Dakari Jones
Luxury Travel & Hospitality Operations Management
Hawthorne,CA
Summary
Knowledgeable and dedicated customer service professional and project manager with strengths in daily operations management, workflow improvements and customer service; in addition to extensive experience in the Airline/Luxury Hospitality industry. Excited to seek and maintain full-time position that will offer professional challenges and allow utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Member Experience Manager
Private Suites
Los Angeles, CA
09.2021 - Current
- Provided the highest level of customer service to our high-end clientele that consisted of Entertainers, Domestic and International Political Leaders, High-profile celebrities, and high valued passengers
- Promoted the safety, comfort, and welfare of passengers by following Federal Regulations and Company policy plans
- Resolve member concern or complaints and kept senior management informed of escalating issues
- Screened members for specific entrance criteria, refused patrons for not meeting Airline standards, while provided alternative options for admission
- Organized essential travel documentation upon passenger arrival for a seamless streamlined travel experience
- Maximize productivity rates by proactively providing feedback on operational concerns and product issues
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding charge accounts and loyalty programs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Guaranteed compliance with company policies and procedures by holding hourly agents accountable, maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies
- Execute various administrative tasks including scheduling, submission of operational reports, and other correspondence for Corporate Development Team and senior leadership
Staff Assistant I
American Airlines, Inc
Los Angeles, CA
01.2022 - 01.2023
- Handled 70+ Daily tickets, revolving around employee sign ups, retrieving employee data, researching operational information, and cancelling contracts
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Executed record filing system to improve document organization and management.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Created and maintained databases to track and record customer data.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Assisted development and implementation of new administrative procedures.
- Developed strategies to streamline and improve office procedures.
- Liaised between clients and vendors and maintained effective lines of communication.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Provided clerical support, addressing routine, and special requirements.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Assisted manager in all aspects of business operations.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Upheld strict visitor security protocols for office, effectively protecting assets and personnel from unauthorized visitors.
- Boosted productivity by keeping office records current, well-organized and efficiently accessible for various needs.
- Updated database of contacts and resources for company-wide distribution.
- Offered technical support and troubleshot issues to enhance office productivity.
- Managed calendars and coordinated travel arrangements and accommodation for senior-level staff to optimize schedules.
- Developed and maintained filing systems to facilitate easy access to information.
- Monitored and ordered supplies and materials to keep office well stocked.
- Collected and input timesheet data into automated accounting system and processed labor corrections.
Assistant Supervisor/Dispatcher
Airport Terminal Management
Los Angeles, CA
09.2018 - 01.2020
- Supporting Operational Managers with respect to data retrieval, data analysis and correlation of performance statistics
- Developed, planned, and implemented legally adherent and effective procedures for office operations
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Developed and maintained relationships with customers and suppliers through account development.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Worked with management team to implement proper division of responsibilities.
- Supported Supervisor by preparing production reports and collating quality documentation.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained compliance with company policies, objectives, and communication goals.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Monitored workflow to improve employee time management and increase productivity.
- Coordinated with day shift supervisor to balance staffing as workloads changed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 70+ daily calls.
- Directed dispatching, routing, and tracking of employees
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Airport Customer Service Agent
Lufthansa Airlines
Los Angeles, CA
05.2018 - 01.2020
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Used airline computer system to create airline tickets and boarding passes.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Operated PA system to make announcements regarding flight activity.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Education
Certificate - Google Data Analytics
Coursera
01.2023
Associate of Science - Business Administration And Management
El Camino College
Torrance, CA06.2020
Skills
- Senior Leadership Support
- Active Listening
- Customer Service Process Improvement
- Business Development Understanding
- High-Volume Environments
- Conflict Resolution
- System Implementation
- Customer Service
- Conflict Mediation
- Team Leadership
- Scheduling
- Training and Development
- Schedule Coordination
- Schedule Management
- Customer Relations
- Inter-department collaboration
- Training and mentoring
- Staff Management
- Business administration
- Strategic planning
- Team Building
- Motivational Leadership
- Handling Customer Complaints
- Decision Making
- Team Management and Supervision
- Coaching and Mentoring
- Staff Development and Training
- Performance Management
- Report Preparation and Analysis
- Employee Motivation and Discipline
- Customer Service Management
- Office Equipment Management
- Leadership and Change Management
- Honesty and Integrity
- Travel Coordination
- Attention to Detail
- Diligent Follow Through
- Adaptable and Resilient
- Friendly and Relatable
- Teamwork and Collaboration
- Decision-Making
- MS Office
- Multitasking Abilities
- Organization and Time Management
- Flexible and Adaptable
- Data Entry
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Try again. Fail again. Fail better.
Samuel Beckett
Timeline
Staff Assistant I
American Airlines, Inc
01.2022 - 01.2023
Member Experience Manager
Private Suites
09.2021 - Current
Assistant Supervisor/Dispatcher
Airport Terminal Management
09.2018 - 01.2020
Airport Customer Service Agent
Lufthansa Airlines
05.2018 - 01.2020
Certificate - Google Data Analytics
Coursera
Associate of Science - Business Administration And Management
El Camino College
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