Jerome Washington

Customer Service Duty Manager @Menzies Aviation

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.

East Catholic High School

College/University Preparatory and Advanced High School/Secondary Diploma Program

Western Michigan University

Business Administration and Management, General