Damita White
West Hartford
Summary
Dedicated professional in customer service and flight operations management, committed to enhancing the passenger experience. Proven ability to ensure safety compliance and provide effective support, contributing to streamlined operations and customer satisfaction.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Customer Service
Delta Airlines
10.2021 - Current
- Rebooked passengers' flights at customer service desk, ensuring timely travel adjustments
- Communicated important announcements to passengers at airport gate, enhancing travel experience
- Managed opening and closing of ticket counter, facilitating smooth passenger flow
- Processed vouchers for food and hotel.
- Board passengers onto aircraft
- Assist with wheelchairs
- Move jetbridge from aircraft
Oncall
DeltaT ParaTransit
Middletown
01.2023 - 06.2025
- Provided individualized support to students with disabilities to enhance their learning experience
- Assisted teacher in managing classroom activities to foster a positive learning environment
- Provided assistance to students with classroom assignments
- Escorted students to classrooms to ensure timely transitions and minimize disruptions
- Supported students during educational field trips
Customer Service Rep.
Delta Global Services
03.2015 - 06.2019
- Issue boarding passes, schedule, reschedule flight and baggage processing
- Guided passengers in efficient use of self-service check-in kiosks to enhance travel experience
- Assisted with arrival and check-in processes
- Inspect and verify passenger documentation
- Supervised unaccompanied minors and VIP passengers during airport procedures
- Direct passengers through Customs, Immigration
- Executed public announcements to inform passengers and supported colleagues across various locations
- Verified and checked bags for loading upon departure, ensuring compliance with airport authority standards
- Maintain the highest standards of safety and security
Call Center Rep
Aetna
12.2018 - 04.2019
- Answers and resolves issues for members, accommodated providers, sponsors.
- Guided and educated members through their member plan, benefits and Aetna policy
- Explained resources and Aetna regulatory guidelines to provide clear answers to policy questions.
- Handles incoming requests for appeals, performs reviews of member claim history
- Determines medical necessity, applicable coverage verified member plan eligibility
- Processed claim referrals, new claim handoffs and managed grievance and appeals
- Utilized threshold framework for financial decisions, educating members on their rights and benefits.
- Triages resulting rework to appropriate staff, documents, tracks contacts with members
- Educated providers on self-service options, assisting with credentialing and recredentialing processes.
- Handled requests from Aetna's Law Documented Center by reviewing and responding to inquiries.
- Assisted in the preparation of complaint reports in compiling with claim data for audits.
- Ensured accurate tracking of benefit maximums and financial data maintenance
- Used resources to produce quality letters utilizing spreadsheets responding to inquiries
Telecom Operator
Hartford HealthCare Med. Grp.
New Britain
03.2018 - 09.2018
- Operated telecommunications systems to ensure seamless communication between patients and staff.
- Responded promptly to emergency calls, assessing situations and prioritizing actions.
- Utilized switchboard directing calls to correct staff and departments
- Answered incoming calls and placed outgoing calls to facilitate effective communication.
- Provided overhead paging services to enhance communication efficiency for hospital staff and outside contractors.
- Recorded calls placed and received by all departments
- Monitors automated systems and messages, trains assisting new telephone operators
- Adhered to health, safety, fire, and bomb threat protocol
- Open and close telephone functionality of front office management
- Updated directory information in front office.
- Received patient messages, emails, and phone triages.
- Implement customer service to all patients and staff
- Provide relay service for hearing-impaired
Customer Service
Walmart
09.2010 - 04.2015
- Greeted customers and guided them to merchandise to enhance shopping experience
- Resolved customer complaints by providing tailored solutions to ensure satisfaction
- Process customers' returns or exchanges
- Receive payment by cash, check, credit, money gram
- Kept checkout areas tidy and organized for efficient customer service
- Created attractive merchandise displays to engage customers and drive sales
- Issue and redeem food stamps and coupons
- Compute and record totals of transactions
Mail Clerk
Bank of America
01.2012 - 04.2012
- Sorted and collated mail, efficiently disposing of junk mail to streamline processing.
- Placed mail in designated buckets for timely distribution.
- Open envelopes, date stamp all incoming mail.
- Receive outgoing mail and apply correct postage.
- Arrange for pickup of outgoing mail.
- Resupplied paper and ink in copy rooms and printing devices.
- Maintained adequate stock of mail supplies to support office operations.
- Operated fax and scanning machines for document processing.
Customer Service Supervisor
Whole Foods Market
08.2004 - 06.2007
- Overseeing and assessing customer service staff
- Supervised staff and trained in customer service duties
- Monitored activities and provided performance feedback to improve customer service effectiveness.
- Strategized, monitored customer service operation.
- Investigated customer service complaints and merchandise defects to identify solutions and enhance customer satisfaction.
- Executed staff development programs to enhance team skills, performance, and achieve team building goals.
- Managed staff yearly compliance of education of company policies and goals
- Coordinated cashier shifts to ensure adequate coverage during peak hours., and authenticated returns, exchanges and voids.
- Maintained documentation for department activities.
Education
Health Sciences
Goodwin College
East Hartford, CT11-2009
Skills
- Flight scheduling
- Passenger assistance
- Passenger documentation
- Customer service and support
- Customer safety
- Call handling
Certification
Customer Service Skills assessment - Proficient
Timeline
Oncall
DeltaT ParaTransit
01.2023 - 06.2025
Customer Service
Delta Airlines
10.2021 - Current
Call Center Rep
Aetna
12.2018 - 04.2019
Telecom Operator
Hartford HealthCare Med. Grp.
03.2018 - 09.2018
Customer Service Rep.
Delta Global Services
03.2015 - 06.2019
Mail Clerk
Bank of America
01.2012 - 04.2012
Customer Service
Walmart
09.2010 - 04.2015
Customer Service Supervisor
Whole Foods Market
08.2004 - 06.2007
Health Sciences
Goodwin College