Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cynthia DOFFOU

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the airline industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Resourceful call center representative, who consistently meets and exceeds productivity goals. Maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty. Detailed-oriented professionals with strong people and time management skills.

Overview

16
16
years of professional experience

Work History

Sky Club Ambassador

Delta Air Lines, Inc
08.2023 - Current
  • Engaged guests in conversation to offer hospitality, aid in service recovery and engender trust.
  • Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
  • Greeted customers and clients to create welcoming atmosphere and ensures an elevated level of hospitality.
  • Providing warm greeting to Guest by name and checking in using handhelds or self-check in kiosk.
  • Assisted team with operational policies and procedures to drive services.
  • Evaluated progress towards achieving mission goals using key performance indicators and implemented necessary changes for continuous improvement.

Associate Sales I

Global Sales Support
01.2022 - 08.2023
  • Evaluate B2B customer requests and determine appropriate solutions to resolve issues efficiently and effectively at the first point of contact (i.e. business exceptions/waivers; inventory access; airline fares; seat selection; refund requests; etc.)
  • Uses analytical reasoning and knowledge of sales guidelines, account value, and customer benefits to independently respond to Global Sales B2B customer requests for travel-related inquiries such as flight availability, schedule changes, ticketing changes, large-scale service disruptions, service failures, etc.
  • Consult travel agency partners to help them understand Delta and global partners' policies, products, ticketing fare rules and penalties, and online agency resources
  • Consult with travel agents to troubleshoot global ticketing issues and direct them to the appropriate resources (GDS provider, ARC/IATA, other airlines, etc.)
  • Collaborates across internal business partners (i.e. airport, reservations, RM, etc.) to resolve customer issues, often times requiring research and follow-up over multiple days and time zones
  • Distinguishes customer segments such as agency, corporate, or industry-specific verticals, and applies appropriate solutions (customer benefits vary by geographical region and point of sale)
  • Demonstrates proficiency in core Delta and industry business principles and processes and upholds Delta's Rules of the Road standards.
  • Self-motivated, with a strong sense of personal responsibility.

Customer Experience Supervisor

Delta Air Lines, Inc
10.2015 - 01.2022


  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Trained newly hired sales team in upselling techniques.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Maintain up-to-date knowledge of policy changes or fee structures
  • Developed highly empathetic client relationships and earned a reputation for delivering exceptional customer service.
  • Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
  • Achieved high levels of customer retention through proactive outreach efforts and diligent follow-up on issues or concerns.
  • Boosted overall productivity within the department through effective delegation of tasks based on individual strengths and skill sets among team members.
  • Mentored new hires in best practices for exceptional customer service delivery, setting them up for success from day one on the job.
  • Effectively managed escalated customer situations, working towards mutually agreeable resolutions while maintaining professionalism at all times.

Customer Service Specialist

Delta Air Lines, Inc
04.2013 - 10.2015
  • Assist passengers with booking requests online or on the phone
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Process payments for travel tickets, service fees, reissue fees, etc.
  • Resolve customers' service complaints, Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes, such as extreme weather conditions that could have affected passenger travel.
  • Adhering to all company policies and procedures.
  • Taking part in training and other learning opportunities to expand knowledge of company and position.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with leadership team to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Cross-trained and provided backup support for organizational leadership.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.

Human Resources Specialist

Aon Hewitt
04.2012 - 01.2013
  • Administered benefits programs, analyzed compensation and other competitive data and prepared budgets.
  • Educate clients on their benefits and solve complex issues relating to their health, savings, retirement plans, and human resource-related issues.
  • Maintains strict adherence to Aon Hewitt's security policies.
  • Displaying a high level of professionalism
  • Led open enrollment periods for health insurance coverage options, assisting employees in making informed decisions regarding their benefits selections.
  • Collaborated with department managers to identify staffing needs and create strategic recruiting plans.
  • Conducted regular performance evaluations, providing constructive feedback to foster professional growth.
  • Coordinated with external training providers to offer specialized development programs for staff.
  • Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.

Payroll Specialist

Rooms To Go Outlet
06.2009 - 03.2012
  • Maintained efficient internal accounting controls and adherence to accounting policies and other company policies and procedures.
  • Perform payroll functions, such as maintaining timekeeping information, processing and submitting payroll
  • Collect and deposit money into accounts, disburse funds from cash accounts to pay bills or invoices, and keep records of collections and disbursement to ensure accounts are balanced.
  • Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
  • Provided customer service to employees regarding payroll inquiries and issues.
  • Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
  • Verified and submitted timekeeping information for accurate and efficient payroll processing.
  • Resolved payroll discrepancies quickly and successfully.
  • Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
  • Maintained strict confidentiality of all payroll information and records.
  • Maintained confidentiality of sensitive employee information while addressing payroll concerns or disputes.
  • Collaborated with human resources to maintain up-to-date employee information for precise payroll calculations.

Education

Master of Science - Human Resources and Management

Strayer University
Morrow, Georgia
01.2026

Bachelor of Science - Human resources and management

Strayer University
Morrow, Georgia
03.2024

High School Diploma - undefined

CSP of Cocody
06.2001

Skills

  • Understanding Customer Needs
  • Product knowledge
  • Customer engagement
  • De-escalation Techniques
  • Upbeat and Positive Personality
  • Brand awareness
  • Multilingual proficiency
  • Problem-solving
  • Excellent communication skills with a focus on customer service
  • Adaptability and Accountability
  • Experience of Microsoft office-word and Excel
  • Team management

Timeline

Sky Club Ambassador

Delta Air Lines, Inc
08.2023 - Current

Associate Sales I

Global Sales Support
01.2022 - 08.2023

Customer Experience Supervisor

Delta Air Lines, Inc
10.2015 - 01.2022

Customer Service Specialist

Delta Air Lines, Inc
04.2013 - 10.2015

Human Resources Specialist

Aon Hewitt
04.2012 - 01.2013

Payroll Specialist

Rooms To Go Outlet
06.2009 - 03.2012

Bachelor of Science - Human resources and management

Strayer University

High School Diploma - undefined

CSP of Cocody

Master of Science - Human Resources and Management

Strayer University

Similar Profiles

CREATE PROFILE