Anita Trent
Customer Service Representative
Jacksonville,FL
Summary
Highly organized and meticulous at Airlines Front line ticketing agent with experience in Baggage Service, Sky Club setting.
Proficient at preparing and maintaining files, greeting customers and guest. Exceptional communicator with strong judgement and critical thinking abilities.
A caring attitude while maintaining efficiency and optimizing revenue. Guest-oriented agent with advanced-level customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations and expand customer base.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Airport Customer Service Agent
Delta Airlines
Jacksonville, FL
11.2009 - 08.2021
- Airline Customer Service, Baggage Service Department, Boarding gates and Complaint Resolution Officer - CRO, providing high level service, engaging customers using active listening experience.
- Promoted to Delta Sky Club Ambassador, counter and incoming calls were handled for all questions, negotiated agreements between parties to reach win-win solutions to clarify Sky Club service with all valued customers to support customer concerns.
- Worked with Station Manager, Operation Service Manager, Passenger Service Agent to resolve passenger to improve operations and provide exceptional customer service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and service
Airport Customer Service Agent
Pinnacle Airlines-closed
Memphis, TN
11.1999 - 11.2009
- Managed Project Leader Program including on-site evaluations, internal audits and customer surveys as required to the Memphis Hub operational goals.
- Supervised 12 to 16 customer service agents in providing excellent customer service at various outstations, developed team communications and information for employee coverage and support during new personnel hiring for station coverage.
- Worked with local staff and customers to understand requirements fitted to each individual station and provide exceptional team service.
Administrative Assistant
Fort Sill National Bank
Fort Sill, OK
09.1981 - 11.1983
- Organized and maintained filing and document management systems by coordinating, archiving and purging files.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Handled management of communications, directed customers to executives by taking and making telephone calls, reviewing and prioritizing mail.
- Prepared packages for shipment by generating packing slips and setting up courier deliveries. Managed inventory in supply closet.
- Liaised with senior and executive administrative assistants to handle requests and queries from senior managers. Trained new assistants for all officers within the bank.
Education
Business Administration
University of Alaska Anchorage
Anchorage, AKBanking And Financial Support Services
Interstate Bank of Alaska
Anchorage, AKSkills
- Time management
- Time letter preparation
- Correspondence handling
- Documents filing
- Multi-line phone proficiency
- Filing and data archiving
- Daily Reports
- TSA Collaboration
- Passenger Assistance
- Detail Oriented
- Issue Resolution
- Problem-Solving
Certification
Received multiple exemplary customer service certificates from management, complimentary letters from passengers alike.
As well commendation awards from all outstations covered as project manager with Pinnacle Airlines.
References
References available upon request.
Timeline
Airport Customer Service Agent
Delta Airlines
11.2009 - 08.2021
Airport Customer Service Agent
Pinnacle Airlines-closed
11.1999 - 11.2009
Administrative Assistant
Fort Sill National Bank
09.1981 - 11.1983
Business Administration
University of Alaska Anchorage
Banking And Financial Support Services
Interstate Bank of Alaska