Jerome Washington
Transforming Teams, Maximizing Budgets, Building Thriving Cultures |Strategic Leader Driving Impact & Growth
- Role
- Customer Service Duty Manager at Menzies Aviation
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Jerome Washington
Result-driven Manager with extensive experience in operations, logistics, and corporate…
Experience
Customer Service Duty Manager
Oct 2023 — Present · Atlanta, GA, US
Built a high-performing, customer-centric culture that increased passenger satisfaction scores (CSAT) and loyalty metrics through exceptional service delivery and streamlined processes.Implemented upselling strategies for ancillary services, such as seat upgrades, baggage fees, and in-flight services, contributing to a notable increase in per-passenger revenue.Designed and optimized boarding, check-in, and gate management workflows, reducing turnaround times and improving on-time performance (OTP) metrics by 20%.Ensured all customer service agents adhered to FAA, TSA, and airline regulatory standards while maintaining 100% compliance with training protocols and safety guidelines.Successfully led teams during flight disruptions, including delays and cancellations, by implementing effective communication strategies and alternative solutions to minimize passenger dissatisfaction.Coached and mentored service agents, improving on-the-job performance and fostering professional growth, resulting in a 25% increase in internal promotions and employee retention rates.Collaborated with cross-functional teams to develop and refine customer service protocols, such as baggage handling and special assistance services, enhancing operational consistency and passenger satisfaction.Identified and eliminated inefficiencies in service operations, reducing overhead costs while maintaining premium service standards.
Education
East Catholic High School
College/University Preparatory and Advanced High School/Secondary Diploma Program
1995 — 1997
Western Michigan University
Business Administration and Management, General
1998 — 2000
Skills
- Firearms
- Event Security
- Social Networking
- Weapons
- Sales
- Interviews
- Leadership
- Personal Security
- Private Investigations
- Risk Assessment
- Emergency Management
- Management
- Team Building
- Martial Arts
- Personal Protection
- Physical Security
- Security Operations
- Government
- Customer Service
- Marketing
- Social Media
- Executive Protection
- Close Protection
- Promotions
- Surveillance
- Policy
- Security
- Program Management
- Self Defense
- Advertising
- Strategy
- Corporate Security
- Talent Management
- Security Training
- Training
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