OBJECTIVES AND CAREER INTERESTS I am a creative, high energy Leader looking for a position where I can utilize my Management Skills, Quality Assurance and Training Experiences as well as offer me the opportunity for advancement. Personable [Job Title] offering [Number] years experience in the travel industry. Superb work ethic and desire to succeed.
Skills
Natural leader
Energetic and enthusiastic
Calm under pressure
Customer service specialist
Expert problem solver
Flexible
Work History
05/2008 to Current
Performance ManagerExos – , ,
Primary responsibilities include Managing 6 Leads performance that has team sizes of 15 agents each.
We drive performance to meet Delta metrics and standards including reliability and DOT and ACSC compliance.
Mentoring, coaching, counseling and partnering all the while focusing on a great place to work.
Additional responsibilities including interviewing, on boarding, benefit enrollment, and facilitating classes with the newest members of our Delta Family so they are set for success and a long and happy career.
03/2004 to 04/2008
Administrative SupervisorChildren's Memorial Hospital – , ,
Primary responsibilities in the Administrative Support area are preparing administrative action letters, Job abandonment letters and termination packets for our office.
Utilize excel spreadsheets to track administrative action trends and to keep track of when employees will be removed from administrative action.
Direct reports include administrative assistants.
Additional responsibilities are in the area of benefits and office recognition.
Multi-tasking responsibilities revolve around positive employee relations, community partners and work life issues including
10/2000 to 03/2004
SupervisorThe Millennium Group – , ,
Managed, support and develop 40 Team Members and dynamically facilitate to them.
Company Wide Initiatives and Communications, delivered in a timely and consistent manner, all while generating agent buy in.
Organize and conduct quality assurance observations and communicate feedback, setting goals to raise the bar of Customer Service.
Coach, counsel and hold team members accountable for overall job performance.
Reward and recognize those team members meeting and/or exceeding their job expectations.
Utilizing leadership and interpersonal skills to motivate team members to enhance their performance and engage the customer.
Implement administrative action as necessary.
Evaluate and present team member's performance appraisals.
Selected to coordinate local implementation of Delta Direct Initiative.
Initiated and participate in an Investment Club to enhance my Business Acumen competency.
03/2000 to 10/2000
Supervisor ReservationsOneida Indian Nation – Oneida, ,
Selected to be SLC Reservation's first System Quality Monitor ensuring that Delta representatives are adhering to the Airline Customer Service Commitment and DOT compliance.
Assigned the task of creating, Customizing Fare Rules Scenario document.
Conducted Focus Group meetings and calibrations.
Motivated and educated peers on the new Team Leader tool, e-Quality.
11/1993 to 03/2000
Reservation RepresentativeDelta Air Lines, Inc – , ,
Handled 80 to 100 potential sales calls daily.
Responsible for encouraging our customers into a buying decision, ensuring customers receive correct information, responsible for meeting departmental productivity goals and expectations.
Supported Delta policy and assisted the representatives by helping them to come to a win win solution for the customer and Delta on the Customer Service Desk.
Served Delta's Elite Members working the Special Members Desk.
Facilitated Basic Reservation Sales class and training initiatives including Magellan, Electronic Ticketing and Advance Ticketing.
As a Quality Assurance Representative at the Weber Call Center, I partnered with Team Leaders on quality monitoring and mentored with Representatives on Membership Marketing programs, ensuring our customers receive the best possible customer service.
Successfully completed the Leadership Development Program.
11/1986 to 11/1993
Airport Customer Service RepresentativeDelta Air Lines, Inc – , ,
Sarasota/LaGuardia/Fort Myers/ Salt Lake City FTO, responsible for all aspects of Customer Service including complaint resolutions.
Experience includes catering, ramp, ticket counter, gates, crown room, cabin service and passenger service agent.
Throughout ACS experience participated in Passenger Service Committee.
EXPERIENCES Information Security Awareness in 2010-to date Corporate Records and Information Management Awareness in 2010-to date Ethics and Compliance in 2008-to date New Leader Workshop in 2008 Performance Manager Seminar in 2008.
Education
Expected in 1986
Associate of Science: Buiness and Travel MacIntosh College - , GPA:
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