Danielle Callahan
Cincinnati,OH
Summary
At Delta Airlines, I excelled as a Customer Experience Agent, mastering complaint resolution and enhancing customer retention through active listening and effective communication. My adeptness in technical support and commitment to service excellence led to significant improvements in customer satisfaction, showcasing my ability to thrive in high-pressure environments and drive positive outcomes.
Overview
26
26
years of professional experience
Work History
Customer Experience Agent
Delta Airlines
08.1998 - 09.2024
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Leveraged excellent listening skills to understand each customer''s unique situation, resulting in tailored recommendations that met their specific needs.
Skills
- Complaint Handling
- Team Training
- Upselling
- Performance Tracking
- Call center experience
- Conflict Management
- Technical Support
- Customer Service
- Billing Adjustments and Refunds
- Trend Monitoring
- Client Advocacy
- Sales Transactions
- Transaction Processing
- Customer Data Confidentiality
- Product and service knowledge
- Service Upselling
- Issue and Complaint Resolution
- Time Management
- Problem-solving abilities
- Reliability
- Excellent Communication
- Customer service excellence
- Understanding Customer Needs
- Computer Skills
- Calm and Professional Under Pressure
- Multitasking Abilities
- Multitasking
- Problem-solving skills
- Calm Under Pressure
- Customer Retention Strategies
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Teamwork skills
- Problem Resolution
- Relationship Building
- Phone Etiquette
- Complaint resolution
- De-Escalation Techniques
- Time management abilities
Timeline
Customer Experience Agent
Delta Airlines
08.1998 - 09.2024
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