Bolton Whyte
Atlanta
Summary
Dedicated and customer-focused professional with 25+ years of experience in the airline industry, including supervisory responsibilities at Southwest Airlines from March 2023 to August 2025. Renowned for delivering exceptional service, resolving complex passenger issues, and maintaining a calm and positive demeanor in high-pressure situations. Skilled in fostering strong relationships with customers and colleagues, ensuring seamless operations, and upholding the airline's reputation for friendly and efficient service. Adept at utilizing technology, adhering to safety protocols, and adapting to the dynamic environment of the aviation industry.
Overview
26
26
years of professional experience
Work History
Duty Supervisor
Southwest Airlines
03.2023 - 08.2025
- Oversee Airport Operations
Lead and coordinate activities across Ramp, Operations, and Customer Service to ensure a safe, reliable, and on‑time operation. - Team Leadership & Scheduling
Assign, track, and guide agents, ensure compliance with training requirements, and manage shift logistics including payroll, attendance, and staffing levels. - Operational Performance & Safety
Forecast potential disruptions, meet or exceed performance targets, maintain a safe work environment, and promote accident reduction initiatives. - Issue Response & Customer Support
Address customer complaints and operational issues quickly and professionally to preserve satisfaction and loyalty. - Administrative Duties & Communication
Prepare shift bids, update leadership, coordinate with departments, and administer labor agreements.
Customer Service Agent
Southwest Airlines
05.1999 - 03.2023
- Delivered top-tier customer service to passengers, assisting with reservations, check-ins, boarding, and addressing inquiries.
- Handled customer complaints and issues with professionalism and empathy, resolving conflicts quickly.
- Collaborated with baggage handling and flight operations teams to ensure seamless service delivery.
- Trained and mentored new hires, fostering a collaborative and supportive work environment.
- Adhered to all safety and security protocols, assisting in emergency situations and passenger evacuations.
- Utilized strong communication skills to convey important updates such as gate changes, delays, and cancellations.
- Proficient in airline reservation systems, check-in kiosks, and mobile platforms, assisting passengers with digital tools.
Education
Bachelor of Science - Psychology
Mercy College
The Bronx, NY08.1999
Skills
- Customer Service Excellence: Strong commitment to delivering a positive customer experience
- Problem-Solving: Ability to handle complex and sensitive issues with discretion and efficiency
- Communication: Clear and effective communicator with both customers and colleagues
- Teamwork: Collaborative team player with a focus on achieving shared goals
- Technical Proficiency: Skilled in airline reservation and check-in systems, as well as general computer and mobile device use
- Adaptability: Quick to adapt to changes and handle unexpected situations with composure
Websites
Timeline
Duty Supervisor
Southwest Airlines
03.2023 - 08.2025
Customer Service Agent
Southwest Airlines
05.1999 - 03.2023
Bachelor of Science - Psychology
Mercy College
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