Experiences at delta air lines

Having a winning personality that transcends any situation. Having exceptional customer service skills that enable you to assist guest with the simpliest question as a seat change to assisting an elderly guest onto the aircraft and to their seat. Also, being able to multi-task job duties in a high paced envirorment....

A demonstration of my ability to fill jobs and meet the clients need effectively and efficiently as a contractor, led to an offer as a permanent employee.

I sold and booked international and domestic reservations in a call center environment. Answered questions regarding fares, ticket reissues, schedules, etc. Recorded transactions using various computer applications. Provided customer service and problem solving. Maintained frequent flyer members accounts. Provided resolutions and customer support to consumer affairs, ticketing agents and travel agents. Received and processed service requests by phone, fax, mail and email. Processed prepaid airline tickets and confirmed domestic travel from customers and travel agencies. Verified payer information by contacting credit card companied. Compiled and stored ticket fares. Processed ticket refunds....

Enjoyed assisting customers with flight information and making reservations. Was also involved with deescalating irate passengers.

Manager - Revenue Protection Unit (2002-2004)
Oversaw department of 15 employees that investigated internal and external fraud. Managed approximately 700 domestic and international investigations per year. Worked directly with local, state and federal law enforcement agencies

I wrote technical documentation, such as engineering orders, for aircraft repairs. I assisted the engineers in various projects. I also worked on cost savings initiatives.

One must be a great listener. Each passenger trulely believes not only are they the only person you are dealing with, but, the problem they are facing is "unfixable" or that no one understands their point of view. Mainly, they want to know that you are really listening to everything they are saying, empathizing with them, and then finding a solution that will make them satisfied and keep them flying with Delta....

Assisting internal and external customers with fare inquires, pricing, selling tickets, internet bookings, special requests and thinking "outside the box" to find a solution for every problem for a win-win situation. Most importantly, listening, showing empathy and compassion for sensitive and personal issues. Spending the time with each customer to let them know I am going to do everything in my power to assure superior customer service....