Customer service professional dedicated to effective team management and customer satisfaction. Excellent at building highly motivated teams, as well as leading teams in a very fast-paced environment, who leads diverse teams to achieve company goals. Team player exceptional listening and critical thinking skills. Strive for 100% with daily metrics, cultivate positive customer relationships through clear and helpful communication.
Excellent time management skills
Effective problem solver
Effective workflow management
Exceptional interpersonal communication
Adherence to high customer service standards
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
MS Office expert
Leadership Development Program LDP, 04/2012
to 09/2012 Delta Airlines – Romulus,
MI Partnered with ATW Customer Service Performance Leader while preparing to become a future leader learning all aspects of policy and procedures. Received feedback bi-weekly from Department Manager and General Manager. Build relationship with frontline team share ideas sit in on, one on one mentoring sessions.
Service Recovery In Action-Atlanta Georgia, 04/2012
to 06/2012 Delta Airlines – Romulus,
MI Served as Ambassador to Red Coats and Performance Leaders attendees. Managed the photography table,servedas assistant editor and chief for selecting ideas on how as a company we can move the metrics. Shared up to date knowledge of product and service changes
Taught break-out sessions on improving Service Recovery
Passenger Service Assistant, Red Coat, 06/2005
to 03/2013 Delta Airlines – Romulus,
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Strong leader of customer support staff.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Fostered an environment which encouraged continual process improvements.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Customer Service Agent, 04/1996
to 06/2005 Delta Airlines – Romulus,
Greeted passengers, verified tickets and directed passengers to assigned seats.
Solicited customer feedback and resolved any problems promptly.
Promoted the safety, comfort and welfare of passengers ensuring any physically challenged passengers board aircraft early along with any that require extra time.
Supervised unaccompanied minors during flights.boarding process
Relayed updates and information to passengers in a friendly and timely manner.
Maintained a friendly, positive attitude when dealing with distressed passengers.
High School Diploma: 1979 David MacKenzie High School - Detroit,
Coursework in Business Administration 3.0 GPA
Under Graduate Studies,
Baker Collage - Allen Park,
MI Real Estate School Beauty School License
Storm Chasing Team Leadership Award Peer Choice Award Chairman Award Nominee Service From The Heat Ambassador People Care Ambassador Ground Service Coordinator GSC Customer Resolution Official CRO
Successfully recruited and trained  customer service representatives, and red coats on using hand held device.