Delano Hepburn
Freeport
Summary
Experienced in customer relations with a strong background in travel documentation and ticketing systems. Proven ability to handle high-pressure situations and provide exceptional customer service with empathy and professionalism. Seeking to leverage these skills in a Customer Service Agent role to support and enhance a new team.
Overview
23
23
years of professional experience
Work History
Airline Customer Service Agent
Envoy Air Inc an American Airlines Company Group
11.2025 - Current
- Process customers, verify validity of travel documents, handle luggage.
- Booked flights, reserved seats and rescheduled passengers to provide superior customer service.
- Performed administrative duties such as filing paperwork. Provided excellent customer service by assisting customers with questions, flight changes and luggage issues.
- Resolved problems with stressed, anxious and irritable customers by speaking kindly and providing important information.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Travel Advisor
Going Places Travel
07.2025 - 11.2025
- Plan optimal trips for customers based on careful consideration of individual budgets and preferences.
- Address customer complaints or concerns quickly to maintain high levels of satisfaction.
- Maintain accurate records of client transactions, payments, and contact information.
- Offer personalized recommendations based on client preferences and budgets.
- Collaborate with team members to share knowledge and support business goals.
- Performs administrative duties such as filing documents or responding to emails in a timely manner.
- Process payments for services rendered using established procedures.
- Utilize knowledge of international geography and customs regulations to provide customers with detailed information about destinations.
AIRLINE CUSTOMER SERVICE AGENT
Silver Airways
12.2021 - 06.2025
- Managed ticket counter operations including check-in and check-out procedures for passengers.
- Booked flights, reserved seats and rescheduled passengers to provide superior customer service.
- Performed administrative duties such as filing paperwork.
- Provided excellent customer service by assisting customers with questions, flight changes and luggage issues.
- Resolved problems with stressed, anxious and irritable customers by speaking kindly and providing important information.
BUTLER
Rosalita House
11.2016 - 01.2018
- Managed private residence with 10 staff
- Assisted with moving in and helped establish staff plans and household working procedures.
- Responsible for managing interior and exterior staff.
- Spearheaded food and beverage service, including bartending, meal service, table setting and event setup.
- Arranged guest appointments, reservations and activities.
- Co-ordination and scheduling of service contractors.
- Managed household inventories.
STATION MANAGER
Silver Airways
02.2003 - 08.2016
- Responsible for managing the entire Silver airways ground operation.
- Responsible for customer check-in, ticketing and customer relations.
- Responsible for the hiring and training of staff.
- Ensured safety and security procedures were implemented.
WAITER
Coral Sands Resort
01.2014 - 01.2016
- Assisted the host or hostess by greeting the guests.
- Responsible for food and beverage service and table setting.
- Being knowledgeable of current menu items, garnishes, ingredients and preparation methods.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Communicated with kitchen staff to enable accurate food preparation.
Education
CERTIFICATE - BARTENDING AND MIXOLOGY
Bar One Bartending School
08.2017
CERTIFICATE - HOUSEHOLD MANAGEMENT
The Charles MacPherson Academy for Butlers and Household Managers
10.2016
High School Diploma -
Windermere High School
Savannah Sound, Bahamas05-1995
Skills
- Customer relations
- Ticketing systems
- Attention to detail
- Teamwork and collaboration
- Travel documentation
- Time management
- Stress tolerance
Timeline
Airline Customer Service Agent
Envoy Air Inc an American Airlines Company Group
11.2025 - Current
Travel Advisor
Going Places Travel
07.2025 - 11.2025
AIRLINE CUSTOMER SERVICE AGENT
Silver Airways
12.2021 - 06.2025
BUTLER
Rosalita House
11.2016 - 01.2018
WAITER
Coral Sands Resort
01.2014 - 01.2016
STATION MANAGER
Silver Airways
02.2003 - 08.2016
CERTIFICATE - HOUSEHOLD MANAGEMENT
The Charles MacPherson Academy for Butlers and Household Managers
CERTIFICATE - BARTENDING AND MIXOLOGY
Bar One Bartending School
High School Diploma -
Windermere High School