Tara Poole
Delta Air Lines, Inc
Winder ,GA
19
years of professional experience
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing and maintaining customer relationships.
Work History
5 Years
05.2015 - 05.2020
5 Years
Airport Customer Engagement Specialist
Delta Air Lines, Inc | Atlanta, GA
05.2015 - 05.2020
- Created and executed programs and workshops for internal and external customers.
- Analyzed Key Performance Indicators daily.
- Responsible for overall planning and organization of parties and events.
- Facilitated inter-departmental communication to effectively provide customer support.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved constant flow of customer questions with minimal wait times.
- Prepared and gave business reviews to senior management team regarding progress and roadblocks to growing business.
- Celebrated internal and external customers
- Developed long-term partnerships to support strategic customers in key market segments.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated over 500 personnel regarding updated company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Effective liaison between internal customers and management.
- Managed inventory tracking system to record deliveries, shipments, and stock levels.
13 Years 9 Months
08.2006 - 05.2020
13 Years 9 Months
Customer Service Representative
Delta Air Lines, Inc | Atlanta, GA
08.2006 - 05.2020
- Managed over 20 flights weekly ensuring flight schedules are respected.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informed passengers of essential travel information, such as travel times, transportation connections, and visa requirements to facilitate quality service.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
- Provided current and accurate fare, schedule, reservations and flight arrival and departure information to customers.
- Improved on-time departures times for Atlanta
- Strove for first point of contact resolution by taking true ownership of customer needs and issues.
- Resolved customer complaints by listening to grievances, determining causes and deciding best solution.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Tagged and transferred baggage from scales to designated conveyor belt.
- Sold, printed and reissued available tickets to customers at check-in and before boarding aircraft
- Assisted customers with ticketing and baggage check-in requirements.
- Disbursed and recorded appropriate gate passes.
- Communicated with site personnel by relaying information via radio calls.
- Monitored gate areas and addressed security situations with management.
- Utilized various software to input key data into hotel's database system.
- Suggested various packages and amenities to customers
- Helped customers find perfect accommodations to fit personal needs.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Greeted passengers professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Provided primary customer support to internal and external customers
- Responded to customer requests for products, services and company information
Skills
Inventory Management
Verbal and Written Communication
Customer Data Confidentiality
Multitasking and Prioritization
Creative Problem Solving
Calm and Professional Under Pressure
Upbeat and Positive Personality
Records Management
Timeline
Airport Customer Engagement Specialist
Delta Air Lines, Inc
05.2015 - 05.2020Read more
Customer Service Representative
Delta Air Lines, Inc
08.2006 - 05.2020Read more