Summary
Overview
Work History
Education
Skills
Accolades
Timeline
Generic

Christina Grier

Loganville,GA

Summary

Talented Team Leader and Mentor experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training in addition to building positive rapport, inspires trust and guides teams toward achievement of organizational goals. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership.


Overview

24
24
years of professional experience

Work History

Team Lead

Delta Air Lines
8 2021 - Current
  • Conduct and evaluate observations of customer interactions to drive customer satisfaction.
  • Focus on elevating teams' performance through continuous feedback and recognition.
  • Utilize tools to assist with coaching sessions.
  • Foster first specialist's resolution through the following activities: real-time support, skill transfer, and building confidence in decision making.
  • Assist specialists with implementing individual development plans.
  • Deliver effective and timely huddles.
  • Recognize and celebrate performance and milestones.
  • Lead weekly team meeting for 15 specialists.
  • Meets all performance and reliability metrics.

Customer Care Supervisor

Delta Air Lines
03.2019 - 08.2021
  • Responds to complaints/compliments on behalf of CEO and Executive Leadership Team.
  • Answers and responds to escalated calls from Frontline Supervisors all while maintaining a low hold time.
  • Address email complaints submitted via our Social Media avenues with a turnaround time of three days or less.
  • Issues various and agreeable goodwill gestures to the customers on behalf of Delta Air Lines.
  • Assist with Regulatory cases that involve Disability and Oversales issues
  • Acts as Point of Contact for Frontline Supervisors.
  • Serves as Delta Champion/Safety Team Member which oversees and coordinates the safety walkthrough for the office.

Customer Care Supervisor

Delta Air Lines
10.2017 - 02.2019
  • Selected to be a Mentor for the New Hire Class.
  • Acted as Floor Support for JV CES Cross Utilization Pilot.
  • Responded to emails from customers regarding compliments and complaints.
  • Answered inbound/make outbound calls from/to customers when there are flight issues.
  • Acted as the Point of Contact for the evening shift as assigned by CEM or BA.
  • Created cases using our Company database Phoenix.
  • Issued various and agreeable goodwill gestures to the customer on behalf of Delta Air Lines.
  • Worked with different Departments to come up with a solution for the customer.

Baggage Agent

Delta Air Lines
03.2017 - 10.2017
  • Answered inbound calls regarding delayed/damaged bags.
  • Created files to process delivery of delayed bags.
  • Provided flight information for delayed bags.
  • Issued various denominations of gift cards and sky miles compensation to passengers.

Patient Services Representative

Dent1st Dental
02.2014 - 02.2016
  • Accountable for check-in and check-out of patients which includes scheduling next office visits.
  • Answered incoming calls from patients regarding insurance and statement inquiries/customer service.
  • Performed clerical related duties consisting of light data entry and tallying money sheets.
  • Collection of patient copays and posting to accounts.
  • Verified insurance coverage for new and existing patients.
  • Acted as Patient Coordinator for the Periodontal Department.

Disability Specialist II

Sedgwick CMS
05.2007 - 03.2012
  • Oversaw processing claims management of Short-Term and Long-Term Disability claims within a call center setting.
  • Claims Review experience.
  • Contacted medical providers regarding submitted documentation.
  • Triaged Short-Term Disability Claims.

Data Entry Social Services Technician

Dekalb County Department of Family and Children Services
04.2000 - 05.2007
  • Keyed information gathered by our intake/investigation’s unit.
  • Created file folders for new and incoming cases.
  • Researched Medicaid coverage for payments.
  • Managed case number logs for CPS, APS, and Foster care/Adoptions units.
  • Originated a new system for routing of mail.
  • Updated the Foster Home Database information with demographic information.
  • Performed Administrative Assistant duties for DHS Directors.

Education

General Studies -

Columbus High School
Columbus, GA

Information & Business Office Technology - undefined

Columbus Technical College
Columbus, GA

undefined

Columbus Technical College
Columbus, GA

Skills

  • Production Monitoring
  • Regulatory Compliance
  • Trend tracking
  • Schedule Management
  • Performance monitoring
  • Complaint resolution
  • Employee Evaluation
  • Workplace Safety
  • Diversity and Inclusion
  • Performance Improvement
  • Coaching and Mentoring
  • Key Performance Indicators
  • Customer Focus
  • Influencing skills
  • Documentation And Reporting
  • Team Supervision
  • Coaching
  • Mentoring
  • Meeting facilitation
  • Attention to Detail
  • Problem-Solving
  • Conflict Resolution
  • SMART goals
  • Leading Team Meetings
  • Teamwork and Collaboration
  • Expectation setting
  • Goal Setting
  • Team Check-Ins
  • Effective Communication
  • Professional Demeanor
  • Quantitative skills
  • Active Listening
  • Reliability

Accolades

  • Dekalb Department of Family and Children Services-Employee of the Month, 11/2001
  • Dekalb Department of Family and Children Services-Employee of the Month, 02/2003
  • Sedgwick CMS-Values in Action: To Deliver Excellence, 02/2009
  • Sedgwick CMS-Values in Action: To Deliver Excellence, 05/2009
  • Alpha Pi Zeta Sorority, Inc. Chapter Vice President, 05/2016
  • Alpha PI Zeta Sorority Inc. Chapter President, 06/2019
  • Alpha Pi Zeta Sorority Inc. National Chaplain, 03/2020
  • Delta Air Lines- Blue Ribbon Award Winner, 03/2018
  • Delta Air Lines- Blue Ribbon Award Winner, 05/2018
  • Delta Air Lines- Blue Ribbon Award Winner, 07/2018
  • Delta Air Lines- Blue Ribbon Award Winner, 09/2018
  • Delta Air Lines-Chairman’s Club Nominee, 05/2019
  • Delta Air Lines-Chairman’s Club Nominee, 05/2021
  • Delta Air Lines-Chairman’s Club Nominee, 06/2022
  • Delta Air Lines-Chairman’s Club Nominee, 04/2023
  • Delta Air Lines DE&I Council Ally, 03/2021
  • Delta Air Lines GENGAGE Development Committee, 04/2023
  • Delta Air Lines Green Up Ambassador, 08/2023

Timeline

Customer Care Supervisor

Delta Air Lines
03.2019 - 08.2021

Customer Care Supervisor

Delta Air Lines
10.2017 - 02.2019

Baggage Agent

Delta Air Lines
03.2017 - 10.2017

Patient Services Representative

Dent1st Dental
02.2014 - 02.2016

Disability Specialist II

Sedgwick CMS
05.2007 - 03.2012

Data Entry Social Services Technician

Dekalb County Department of Family and Children Services
04.2000 - 05.2007

Team Lead

Delta Air Lines
8 2021 - Current

General Studies -

Columbus High School

Information & Business Office Technology - undefined

Columbus Technical College

undefined

Columbus Technical College

Similar Profiles

CREATE PROFILE
Christina Grier