Caitlin Rowe
Clifton Park,NY
Summary
With a robust background at Delta Air Lines, Inc, I excel in delivering exceptional customer service and adeptly managing high-value customer relations. My expertise in SNAPP/Delta Term and conflict resolution, combined with a proven track record of enhancing operational efficiency, positions me as a dynamic candidate skilled in both technical and interpersonal capabilities.
Overview
9
9
years of professional experience
Work History
Customer Service Agent
Delta Air Lines, Inc
02.2019 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers especially to our HVC's.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers with a positive attitude and focus on customer satisfaction.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience for all customers.
- Using SNAPP tools to identify and prioritize HVC's during an IROP.
Passenger Service Agent
Delta Air Lines, Inc
07.2017 - 02.2019
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Implemented operational improvements that led to reduced delays and improved on-time performance metrics for flights.
- Resolved escalated customer issues in a professional manner, resulting in increased loyalty from satisfied clients.
Elite Services Ambassador
Delta Air Lines, Inc
03.2016 - 07.2017
- Provided transportation to VIP's and HVC's via Porsche and/or Electric cart on the tarmac and airport safely and efficiently.
- Worked with various non-profit organizations such as 'Make-A-Wish" and ensured customers and their families felt cared for.
- Collaborated with team members to provide consistent service quality across all touchpoints.
- Provided 'Surprise and Delight" services to customers promoting loyalty.
- Maintained constant cleanliness of vehicles.
- Communicated with multiple departments/stations when necessary for various reasons.
Ramp Agent
Delta Air Lines, Inc
12.2015 - 03.2016
- Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
- Guided aircraft into and out of parking positions using hand signals.
- Maintained clean ramps, preventing trip hazards or debris from interfering with aircraft movements or personnel safety.
- Loaded and unloaded luggage and freight .
Skills
- Efficient in both SNAPP and Delta Term
- Excellent ticketing
- Excellent Customer Service
- Former CRO/GSC
- Experience driving numerous equipment on the ramp
- Provides exceptional customer service to HVC's
- Excellent conflict resolution
- promotes safety
Timeline
Customer Service Agent
Delta Air Lines, Inc
02.2019 - Current
Passenger Service Agent
Delta Air Lines, Inc
07.2017 - 02.2019
Elite Services Ambassador
Delta Air Lines, Inc
03.2016 - 07.2017
Ramp Agent
Delta Air Lines, Inc
12.2015 - 03.2016
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