Summary
Overview
Work History
Education
Skills
ADDITIONAL INFORMATION
Timeline
Generic

Jordan Stone

Indianapolis,IN

Summary

Dedicated and highly adaptable customer service professional with extensive experience in customer care, resolution management, and front-line service within dynamic airline and travel environments. Proven track record of delivering exceptional service to a broad range of clients—from high-tier global service travelers to first-time flyers—across multiple locations, including Chicago, Illinois, when I was assisting the global service desk and airport operations. To Indianapolis, Indiana, assisting in airport operations as well. Known for a calm and solution-focused approach in high-pressure situations, and a strong ability to lead by example. Seeking to leverage a well-rounded background and deep understanding of customer needs into a Supervisor role. where team leadership and operational excellence are key to success.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

United Airlines
01.2025 - Current
  • Staffing the ticket counter, boarding gates, lounge, and baggage service areas of the airport (check-in, ticketing, gates, lounge reception, baggage service, and operations)
  • Providing assistance and excellent customer service to the traveling public by performing various customer service duties in the airport terminal.
  • Receiving and directing incoming calls, greeting and directing customers, tagging and handling baggage
  • Preparing tickets, determining fares, and routing to assure passengers' travel needs are met
  • Maintaining a neat and professional appearance by adhering to United standards for uniform and dress
  • Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests.

Reservation Sales & Service Rep

United Airlines
08.2023 - 01.2025
  • Answering phone calls from customers regarding flight concerns or issues
  • Resolving issues for clients
  • Maintained up-to-date knowledge of product and service changes.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Responded proactively and positively to rapid change.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Actively listened to customers, handled concerns quickly, and escalated major issues to a supervisor.
  • Drove team revenue totals by bringing in top sales numbers.

Ramp Operations Agent

Envoy Air
11.2022 - 05.2023
  • Responsible for maintaining the safety and security of the ramp at all times
  • Monitor customer safety during boarding and deplaning, and assist customers in a friendly and courteous manner
  • Marshal aircraft on the ramp (e.g., directing, assisting, and parking all arriving, departing, and towed aircraft)
  • Transfer cargo (including luggage) to other gates, other airlines, and to passengers
  • Observe safe ground-handling procedures and maintenance of ground service equipment, including the performance of equipment checks
  • Comply with all safety procedures and airline policies
  • Responsible for courteous, prompt, accurate, and careful handling of customer baggage, airfreight company material; continuous lifting, loading/unloading, sorting, and transfer of baggage, freight, and company material
  • Service aircraft as needed (e.g., aircraft lavatories, potable water, window wash, deicing, and commissary items)
  • Assist with ramp setup and storage of equipment and baggage
  • Constantly communicate with flight crew personnel and other ground personnel
  • Oversaw fueling, cargo management, and departure of aircraft at a busy airport facility with 50+ daily departures and arrivals.

Lead Airport Customer Service Agent

American Airlines
11.2021 - 09.2022
  • Promotes and sells air travel to the traveling public or freight forwarders
  • Assists with passenger check-in and cargo acceptance
  • Interprets government rules and requirements for domestic and international travel or cargo shipments
  • Meets and dispatches aircraft within established times
  • Assists distressed passengers and customers
  • Protects company property and revenue
  • Provides for safe travel
  • Possesses the physical ability and dexterity to use motor skills to perform various job-related tasks
  • Uses organizational skills to perform multiple tasks within a limited time
  • Responds/assists during security and emergencies
  • Follow internal/external policies and procedures
  • Drive and operate the jetbridge up to various types of aircraft to enplane and deplane passengers
  • Perform Passenger Operation Control functions, including air-to-ground communication, as well as Tower functions
  • Provided a high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.

Warehouse Supervisor

Ups
10.2017 - 11.2021
  • Following safety procedures and protocols to ensure that the workplace is safe at all times
  • Training new employees on company policies and procedures, including how to use equipment such as forklifts or computer systems
  • Overseeing the maintenance of equipment using preventative maintenance schedules and ordering supplies when necessary
  • Monitoring employee performance and productivity to ensure that goals are being met
  • Ensuring that all shipments are handled on time, following federal guidelines for shipping and transportation
  • Coordinating with other departments within the company regarding scheduling issues or problems with equipment
  • Preparing reports detailing the status of shipments and carriers used to monitor the progress of packages being shipped
  • Conducting regular inspections of company vehicles and equipment to ensure their readiness for use
  • Working with shipping companies to ensure that all shipping requirements are met and that shipments are delivered on time
  • Supervised warehouse operations by managing employees during shifts.
  • Supervised shipping and receiving, distribution, and workplace safety.
  • Oversaw daily operations and shipping and handling processes.

Education

High School diploma -

Avon High School
Avon, IN
01.2017

Skills

  • Warehouse Distribution Experience
  • Scheduling
  • Cross-referencing agendas and itineraries to avoid scheduling conflicts
  • Management & leadership skills
  • Planning & execution
  • Phone etiquette
  • People skills
  • Critical thinking
  • Conflict resolution
  • Warehouse Supervisor Experience
  • Warehouse Management System Inventory Control
  • Microsoft Office
  • Negotiation strategies
  • Verbal and written communication
  • Multitasking and organization
  • Positive and professional
  • Time management proficiency
  • Safety oversight
  • Emergency response
  • Process improvement implementation
  • Team leadership
  • Program oversight
  • Shares

ADDITIONAL INFORMATION

Willing to relocate: Anywhere, Authorized to work in the US for any employer

Timeline

Customer Service Representative

United Airlines
01.2025 - Current

Reservation Sales & Service Rep

United Airlines
08.2023 - 01.2025

Ramp Operations Agent

Envoy Air
11.2022 - 05.2023

Lead Airport Customer Service Agent

American Airlines
11.2021 - 09.2022

Warehouse Supervisor

Ups
10.2017 - 11.2021

High School diploma -

Avon High School

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Jordan Stone