Terence B. Jones
Baltimore
Summary
Customer-focused aviation professional with airline operations, hospitality, and customer service experience. Currently employed with Southwest Airlines at BWI Airport, demonstrating a strong commitment to safety, teamwork, and operational excellence in a fast-paced aviation environment. Skilled in conflict resolution, communication, problem-solving, and delivering exceptional service to diverse customers. Recognized for professionalism, adaptability and maintaining calm under pressure while prioritizing safety and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Ramp Agent
Southwest Airlines
Baltimore
09.2025 - Current
- Support safe and efficient aircraft operations in a fast-paced airport environment.
- Collaborate with flight crews, operations personnel, and ground teams to ensure on-time departures and arrivals.
- Maintain strict adherence to safety procedures and operational standards.
- Communicate effectively across multiple departments to coordinate aircraft turns and baggage operations.
- Assist in time-sensitive operational tasks while maintaining a strong focus on safety and customer service.
- Demonstrate teamwork and adaptability while working independently and in group settings.
- Contribute to operational excellence by prioritizing efficiency, accuracy, and situational awareness.
Leasing Professional
Avalonbay Communities Inc
Baltimore
12.2024 - 12.2025
- Delivered exceptional customer service to residents and prospective residents in a luxury residential community.
- Maintained resident satisfaction through proactive communication and problem resolution.
- Assisted residents with housing transitions and lease-related concerns.
- Coordinated resident events and community engagement activities.
- Earned positive resident feedback through professionalism and responsiveness.
- Supported occupancy goals by building strong relationships and providing personalized service.
Night Auditor / Gallery Host
Hyatt Place
Owings Mills
04.2018 - 04.2019
- Delivered exceptional hospitality and guest service in a high-volume hotel environment.
- Resolved guest concerns professionally while ensuring a positive customer experience.
- Maintained composure and professionalism during overnight operations.
- Served guests from diverse backgrounds with courtesy and attention to detail.
- Assisted with operational and administrative responsibilities while prioritizing guest satisfaction.
Education
Master of Arts - Criminal Justice
University of Baltimore
Baltimore, MD06-2004
Associate of Arts - Criminal Justice
The Community College of Baltimore County
Catonsville, MD06-2002
Skills
- Passenger & Customer Service
- Aviation Safety Awareness
- Emergency Preparedness
- Team Collaboration
- Conflict Resolution
- Public Interaction
- Communication Skills
- Time Management
- Problem Solving
- Hospitality & Guest Relations
- Cross-functional Teamwork
- Airport Operations
- Multitasking in Fast-Paced Environments
- Professional Appearance & Conduct
Timeline
Ramp Agent
Southwest Airlines
09.2025 - Current
Leasing Professional
Avalonbay Communities Inc
12.2024 - 12.2025
Night Auditor / Gallery Host
Hyatt Place
04.2018 - 04.2019
Master of Arts - Criminal Justice
University of Baltimore
Associate of Arts - Criminal Justice
The Community College of Baltimore County