Carla Walton
Customer Service/Hospitality professional
Union,KY
Summary
Dynamic customer service professional with a proven track record at Delta Air Lines, excelling in problem-solving and active listening. Enhanced customer satisfaction through effective resolution of concerns and upselling strategies, contributing to sales growth. Proficient in Microsoft Office and data analysis, fostering team development and operational efficiency.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
15
15
years of professional experience
Work History
Front Desk Agent
Keystone Hotels
10.2024 - Current
- Greet visitors and customers upon arrival, offer assistance, and answered questions to build rapport and retention.
- Contribute to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Take reservations over phone, in person, and via computer for guests and provided confirmation information.
- Streamline front desk operations for improved efficiency and faster service delivery.
- Develop strong relationships with repeat customers, leading to increased loyalty and return visits.
- Collaborate with housekeeping staff to ensure timely room availability and optimal guest experience.
Customer Experience Supervisor
Delta Air Lines, Inc
04.2010 - 10.2024
- Handled escalated calls and messages efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Analyzed customer feedback data to identify trends and areas in need of improvement, informing future strategies and initiatives.
- Improved customer satisfaction by efficiently addressing and resolving customer concerns and complaints.
Education
Associate of Science - COMPUTER SUPPORT MAJOR
Cincinnati State Technical And Community College
Cincinnati, OHSkills
- Customer service
- Problem-solving skills
- Computer proficiency
- Time management
- Oral and written communications
- Microsoft office
- Call center experience
- Active listening
- Team development
- Data entry
- Critical thinking
- LiveChat
Timeline
Front Desk Agent
Keystone Hotels
10.2024 - Current
Customer Experience Supervisor
Delta Air Lines, Inc
04.2010 - 10.2024
Associate of Science - COMPUTER SUPPORT MAJOR
Cincinnati State Technical And Community College
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