Anaïs Terry
Lithonia,GA
Summary
Experienced Global Ticketing Support agent with advanced ticketing utilizing DLTerm, RUMBA and other reservations customer service programs. Currently serving as a Global Ticketing Assist Agent (GTA), providing real-time support and guidance to ticketing specialists, assisting with airport-related inquiries, and facilitating training sessions to drive team performance and knowledge growth.
Overview
5
5
years of professional experience
Work History
Res Technology Piloteer Program
Delta Air Lines, Inc
Atlanta, GA
06.2023 - Current
- Collaborated with Reservations Technology teams to shape new technology enhancements by providing detailed feedback reports, identifying system issues, testing enhancements, and collecting end-user feedback.
Global Ticketing Support Specialist/ GTA Agent
Delta Air Lines, Inc
Atlanta, Georgia
11.2022 - Current
- Served as Global Ticketing Assist Agent (GTA), delivering real-time guidance and support to Global Ticketing Specialists on complex ticketing and fare-related issues for domestic and international travel.
- Assisted frontline and internal agents with airport-related issues, addressing travel disruptions, reissues, refunds, and schedule changes for Delta Connection, Joint Venture, and travel agency tickets.
- Analyze reservation and ticketing scenarios to identify accurate solutions while ensuring compliance with company policies and revenue protection standards.
- Proficient in reservation programs Rumba and DLTERM to address ticketing discrepancies.
- Conducted breakout sessions and knowledge-sharing meetings to train agents on new procedures, tools, and best practices.
- Strong verbal and written communication skills, focused on clarity and customer engagement.
Floor Support Agent
Delta Air Lines, Inc
Atlanta, GA
02.2022 - Current
- Supported Pre-Class Onboarding events, creating a positive learning environment for new hires.
- Participated in ACE experience, modeling Delta's Rules of Road while demonstrating empathy and kindness.
- Assisted with role plays and practice sessions, promoting professional phraseology and Delta Style Service to enhance learner skills.
- Partner with class facilitators to discuss learner progress and provide constructive feedback.
- Supported learners by monitoring engagement and comprehension, and conducting one-on-one chat sessions.
Messaging Customer Experience Specialist
Delta Air Lines, Inc
Atlanta, GA
08.2023 - 11.2023
- Provided thoughtful and empathetic resolutions to external customer needs via the digital platform LiveEngage, including domestic, international, and SkyMiles travel.
- Communicated effectively with customers across various scenarios, addressing simple ticket handling and complex issues before, during, and after travel.
- Managed multiple customer conversations simultaneously, maintaining quality service and response times.
- Researched and developed tailored solutions for customer needs, ensuring adherence to company policy.
Education
Bachelor of Arts - Motion Graphic Design
Savannah College of Art And Design
Atlanta,GA05-2018
Skills
- Technical troubleshooting
- Customer Service
- Analytical thinking
- Creative Problem Solving
- Effective communication
- Team collaboration
Business Resource Group
ABLE
GENGAGE
Timeline
Messaging Customer Experience Specialist
Delta Air Lines, Inc
08.2023 - 11.2023
Res Technology Piloteer Program
Delta Air Lines, Inc
06.2023 - Current
Global Ticketing Support Specialist/ GTA Agent
Delta Air Lines, Inc
11.2022 - Current
Floor Support Agent
Delta Air Lines, Inc
02.2022 - Current
Bachelor of Arts - Motion Graphic Design
Savannah College of Art And Design