Service Agent Passenger

LINWOOD A. HARRIS

*******.******@**.***

**** ******* ******* ****: 301-***-****

Severn, Maryland 21144 Home 410-***-****

PROFESSIONAL SUMMARY

Customer-focused aviation professional, offering more than thirty-five years of experience in the airline industry; fifteen years managing a very diverse workforce; encompassing airline security operations; Federal Aviation Administration (FAA) rules and regulations; complaint resolution, and the ability to handle complex issues efficiently.

ACCOMPLISHMENTS

Received numerous recurring customer service awards, including the Customer Service Achievement Award in 1983, the Highly Efficient Rating for twelve consecutive years for outstanding supervisory/managerial performance, and the Highly Efficient and Outstanding Rating as a Passenger Service Agent for eighteen successive years.

Successful nomination of three MDT Customer Service Agents who received the Chairman’s Award in 2017.

Nominated in 2009/2010/2011 for the US Airways Chairman’s Award. This award is given to an employee for outstanding contributions to customer service, on-time performance, and safety awareness.

Recipient of the 2009 US Airways Chairman’s Award.

Received an accommodation in 2005 to develop and implement a new international baggage screening procedure used by the Transportation Security Agency (TSA) and US Airways to identify and screen all bags entering the country before transferring to domestic travel. TSA has endorsed this procedure to prevent bags from bypassing required screening, resulting in a potential security breach and fines to the airline for the violation.

Member of Management Safety Council, fully participating in monthly meetings on safety and airport security initiatives.

PROFICIENCIES

Management/Supervision

Customer Service

Airline Safety Training

Ground Security

Airline Safety & Security

Ramp Services

Conflict Resolution

Interpersonal Relations

Trouble Shooting

Oral/Written Communications

Report Documentation

Computer Applications: Saber

Microsoft Word, PowerPoint, Excel, Internet Explorer, Lotus Notes, Outlook, QIK

EMPLOYMENT CHRONOLOGY

AMERICAN AIRLINES, Dallas – Ft. Worth, Texas

General Manager/Ground Security Coordinator

Harrisburg International Airport, Harrisburg, PA, 2016 - 2020

Supervisor’s Name and Title: Rich Ashlin – Regional Director Phone No: 817-***-****

Evaluated, identified, and recommended process improvement changes. Directed, monitored, and controlled budget and managed overall financial administration. Supervised, motivated, and developed employees to perform safely, efficiently, and professionally to deliver superior customer service.

Assumed the responsibility of employee management –including hiring, conducting performance reviews, salary administration, training, and career development.

Maintained company standards of safety and security. Partnered with vendors and contractors to preserve the integrity and ethical values related to audits, compliance, and regulatory mandates.

Promoted social responsibility through community service and collaborations. Directed, and managed the daily operational activities to ensure safe, reliable service for our customers and stakeholders.

Collaborated with the Federal Aviation Administration (FAA) during safety and security inspections to resolve all identified issues and violations, thereby avoiding possible fines to American Airlines due to unresolved violations or potential violations.

Coached and directed both passenger service and fleet service contract vendors regarding correct policies and procedures, customer handling while managing the daily activities of the station.

Resolved service issues and enforced corporate policies related to employees who represent American Airlines' identity and products system-wide.

Served as liaison between the company and various organizations, i.e. (TSA, FAA, Airport Authorities, and Emergency Services).

Assumed the responsibility of employee management –including hiring, conducting performance reviews, salary administration, training, and career development.

Functioned as Ground Security Coordinator overseeing tasks for international and domestic flights and monitors all requirements about the security of each flight before departure to include: flight screening for potential breaches of unauthorized access before boarding and loading of all cargo, passengers, and crews; controlling access to the aircraft; aircraft servicing; ground support for in-flight emergency response; security of the air operations areas; and the security of baggage and cargo acceptance and screening.

US AIRWAYS, Phoenix, Arizona

Interim Station Manager/Ground Security Coordinator

Cyril E. King Int’l Airport, St. Thomas US VI 4/2010 – 5/2010

Supervisor’s Name and Title: Olympia Colasante Director, Caribbean Phone No: 305-***-****

Managed scheduled, off scheduled, and charter flight operations and met performance goals.

