Global Sales Support Associates with 5+ years of experience supporting Delta Airlines' operational goals, seeking IT Operation Analyst position. Master's degree in Human Resource Management with 4+ years experience supervising and training personnel. Highly organized and adaptable, prioritizing responsibilities to meet deadlines and operational goals in a high-pressure, constantly changing call center setting. In-depth knowledge of Maintaining and communicating operations project status and issues. Safety conscious, always ensuring a safe work environment for self and team members.
Skills
Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, Publisher)
Self-Starter
Analytical Thinker
Embrace diversity in people, thinking, and styles.
Organizational Skills
Excellent Written and Verbal Communication
Friendly, positive attitude
Work History
09/2014 to Current
Global Sales Support- Associate Sales 1Schroders – New York, NY,
Work in a fast-paced call center supporting travel agents with accurate information to better serve their Delta clients.
Research and solve complex customer problems, and address inquiries regarding issues such as agency-ticketing, pricing, and policies.
Assist with travel arrangements for premium passengers including high-value agencies; sold $2.2 billion worth of Delta tickets.
Assist in training and mentoring operations personnel in current procedures and tools
Manage a high volume of incoming emails and calls (50 per day) within company guidelines and goals; promptly and courteously assess customer needs and advise them accordingly; enter call data in Salesforce.
Maintain a positive attitude oriented towards coming up with solutions and developing new approaches, doesn't let distractions get in the way, isn't overwhelmed with problems/ issues.
Provide guidance regarding multiple lines of business (including corporate travel, leisure, and consolidator contracts) to better assist travel agencies in serving customers; always prepared to handle changing policies and accommodate shifts in priorities.
Continuously build and maintain strong customer relationships, including negotiating effective win-win outcomes for Delta's high-value accounts.
For instance, instead of losing business to competitors, GSS offers waivers as an alternative for travel agencies to use to secure lower, more reasonable fares.
Successfully, professionally, and diplomatically interact with other team members and develop relationships with travel agents who have widely varying styles of communicating.
Practice safety-conscious behaviors at all times to ensure compliance with all operational processes and procedures.
Improved call quality and customer satisfaction by analyzing service calls to determining areas of weakness, then developing and implementing strategies for improvement, which also resulted in increased sales.
10/2018 to 08/2020
MSA Flex RepresentativeDelta Air Lines – City, STATE,
Communicate with MSA Corporate customers to verify and update account profiles in Salesforce CRM
Visit customer locations to evaluate requirements, demonstrate offerings and propose strategic solutions for diverse needs.
Manage a portfolio of 200 accounts that generated $200 million in sales.
Implement sales strategies that support Delta and alliance Partners such as MSA Corporate Edge points program and more.
Applies rigorous logic and methods to solve difficult problems with effective solutions, probes all fruitful sources for answers, ability to see hidden problems, excellent at honest analysis, looks beyond the obvious, and doesn't stop at the first answer.
Develop and deepened customer relationships to drive revenue growth.
Record prospect contact information in Salesforce CRM.
Answer an average of 10 customer calls daily regarding products, prices, and availability.
Works well in a collaborative setting, supporting work team by completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer.
Ability to maintain up-to-date knowledge of all available products.
Educated customers on promotions to enhance sales.
Motivated and encouraged team members to communicate more openly and constructively with each other
11/2013 to 09/2014
SpecialistDELTA AIRLINES – City, STATE,
Managed up to 70 inbound calls, quickly establishing rapport while courteously and professionally addressing customer needs.
Sold travel-related services, including rental cars and credit card vendor products.
Supervised and trained new hires during on-boarding, including coaching and providing feedback to improve performance.
Provided exceptional customer experience by attentively listening and understanding needs, answering questions, and up-selling additional products, resulting in $1 million worth of sales in only eight months (inducted into Million Miler Club).
Assisted passengers with organizing and planning individual and family travel; provided solutions to various challenges, including waiving fees to ease travelers' financial burden and secure more reasonable fares.
Demonstrated a commitment to increasing knowledge and skills in current technical/functional areas, keeping up to date on technical developments, staying informed as to industry practices, knowing how to apply relevant technical processes to appropriate business needs.
Tactfully and courteously defused stressful situations with difficult or angry customers by maintaining a calm and assuring demeanor while communicating alternatives that resulted in a favorable resolution.
Analyzed customer service calls for quality and implemented necessary changes, resulting in improved customer satisfaction and repeat customers.
Utilized various computer software, such as MPS, KM, Axis, and Deltamatic.
Education
Expected in 2018
Master of Arts: Human Resource Management Saint Mary's University - Minneapolis, MN GPA:
Expected in 2013
Bachelor of Science: Family Social Science University of Minnesota - Minneapolis, MN GPA:
Expected in 2011
Associate of Arts: South Central Community College - Faribault, MN GPA:
Expected in 2007
High School Diploma: Thurgood Marshall High School - Missouri City, TX GPA:
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