Chase Didas
Sandy,UT
Summary
Accomplished Customer Experience Specialist at Delta Air Lines, adept in PSS messaging and mentoring Business Partner Ace 1/2/3 classes with over 4 years of expertise. Demonstrating resilience, care and integrity, enhancing passenger interactions with every conversation. Excelling in servant leadership, guiding our Business Partners Conduent, WNS, and Teleperformance to embody Delta's values and serving as a point of reference for all of our business partners whether I'm messaging or actively participating in a class or covering the Team Lead chats.
Overview
12
12
years of professional experience
Work History
Customer Experience Specialist
Delta Air Lines
02.2019 - Current
- Implementing the rules of the road in every customer interaction to ensure I am providing the best possible customer experience.
- 1 1/2 years of experience with PSS phones.
- 4 years of experience with PSS messaging. Very knowledgeable in every area of PSS messaging and how the metrics work.
- 4 years of experience mentoring ACE 1/2/3 classes for our business partners Conduent, WNS, and Teleperformance as a point of reference for their facilitators. Also overseeing the entirety of their OJT while running daily debriefs to go over popular topics and struggles
- 4 years of experience covering the Team Lead chat for all three business partners. Doing the most possible to save transfers to other lines of business. Guiding them for any opportunities to make the experience the best possible for our passengers
Sales Manager
Wicked Selections
08.2017 - 02.2019
- Opened and closed a mixed retail store while also managing 3 to 4 employees at a time.
- Assisted in recruiting new team members when needed as well as interviewing them for the sales position
- Led a successful sales team by providing motivational coaching.
- Listened to customer feedback to enhance the experience of the store.
- Implemented new sales strategies and upsell opportunities to maximize revenue.
Operations Associate
Cabelas
03.2017 - 08.2017
- Followed shipping and receiving procedures for goods and materials.
- Worked the overnight shift to make sure the store was fully stocked and all possible online orders were fulfilled
- Managed inventory levels for optimal product availability.
- Participated in numerous store renovations to make the sales floor as efficient as possible
Sales Associate
Spring Mobile AT&T
06.2016 - 03.2017
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Set up new phone lines as well as upgrading customers current devices and service plans
- Provided customers with upsell opportunities that benefited both them and the company
Collections Agent
Discover Card
05.2015 - 06.2016
- Built a relationship with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls.
- Negotiated to collect balance in full by setting up certain payment plans and using first contact resolution to wave available late fees to help a customer deal with fixing credit during a tough time
- Won Employee of the department multiple times by setting up the most payment plans
Assistant Operations Manager
Best Buy
07.2013 - 04.2015
- Started as a cashier and customer service agent and worked my way up to assisting the operations manager
- Unloading shipments in the early morning hours prior to the store opening, updating prices on a daily basis as different items are added and other items are put on sale, also fulfilling online orders
- Coordinated the schedule with the Operations Manager for other employees on the operational team
- Unloaded shipments 4 times a week including heavy appliances such as washers, driers, televisions, dishwashers, etc
Shift Leader
Carl's Jr
07.2012 - 07.2013
- Trained new employees by teaching them daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software both in the restaurant as well as the drive thru.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
Education
High School Diploma -
Jordan High School
Sandy, UT06.2013
Skills
- Showing integrity with every conversation with passenger no matter what the circumstances by fulfilling promises made by previous reps, doing my best to fix mistakes I have made or previous reps have made and being truthful in every interaction I have with our passengers
- Being resilient during tough times Such as being here through the pandemic, countless weather events, most recently the CrowdStrike outage, and all other unforeseen issue we have experienced Still delivering the Delta brand in the best possible light
- Showing care in every interaction with our passengers as well as showing care with every Business Partner I have mentored over the last 4 years Making sure to utilize all possible tools to make every experience the best possible
- Servant leadership while mentoring business partner ACE 1/2/3 classes and covering the Team Lead chats for Conduent, WNS, and Teleperformance Teaching the rules of the road with their initial or upskill training As well as instilling they are part of the Delta family no matter where they are located
Timeline
Customer Experience Specialist
Delta Air Lines
02.2019 - Current
Sales Manager
Wicked Selections
08.2017 - 02.2019
Operations Associate
Cabelas
03.2017 - 08.2017
Sales Associate
Spring Mobile AT&T
06.2016 - 03.2017
Collections Agent
Discover Card
05.2015 - 06.2016
Assistant Operations Manager
Best Buy
07.2013 - 04.2015
Shift Leader
Carl's Jr
07.2012 - 07.2013
High School Diploma -
Jordan High School
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