Darcel Thompson
Cincinnati,OH
Summary
Guest-oriented reservation agent with advanced customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations. Friendly, organized and hardworking with strong computer skills.
Overview
29
29
years of professional experience
Work History
Reservation Agent
Delta Air Lines, Inc
Cincinnati, OH
04.1996 - 10.2024
- Managed customer reservations using Delta's booking system efficiently.
- Assisted passengers with itinerary changes and special requests promptly.
- Provided information on flight schedules and travel policies clearly.
- Processed cancellations and refunds following company guidelines accurately.
- Handled high-volume calls while maintaining a positive attitude consistently.
- Educated customers on loyalty programs and benefits thoroughly.
- Maintained up-to-date knowledge of airline operations and industry trends regularly.
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Ensured all reservations were properly documented in the system.
- Processed customer payments for reservations over the phone.
- Resolved guest complaints by providing exceptional customer service.
- Assisted customers via phone by providing confirmations, answering questions, and offering general information.
- Provided support to other departments when needed.
- Relayed information on availability, pricing, and discounts to customers.
- Identified opportunities for cross-selling other products or services.
Education
Associate of Applied Science -
University of Cincinnati
Cincinnati, OH 08.2025 - 06.1992
Skills
- CRS management
- Booking system proficiency
- Flight scheduling knowledge
- Refund processing
- Loyalty program education
- Cross-selling techniques
- Issue resolution
- Communication skills
- Time management
- Attention to detail
- Problem solving
- Team collaboration
- Adaptability training
- Conflict resolution
- Telephone reception
- Customer engagement
- Travel reservations
- Call control
- Travel bookings
- Travel sales
- Upselling proficiency
- Reservation software
- Transportation information
- Telephone reservations
- International travel
- Customer reservations
- Sales
- Phone etiquette
- Reliability
- Passenger assistance
- Staff training
- Decision-making
- Itinerary planning
- Trace baggage
- Documentation and reporting
- Customer service
- Telephone etiquette
- Regulatory compliance
- Excellent communication
- Interpersonal communication
- Active listening
- Special needs assistance
- Reservation management
- Crisis management
- Customer documentation review
Accomplishments
- Millionaires Club 3 times
Timeline
Associate of Applied Science -
University of Cincinnati
08.2025 - 06.1992
Reservation Agent
Delta Air Lines, Inc
04.1996 - 10.2024