Xavier Roman
Transportation Security Administration, TSA
Hermitage,TN
3
years of professional experience
Customer-focused Transportation Security Officer with airport operations expertise. Specializes in passenger assistance, communication, and travel document verification to enhance safety and efficiency in airport operations. Proven experience in resolving customer concerns and managing sensitive information in high-pressure environments.
Work History
Transportation Security Officer
2 Months- Assisted passengers by providing clear directions and maintaining an efficient check-in checkpoint experience.
- Collaborated with team members to maintain operational efficiency during peak travel times.
- Communicated professionally with travelers to resolve questions and ensure a positive customer experience.
- Maintained and organized an efficient checkpoint environment while following established procedures.
AI Support Developer
4 Months- Assisted in building a knowledge-based chatbot that answered common user questions using uploaded documents, improving response time and consistency across daily operations.
- Documented issues and collaborated with team members and leadership to enhance customer responsiveness.
- Assisted in developing knowledge-based chatbot to address common user questions with uploaded documents, enhancing response time and consistency in daily operations.
FEMA Helpline Agent (Contractor)
2 Years 4 Months- Communicated in English and Spanish to de-escalate difficult situations, set clear next steps, and support daily operations.
- Collaborated with cross-functional teams and the project manager to review findings and provide regular status updates.
- Researched high-volume assistance inquiries, maintained records with 90% accuracy, and created Excel dashboards to track cases and document business requirements for process improvements.
Student Software Engineer
6 Months- Created secure internal tools with role-based access logic, applying basic principles of access control and user management to strengthen information security, and documenting troubleshooting steps for help desk ticketing while defining business requirements and storing audit logs in a relational database.
- Developed secure internal tools with role-based access logic, applying access control and user management principles to enhance information security, documented troubleshooting steps for help desk ticketing, defined business requirements, and stored audit logs in a relational database.
- Collaborated with cross-functional teams, including QA and senior stakeholders, to ensure software compliance and data integrity, leveraging communication and teamwork to analyze and resolve issues while aligning solutions with customer needs.
Education
Bachelor of Science - Computer Science
- Volunteered to translate for non-Spanish-speaking churchgoers.
- GPA: Major 3.15
Skills
Airport Operations
Customer Service
Safety Compliance
Conflict Resolution
Computer Systems
Microsoft Office Suite
Team Collaboration
Bilingual (English and Spanish)
Timeline
Transportation Security Officer
Transportation Security Administration, TSA
05.2026 - 07.2026Read More
AI Support Developer
Delerme CPA
07.2025 - 11.2025Read More
Student Software Engineer
Evertec INC.
06.2023 - 12.2023Read More
FEMA Helpline Agent (Contractor)
Capitol Bridge
03.2023 - 07.2025Read More
InterAmerican University of Puerto Rico
Bachelor of Science from Computer Science
Read More