Served as the liaison between the company and various organizations, i.e. (TSA, FAA, Airport Authorities, and Emergency Services).

Evaluated, identified, and recommended process improvement changes. Managed, monitored, and controlled budgets and the overall financial administration. Steered, motivated, and encouraged employees to perform safely, efficiently, and professionally to deliver superior customer service.

Maintained company standards of safety and security. Partnered with vendors and contractors to preserve the integrity and ethical values related to audits, compliance, and regulatory mandates.

Promoted social responsibility through community service and collaborations. Directed, managed, and supervised the daily operation activities to ensure safe, reliable service for our customers and stakeholders.

Completed a Federal Aviation Administration (FAA) safety inspection and resolved all identified issues and violations, thereby avoiding possible fines to US Airways due to unresolved violations or potential violations.

Coached and engaged passenger service and fleet service contract vendors regarding correct policies and procedures, customer handling while managing the daily activities of the station.

Resolved service issues and enforced corporate policies related to employees who represent US Airways' identity and products system-wide.

Operated as liaison between the company and various organizations, i.e. (TSA, FAA, Airport Authorities, and Emergency Services).

Evaluated, identified, and recommended process improvement changes. Managed, monitored, and controlled budget and overall financial administration. Guided, motivated, and encouraged employees to perform in a safe, efficient, and professional manner to deliver superior customer service.

Maintained company standards of safety and security. Aligned with vendors and contractors to preserve the integrity and ethical values related to audits, compliance, and regulatory mandates.

Promoted social responsibility through community service and collaborations. Directed and managed the daily operational activities to ensure safe, reliable service for our customers and stakeholders.

Shift Manager/Ground Security Coordinator

Reagan National Airport, Washington, DC 2005 - 2016

Supervisor’s Name & Title: Jay-Jay Lavine Station Director Phone No: 703-***-****

Supervisor’s Name & Title: Cedric Rockamore Managing Director Phone No: 703-***-****

Supervisor’s Name & Title: Radney Robertson Managing Director Phone No: 703-***-****

Maintained a high level of customer service delivery through direct management and leadership development of the supervisory team and front-line employees to continuously meet or exceed corporate goals.

Ensured maximum operational performance by resolving issues about on-time performance; efficient ticket counter operations; gate operations; ramp/baggage service; catering; and administration.

Served as Ground Security Coordinator overseeing functions for international and domestic flights and monitors all requirements about the security of each flight before departure to include: flight screening for potential breaches of unauthorized access before boarding and loading of all cargo; passengers and crews; controlling access to the aircraft; aircraft servicing; ground support for in-flight emergency response; security of the air operations areas; and the security of baggage and cargo acceptance and screening.

Certified annually by the Transportation Safety Administration (TSA) as a Ground Security Coordinator, providing staff training and briefings on new rules and regulations about aviation safety and compliance. Monitored surveillance videos of the US Airways corridors to ensure that tightened security measures were in place and were adhered to by US Airways’ and TSA’s staff.

Issued daily bulletins to staff on any changes and updates in air traffic regulations and heightened security alerts/codes.

Served as key liaison with TSA and the local police authority whenever there is a breach or potential breach in security.

Prepared incident reports based on the chain of events and resolutions and submitted them to TSA, local police authority, and the Station Director.

Conducted operational safety meetings and briefings for procedural changes and security directive updates.

Managed implemented and established, where warranted, policies and internal procedures to ensure employees comply with established US Airways and FAA rules and regulations as well as Security Directives initiated by the Department of Homeland Security.

Monitored and maintained tight fiscal controls over the operations of Customer Service and the Ramp and Fleet Services, ensuring that each unit is within its budgetary requirement/constraints.

Provided input concerning the annual budget preparation to the Station Manager related to staffing and overall operations for Customer Service and Ramp and Fleet services.

Implemented and enforced consistent policies with US Airways’ corporate zero tolerance and codes of conduct program.

Conducted and litigated grievance hearings with authority to decide the appropriate actions necessary to resolve the complaint or dismiss the alleged allegations on behalf of US Airways and the unions representing the participants.

Organized and directed the development of new hires evaluations and internal candidates seeking promotions through a panel interview process.

Coordinated operational activities and communicated with other departments and vendors as required.

