Dalila Heard
Phoenix,AZ
Summary
Personable and dedicated Customer Service Representative with extensive experience in the Airline industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Relations Rep
American Airlines
11.2014 - Current
- Resolved Complex problems by analyzing PNR information and implementing effective solutions
- Working knowledge of Cognos, Advocate, Sabre, and Microsoft programs
- Managed time efficiently to meet case handling guidelines at 100% or better, while maintaining perfect quality scores
- Provided exceptional customer service by proactively anticipating customer’s needs, demonstrating empathy, and exceeding expectations.
- Better Business Bureau team participation, International Regulations Team participation, and Fulfillment Team assistance.
Teacher/Director
D&J Educational
08.2010 - 07.2014
• Supervised and mentored a team of staff members to ensure the smooth operation of the organization.
• Implemented and enforced Arizona state regulations to ensure the protection and well-being of children in the program.
• Developed innovative programs that provided engaging and educational experiences for children.
• Designed and implemented curriculum plans that fostered a stimulating learning environment.
• Communicated regularly with parents to provide updates on their child's progress and address any concerns.
Sales Consultant
Afni Inc.
10.2009 - 08.2010
• Reviewing customer's bill for concerns and addressing the problem.
• Communicating effectively with the customer to resolve their concerns.
- Analyzed customer needs and preferences to recommend appropriate products.
Education
Associate of Arts in Elementary Education -
University of Phoenix
Skills
- Teamwork
- Customer Service
- Written Communication
- Microsoft Outlook
- Inbound and Outbound Calling
- Complaint Handling
- Advocate
- Cognos
- Sabre
- OPA
References
- Jamilla Heard, (602) 349-7178 (personal)
- Jerica Nicolaides, (480) 332-0250 (professional)
Affiliations
- Reading
- Zumba/dance aerobics
- Spend time with family
Accomplishments
- Special recognition and nonstop for Quality Handling as well as for Case Handling Target at over 100%
Timeline
Customer Relations Rep
American Airlines
11.2014 - Current
Teacher/Director
D&J Educational
08.2010 - 07.2014
Sales Consultant
Afni Inc.
10.2009 - 08.2010
Associate of Arts in Elementary Education -
University of Phoenix