Daphne Bond-Calvin
Union City,GA
Summary
Dynamic Customer Service Agent with a proven track record at Delta Airlines, excelling in complaint handling and team collaboration. Demonstrated ability to enhance customer experience through exemplary work ethic and active listening, achieving significant improvements in customer satisfaction. Skilled in both conflict resolution and service-oriented tasks, ensuring efficient and empathetic customer interactions.
Overview
28
28
years of professional experience
Work History
Customer Service Agent
Delta Airlines
Atlanta, GA
01.1999 - Current
- Facilitated ticket purchasing, reservations, and customer assistance utilizing DL Term, SNAPP, and Knowledge Management platforms.
- Guided customers effectively towards Delta's technological solutions, enhancing their overall experience.
- Managed baggage services and handled DASH and cargo freight.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
Customer Service Agent
Continental Airlines
Memphis, TN
01.1997 - 01.1999
- Processed passenger check-ins and issued boarding passes.
- Facilitated boarding procedures at the gate.
- Performed ramp services including loading and unloading aircraft.
Education
PUBLIC RELATIONS -
Strayer University
Memphis, TN01.2009
HOSPITALITY MANAGEMENT -
CCI
Memphis, TN01.1991
BUSINESS ADMINISTRATION -
Southwest Community College
Memphis, TN01.1989
HIGH SCHOOL COMPLETION -
Westwood High School
Memphis, TN01.1989
Skills
- Investment product sales
- Issue documentation
- Issue escalation
- Complaint handling
- Team collaboration
- Active listening
- Conflict resolution
- Empathetic and genuine
- Verbal and written communication
- Service-oriented self-starter
- Exemplary work ethic
- Time management
- Customer service
References
Available Upon Requests
Timeline
Customer Service Agent
Delta Airlines
01.1999 - Current
Customer Service Agent
Continental Airlines
01.1997 - 01.1999
PUBLIC RELATIONS -
Strayer University
HOSPITALITY MANAGEMENT -
CCI
BUSINESS ADMINISTRATION -
Southwest Community College
HIGH SCHOOL COMPLETION -
Westwood High School
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