Ensured sufficient staffing is maintained throughout the shift while closely monitoring overtime utilization.

Prepared quarterly operating schedules.

Provided the day-to-day management of approximately 250 employees to include: maintaining personnel files for all employees under my direct supervision; hiring; disciplinary actions up to terminations; preparation of letters, documentation, and recommendations for commendations/promotions; employee performance evaluations (annually and as needed); employee recognition/awards; required mandatory training and servings as trainer/coach as required based on the company policy and performance or lack thereof, and develops and implements various courses of action as it relates to the career development and enhancement of staff’s skill sets necessary for airline operations and management.

Charter Flight Coordinator (Part-time)

US AIRWAYS, Phoenix, AZ 7/2008 - 4/2016

Supervisor Name & Title: Sally Minacapelli Charter Manager Phone No: 817-***-****

Served as the acting liaison and primary contact between the Charter customer and US Airways for Charter delays, irregularities, and customer contact for all routine and non-routine charter operations

Secured aircraft from point of departure to destination and return.

Briefed crew on customers’ requirements and any special requests.

Responsible for securing flight supplies, catering services, fueling, and flight plan to include weight, balance, and loading; and adjust, where warranted, pre-flight departure and Ground Security Coordinator.

PREVIOUS EXPERIENCE

Passenger Service Supervisor/Ground Security Coordinator

BWI Airport, Baltimore, MD 1999- 2005

Supervisor’s Name & Title: Patty Hollar Station Manager Phone No: 443-***-****

Supervised, directed, and monitored all ticketing and gate personnel effectively to ensure outstanding customer service delivery.

Performed ground security coordination functions for international and domestic flights and monitored all requirements about the security of each flight before departure to include: flight screening; controlling access to the aircraft; aircraft servicing; ground support for in-flight emergency response; security of the air operations areas; and, the security of baggage and cargo acceptance and screening.

Resolved many complaints as the Complaint Resolution Officer, such as concerns regarding the disabled community, unsatisfactory service issues, and reimbursements of expenditures during flight irregularities.

Coordinated operational activities and communicated with other departments and vendors as required.

Conducted and litigated grievance hearings with authority to decide the appropriate actions necessary to resolve the complaint or dismiss the alleged allegations on behalf of US Airways and the unions representing the employee/previous employee.

Planned and coordinated departmental activities and communicated with station management for implementation.

Maintained station records, completed reports, and other administrative support activities required by station management.

Completed quarterly operating schedules.

Determined overtime utilization based on actual need and monitored usage closely to ensure appropriate coverage.

Passenger Service Agent/ Acting Supervisor

Ronald Reagan International Airport, Arlington, VA 1998 - 1999

Supervisor’s Name & Title: Jay-Jay Lavine Station Manager Phone No: 703-***-****

Duties same as above.

Passenger Service Agent/International/Domestic

Tampa International Airport, Tampa, FL 1988 - 1998

Supervisor’s Name & Title: Rayfield Williams Supervisor Phone No: 813-***-****

Duties same as above.

Piedmont Airlines, Winston Salem, North Carolina

Passenger Service Agent

Richmond International Airport, Richmond, VA 1981 - 1983

Supervisor: Ron Rush Station Manager

Baltimore Washington International Airport, Baltimore, MD 1983 - 1985

Supervisor: Bob Bennington (Station Manager)

Pensacola Regional Airport, Pensacola, FL 1985 - 1988

Supervisor: Leonard Smith, Station Manager (Retired) Phone No: 850-***-****

Duties same as above.

SPECIAL AWARDS

Received “Customer Service Award” for outstanding service in 1983 (BWI/Thurgood Marshall International Airport)

Received “Customer Service Award” for outstanding attendance from 1985 to 1998

(Tampa International Airport; Baltimore/Washington Airport; Reagan National Airport; Pensacola Regional Airport)

Received “Employee Recognition Award” for service achievements for: 1983 - 1985 - 1988 - 1991 - 1992 - 1995 - 1997 - 1999 - 2001 - 2002 - 2004 - 2005 - 2006 – 2007-2008-2009-2010-2011-2012-2013-2014-2015

Recipient of US Airways 2009 Chairman’s Award

Nominated of US Airways 2010-2011 Chairman’s Award

Contact this candidate