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Delta Air Lines - KANA Agent Resume Example

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KANA AGENT
Summary

Highly organized Communications Specialist. Areas of expertise include print and traffic production, project management. Wide-ranging background in marketing, communications, customer service, public relations and social media to boost brand loyalty and visibility. 

Highlights
  • Trilingual (English-Spanish-Portuguese)
  • Deadline-driven
  • Strategic planning
  • Exceptional problem solver
  • Compelling public speaker
  • Exceptional writing skills
  • Event planning
  • Skilled multi-tasker
  • Print and electronic media
  • SharePoint
Accomplishments

While working at the Latin American Association, interviewed by Channel 2 Action News and the Mundo Hispanico radio show and spoke about Latin American Association Community programs and events, increasing the number of participants in our events and more exposure of the Association in the community. Creation of the volunteers program growing the number of participants offering to volunteer. Ran communications and public relations efforts for Christmas Spirit of giving program, volunteers projects and fundraisers not only for the events in United States but for tragic events in Latin America.

Experience
06/2014 to 06/2015
KANA Agent Delta Air Lines － Atlanta, GA
  • Created letter templates for the KANA team for communications with clients in response of the comments and complaints through www.delta.com in Spanish and English.
  • Solve crisis communications of customers, members of SkyMiles loyalty program and general travelers by email in adherence to established policies and procedures ensuring complete satisfaction.
  • Trained the KANA team about tools to communicate effectively with customers though email to solve their needs using the KANA system.
01/2014 to 06/2014
Customer Engagement Specialist Delta Air Lines － Atlanta, GA
  • Sell a range of travel related services including car rental, hotel and credit card vendor partner products.
  • Listen and identify customer needs, solve passenger requests, problems and concerns listening carefully, connecting with them and caring about their needs and promoting Delta Air Lines values..
07/2005 to 02/2008
Traffic and Print Production Ad Associate J Walter Thompson, CET － Atlanta, GA
  • Created traffic instructions for Print Production and Creative department.
  • Managed the workflow of designers to prepare ad prints according to account management and client.
  • Proofread and managed the traffic of the ads from the mechanicals until they were printed in the publication with zero mistakes and before deadlines.
  • Sent ad files, copy and printing instructions to top trade publications in United States and Europe and followed up the reception and placement.
  • Ad proofreading and internal dub requests and tracking.
  • Built relationship with clients, marketing department and account managers to interchange clear information about what was expected from traffic and production.
03/2002 to 07/2005
Wealth Management Specialist SunTrust Bank － Atlanta, GA
  • Provided high customer service to new and existing wealthy clients with assets above $500K Functioned as a liaison between clients and the Relationship Manager to increase the sale of bank products and services.
  • Prepared consumer and commercial loans, open and close accounts, wire transfers, deposits, certificate of deposits, Securities and Treasury management services.
  • Project Management of migration of 300 accounts under 500K to our Retail Branch Network.
  • Trained new Private Banking specialists in the department.
  • Prepared several productivity and operations reports for the department (monthly sales report, behavioral sales graphics, and presentations).
  • Kept the Latin America client files in compliance with Patriot Act for internal and external Federal audit.
03/2001 to 02/2002
Creative Assistant J. Walter Thompson － Atlanta, GA
  • Created traffic instructions for Print Production and Creative department,Ad proofreading and internal dub requests and tracking.
  • Searched for vendors of marketing products and services to be considered for the Print Production department and assist the creative department with administrative and payroll requests.
04/1999 to 02/2001
Marketing Coordinator Latin American Association － Atlanta, GA
  • Represented the association in radio, magazines, newspapers and local TV.
  • Edited and distributed press releases and pitches to local and national media outlets, securing positive coverage in multiple publications..
  • Made partnerships with search engines websites to post promotional events and promote the organization services.
  • Executed fundraising campaigns for important events and disaster relief lsuch as, Venezuelan mudslide.
  • Created marketing material including flyers, postcards, brochures, newsletters and premiums
  • Developed and implemented the volunteers program, database and logistic plans for different events they were going to be involved.
  • Wrote press releases to Hispanic and Domestic Media.
  • Represented the Association in different events to promote the organization programs and served as a host in public events with at least 500 people.
02/1993 to 01/1996
Public Relations and Events Coordinator Hotel Plaza Lancaster － Atlanta, GA
  • Provide support to the Public Relations Manager in the conception, coordination and execution of the hotel's marketing and community relations plan.
  • Assisted in the preparation of press releases, wrote newsletter marketing copy and presentation materials for special projects and maintain good relations with Print Media, Radio and TV
  • Coordination, and management of meeting, events or conferences for customers.
Education
2009
Bachelor of Science: Business/Communications University of Phoenix － Atlanta, GA, USA

Business/Communications
Events Management and Promotion Universidad Iberoamericana － Mexico City Mexico
Hospitality Business Administration Centro de Estudios Lomas － México City México Hospitality Business Administration
Skills

Marketing, Communications Project Management, Traffic and production, Social Media, Customer Service, Fund Raising, Public Relations, Spanish, Portuguese

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Resume Overview

Companies Worked For:

School Attended

  • University of Phoenix
  • Universidad Iberoamericana
  • Centro de Estudios Lomas

Job Titles Held:

  • KANA Agent
  • Customer Engagement Specialist
  • Traffic and Print Production Ad Associate
  • Wealth Management Specialist
  • Creative Assistant
  • Marketing Coordinator
  • Public Relations and Events Coordinator

Degrees

  • Bachelor of Science : Business/Communications
    Events Management and Promotion
    Hospitality Business Administration

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