Courtney B. Scott
Atlanta,GA
Summary
Versatile specialist with results-driven and focused approach to completing work. Skilled leader, planner and problem-solver with several-year career in the field. Known for excellent attention to detail and great work ethic.
Overview
10
10
years of professional experience
Work History
Cargo Call Center Agent
Delta Air Lines
Atlanta, GA
10.2021 - Current
- Managed incoming cargo customer calls and emails, including booking, tracking, and tracing cargo shipments for general cargo, live animals, and pharmaceutical bookings
- Achieved Delta Cargo's largest revenue by 70% maximizing opportunities via booking domestic and international shipments
- Skilled in all levels for Customer Service Center telephone and email support using both Cargo Connect and In Contact, Loadtrac, Webvision and DeltaTerm
- Knowledgeable in aircraft types, operations, airline tariffs, and customs regulations.
Cargo Control Specialist
Delta Air Lines, Inc
Atlanta, GA
12.2023 - 06.2024
- Supported the mission of the (CCC) of proactive failure prevention, and rapid service recovery for premier customer service
- Took necessary action to support operational metrics, including calling stations when critical shipments are at risk of failure
- Monitored mail movement through stations using various reporting tools and contact stations to ensure prompt acceptance and scanning of mail
- Rebooked offloaded freight using established processes for prioritization and use other functional teams as needed to support service recovery efforts
- Worked real-time with Customer Service Center and Proactive Notification team to provide customers real-time updates on freight that fails to ride as booked
- Trained as iCARGO change champion and well versed in the trackonomy system.
Customer Service Agent
Delta Air Lines
New York, NY
11.2017 - 10.2021
- Delivered high-quality customer service to passengers throughout check-in and boarding process
- Boarded/deplaned flights using SNAPP and Delta Term prompt and efficiently
- Found solutions to challenges related to flight delays, cancellations, baggage issues and travel complications and IROP management
- Adhered to TSA and FAA, regulations, resulting in superior safety for passengers
- Promoted to working in specialty areas such as Customer Experience Liaison, And Remote Operations Agent.
Front End Sales Supervisor
Food Lion Supermarket
12.2014 - 11.2016
- Managed returns, exchanges, and refunds following store policy
- Supervised, hired, trained, and developed all employees capable of performing assigned duties
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Education
High School Diploma -
Leesville Road High School
Raleigh, NC06.2015
Skills
- Customer Relations
- Excels in all levels of Microsoft Office
- Cross-Functional Collaboration
- Can type 40WPM
- Administrative and clerical skills
- Experience in Leadership roles
- Analytical Skills
Awards
Delta Air Lines Chairman's Club Nominee-2023
Timeline
Cargo Control Specialist
Delta Air Lines, Inc
12.2023 - 06.2024
Cargo Call Center Agent
Delta Air Lines
10.2021 - Current
Customer Service Agent
Delta Air Lines
11.2017 - 10.2021
Front End Sales Supervisor
Food Lion Supermarket
12.2014 - 11.2016
High School Diploma -
Leesville Road High School
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