Daneisha O'Brien
Fort Worth,TX
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
American Airlines
12.2021 - Current
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Researched and corrected customer concerns to promote company loyalty.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service Manager
American Airlines
09.2019 - 12.2021
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
Crew Chief
Envoy Air Inc.
08.2017 - 09.2019
- Maintained excellent attendance records, demonstrating dedication to punctuality and reliability as a key member of the team.
- Planned and filed daily flight plans for training missions, sorties, and patrol flights.
- Collaborated with other supervisors to address workflow challenges and develop innovative solutions.
- Maintained high levels of productivity by setting clear expectations and monitoring progress throughout each project.
- Organized and led pre-flight briefings for crew members.
- Managed team according to company standards and compliance requirements.
- Identified targets of opportunity during flight operations.
Customer Service Supervisor
Delta Air Lines, Inc
10.2010 - 02.2018
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Created, prepared, and delivered reports to various departments.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Education
High School Diploma -
Antioch High School
La Vergne, TNBachelor of Arts - Psychology
Tennessee State University
Nashville, TN05.2005
Skills
- Brand Management
- Adherence to high customer service standards
- Customer Relationship Management (CRM)
- Professional and Courteous
- Employee Coaching and Mentoring
- Schedule Coordination
- Inter-department collaboration
- Administrative Support
- Time Management
References
- Katina Turner - American Airlines
Manager on Duty
(617) 513-8267
- Derrick Proffitt - American airlines
Managing Director
(615) 498-8342
- Vincent Carcaterra - American Airlines
Director of Customer Care
(480) 529-3669
Timeline
Customer Service Manager
American Airlines
12.2021 - Current
Customer Service Manager
American Airlines
09.2019 - 12.2021
Crew Chief
Envoy Air Inc.
08.2017 - 09.2019
Customer Service Supervisor
Delta Air Lines, Inc
10.2010 - 02.2018
High School Diploma -
Antioch High School
Bachelor of Arts - Psychology
Tennessee State University