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Customer Experience Specialist- Messaging Resume Example

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CUSTOMER EXPERIENCE SPECIALIST- MESSAGING
Summary

Resourceful Specialist gifted in connecting with business customers to meet account needs, drive growth and build retention. Knowledgeable about airline products, standards, and services. Skilled at meeting and exceeding sales targets. Is flexible for both leadership roles and learning experiences. Energetic and reliable, determined and thorough about results. Service-oriented and quality-focused with demonstrated success over ten years of customer service experience and more than three years with the airline industry.

Skills
  • Project management abilities
  • Technologically savvy
  • Data evaluation
  • Inbound and outbound calling
  • Direct sales
  • Office equipment proficiency
  • Conflict mediation
  • Microsoft Office expertise
  • Report creation
  • Call center experience
  • High-energy attitude
  • Customer relations
  • Schedule mastery
  • Promotional support
  • Customer service
  • Airline regulations knowledge
  • Credit card payment processing
  • Cross-functional collaboration
Experience
Customer Experience Specialist- Messaging
Cincinnati, OHDelta Airlines/Sep 2020 to Current
  • Use Delta Brand Attributes to provide innovative solutions for customers.
  • Finds ways to use creative language to engage and connect with customers over experiences.
  • Have received exemplary customer satisfaction scores and compliments citing both innovativeness and resourcefulness, as well as great customer service.
  • Supported customers with product implementation and usage and answered questions quickly and thoroughly.
  • Built open, welcoming relationships with customers by replying to messages promptly and personally.
  • Assists with newly trained specialists.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • Achieved top satisfaction, retention and referral rankings on consistent basis.
Customer Experience Specialist PSS
Cincinnati, OHDelta Airlines/Mar 2017 to Sep 2020
  • Utilized consultative selling techniques to educate and offer existing customers additional services to drive sales.
  • Supported customers with product implementation and usage and answered questions quickly and thoroughly.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
  • Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
Shift Manager
Cincinnati, OHRuby Tuesday/Aug 2012 to Mar 2017
  • Enhanced operations and boosted efficiency through employee training, coaching and creating work schedules and assignments.
  • Positioned skilled staff in key areas throughout shift to optimIze department productivity.
  • Managed schedules, accepted time off requests and found coverage for shifts.
  • Upheld company standards and compliance requirements for operations and cleanliness of all areas.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Cross-trained in every store role to maximize operational knowledge.
  • Handled over $1,000 in funds each day in fast-paced restaurant environment.
  • Implemented specials and themed events to drive business and customer retention.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Addressed internal and customer-related issues each day and affected strategic resolutions.
Recruiter and Data Analyst
Cincinnati, OHJ and R Coordinating Services/May 2005 to Dec 2012
  • Reviewed and updated account information in company computer system.
  • Analyzed product, market and share trends to evaluate competitive market strategies.
  • Maintained security and data integrity of databases.
  • Collected, tracked and organized data to evaluate current business and market trends.
  • Designed and implemented key measurement reports for conveying metrics to customers, monitoring service levels and attainments, identifying trends and performing root cause analysis.
  • Gathered and organized data to analyze current industry trends.
  • Identified business requirements and devised implementation strategies to solve business problems.
  • Mined data to uncover insights and identify market trends and inflection points.
  • Maintained library of templates and reusable knowledge assets to facilitate business intelligence activities.
Education and Training
Some College (No Degree)The Ohio State UniversityColumbus, Ohio
  • Major in English Literature and Political Science
  • Honors Program Member
Some College (No Degree): Creative WritingUniversity of CincinnatiCincinnati, OH
  • Double Major with English Literature
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Resume Overview

Companies Worked For:

  • Delta Airlines
  • Ruby Tuesday
  • J and R Coordinating Services

School Attended

  • The Ohio State University
  • University of Cincinnati

Job Titles Held:

  • Customer Experience Specialist- Messaging
  • Customer Experience Specialist PSS
  • Shift Manager
  • Recruiter and Data Analyst

Degrees

  • Some College (No Degree)
    Some College (No Degree) : Creative Writing

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