 - 03.2022
Bachelor of Arts - Communication Studies
East Stroudsburg University of Pennsylvania
Bachelor of Science - Integrated Studies
University of North Texas
High School Diploma -
Phillipsburg High School
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