Fredrick Wells

***-** ***** ******

Laurelton, NY 11413

646-***-****

Profile

A self-starter who displays energy and enthusiasm; anticipates needed action and shows perseverance in accomplishing assignments

Education

York College (CUNY), Jamaica, NY

B.S. in Business Administration, June 1999

Work Experience

Customer Service Representative 1/22-7/23

Acena, New Hyde Park, NY

I professionally greet callers, provide and document required information in EHR's, transfer incoming calls, and take messages as necessary

I also dispatch and route critical messages to on-call personnel by prioritizing emergency calls, paging individuals to inform of emergencies and utilizing call center tools to ensure the right person

Transportation Security Officer (TSO) 4/21-1/22

Transportation Security Administration (TSA), Newark, NJ

Operate various screening equipment and technology to identify dangerous objects in baggage, cargo and on passengers, and preventing those objects from being transported onto aircraft.

Perform searches and screening, which may include physical interaction with passengers (e.g., pat-downs, search of property, etc.), conducting bag searches and lifting/carrying bags, bins, and property weighing up to 50lbs.

Control terminal entry and exit points.

Interact with the public, giving directions and responding to inquiries.

Maintain focus and awareness while working in a stressful environment which includes noise from alarms, machinery and people, crowd distractions, time pressure, and disruptive and angry passengers, in order to preserve the professional ability to identify and locate potentially life threatening or mass destruction devices, and to make effective decisions in both crisis and routine situations.

Engage in continuous development of critical thinking skills, necessary to mitigate actual and potential security threats, by identifying, evaluating, and applying appropriate situational options and approaches. This may include application of risk-based security screening protocols that vary based on program requirements.

Retain and implementing knowledge of all applicable Standard Operating Procedures, demonstrating responsible and dependable behavior, and is open to change and adapts to new information or unexpected obstacles.

Customer Service Representative 5/18-3/20

Hallmark Aviation Services, Jamaica NY

Assist customers on the kiosk with their US Customs Declarations

Direct customers to the appropriate areas they need to go to for Customs when arriving and TSA when departing.

Ensure all arriving customers have their luggage and direct them to pick up areas, ground transportation and connecting flights.

Ensure all departing passengers have their boarding pass when they say they are going to the gate.

Assist the passengers with the clean up after they are screened by the TSA agents by returning the empty bins.

Customer Information Agent 5/03-6/06

First Transit, New York, NY

Assisted the customers with information on their ride

Try to find a new ride for stranded passengers

Contacted the dispatchers and Black Car Service providers for information and confirmation

Entered all calls into database for better customer assistance and future reference

Skills

Microsoft Word, Excel, Lotus AmiPro, Lotus 123, Lotus Freelance Graphics, and WordPerfect

References Available Upon Request

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