Coumba Boye
Atlanta
Summary
Passionate and detail-oriented Business Administration student with a strong academic foundation and a deep interest in airport operations. Skilled in logistical coordination, passenger services, and safety protocols, with a comprehensive understanding of FAA regulations. Eager to learn about airport management software and terminal operations, airside operations, and airport security. Proven ability to communicate effectively with diverse stakeholders and provide excellent customer service. Eager to apply theoretical knowledge gained in the classroom and work experience to a hands-on role within the airport environment. Seeking an opportunity to contribute to the seamless functioning of airport operations while gaining valuable practical experience in areas such as Guest relations/ Customer Services, security procedures, and Emergency Operations (Centralized Control & Command Center)
Overview
8
8
years of professional experience
1
1
Certification
Work History
Airport Operations Representative (I)
City of Atlanta
Atlanta, GA
04.2025 - Current
- Resolved passenger inquiries and complaints promptly, improving customer satisfaction rates.
- Supported incident management efforts, contributing to swift resolution of issues and minimizing disruptions to airport operations.
- Improved airport safety by conducting regular inspections and identifying potential hazards.
- Investigated and reported accidents, incidents, or safety concerns to appropriate personnel and authorities.
- Assisted in the development of operational procedures for increased efficiency and compliance with regulations.
- Contributed to emergency preparedness initiatives by participating in drills and staying informed about best practices for crisis response scenarios.
- Managed crowd control during peak travel times to maintain safety standards for all passengers within the Airport premises .
- Inspected and performed basic maintenance on crow control equipments.
Customer Service Representative/Surveys Enumerator
All N One Security
Hatfield Jackson Airport, United States
10.2022 - 04.2025
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Facilitated boarding process for passengers, maintaining an organized and efficient environment.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
- Improved airport way-finding by providing clear directions to facilities such as gates, restrooms, and food courts.
- Maintained up-to-date knowledge of airport procedures, effectively addressing passenger inquiries and concerns.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Demonstrated cultural sensitivity and adaptability during interpretation assignments, fostering positive relationships with clients from diverse backgrounds.
- Managed crowd control during peak hours, maintaining order and safety while minimizing wait times for guests.
- Displayed friendly, outgoing, and energetic behavior to create warm, fun atmosphere for guests.
- Greeted customers with smile and provided friendly, knowledgeable service.
- Developed and updated databases to handle customer data.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized customer service software to manage interactions and track customer satisfaction.
Store Manager
Paradies Lagardere
Atlanta, United States
10.2021 - 09.2022
- Managed daily operations to ensure smooth functioning of stores , maintaining clean, safe environment for customers and employees.
- Implemented loyalty program that boosted repeat business and increased overall sales revenue.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Assisted with hiring, training and mentoring new staff members.
Crew Trainer
Paradies Lagardere
Atlanta, United States
10.2019 - 09.2021
- Maintained safe and clean work environment, resulting in zero accidents during tenure as a Line Worker.
- Demonstrated strong multitasking skills through balancing guest needs with back-of-house communication for seamless coordination.
- Enhanced guest dining experience by accommodating special requests whenever possible and providing timely meal delivery.
- Greeted customers at counter to fulfill requests and answer questions.
- Monitored food quality and freshness throughout day.
- Provided coaching and mentoring to employees.
- Mentored new Crew Trainers, sharing best practices for effective instruction and coaching techniques.
- Reduced employee turnover by fostering a supportive and engaging learning environment.
- Established and maintained quality control standards.
- Set positive example for team members by providing high-quality, efficient service.
Intern
Hotel Al AFIFA
Senegal
06.2018 - 08.2018
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Explored new technologies and approaches to streamline processes.
- Collaborated effectively with team members across departments, fostering cohesive work environment conducive to accomplishing shared objectives.
- Enhanced intern productivity by assisting with project coordination and providing ongoing support.
Education
Bachelor of Science - Business Administration
Atlanta Metropolitan State College
Atlanta, GA08.2024
Associate of Science - Business Administration
Atlanta Metropolitan State College
Atlanta, GA05.2022
High School Diploma -
Complexe Educatif Des Mamelles Aviation Denango
Senegal, Dakar10.2018
Skills
- Complaint resolution
- Problem-solving abilities
- Active Listening
- Quality Control
- Money handling abilities
- Guest Relations
- Verbal and written communication
- Radio Etiquette
- Time Management
- Foreign language fluency
- Team player attitude
- Strong multitasking
- Airport Safety Knowledge
- Security Protocol Compliance
- Regulatory Compliance Adherence
- Data Entry
Certification
- An Introduction to the National Incident Management System, ICS-700, issued by FEMA: May 2024
- Basic Incident Command System for Initial Response (ICS-200), issued by FEMA: May 2024
- Effective Communication (IS-00242), issued by FEMA: May 2024
- Introduction To Incident Command System (ICS-100), issued by FEMA: May 2024
- ASQ departure survey field agent issued by ACI World - Airports Council International: May 2023
Languages
French
Native or Bilingual
wolof
Native or Bilingual
Timeline
Airport Operations Representative (I)
City of Atlanta
04.2025 - Current
Customer Service Representative/Surveys Enumerator
All N One Security
10.2022 - 04.2025
Store Manager
Paradies Lagardere
10.2021 - 09.2022
Crew Trainer
Paradies Lagardere
10.2019 - 09.2021
Intern
Hotel Al AFIFA
06.2018 - 08.2018
Associate of Science - Business Administration
Atlanta Metropolitan State College
High School Diploma -
Complexe Educatif Des Mamelles Aviation Denango
Bachelor of Science - Business Administration
Atlanta Metropolitan State College