Davara Flood
Fort Worth,TX
Summary
Dedicated and meticulous Solutions Consultant with over 13 years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible and focused team player with expertise in customer relationship management, document control, time management and complex problem-solving. Dependable self-starter seeking to leverage background into a progressive organization.
Overview
18
18
years of professional experience
Work History
Customer Relations Travel Professional
American Airlines
08.2022 - 03.2024
- Conducted regular reviews of customer feedback, identified areas for improvement, and implemented changes accordingly.
- Identified opportunities to upsell products or services to existing customers.
- Collaborated with other departments within the organization to ensure customer satisfaction.
- Developed strategies for improving customer retention rates through loyalty programs.
- Tracked performance metrics related to customer service activities such as response times, resolution rates.
- Responded promptly to all incoming calls, emails, letters, or other communications from customers.
- Facilitated communication between management teams and clients regarding issues or concerns that arise during projects.
- Participated actively in team meetings focused on improving overall customer experience.
- Consulted with customers to resolve service and billing issues.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Referred unresolved customer grievances to designated departments for further investigation.
Reservation Agent
American Airlines
07.2021 - 08.2022
- Answered inbound calls and responded to customer inquiries regarding reservations
- Researched and resolved guest complaints via phone by providing confirmations, answering questions and offering general information.
- Verified guest information and payment options ensuring accuracy and completeness.
- Relayed information on availability, pricing and discounts to customers.
- Processed customer payments for reservations over the phone.
- Provided support to other departments when needed.
- Identified opportunities for cross-selling other products or services.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Financial Advisor
Fidelity Investments
08.2020 - 01.2021
- Responded promptly to customer inquiries regarding their accounts or other services offered by the firm.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Communicated regularly with clients via phone, email, or video conferencing regarding their financial matters.
- Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms.
- Developed financial plans and strategies tailored to clients' individual needs.
- Conducted detailed analysis of clients' current financial situation, including risk assessment, cash flow management, and retirement planning.
- Analyzed potential investments such as stocks, bonds, mutual funds, real estate and insurance products for clients.
- Provided advice on tax-advantaged investment opportunities.
- Maintained accurate records of all client interactions and transactions in accordance with company policy and regulatory requirements.
- Attended continuing education seminars to stay abreast of changes in the industry regulations and best practices.
- Advised high net worth individuals on complex wealth management issues related to trusts, estates, asset protection planning, philanthropy.
- Managed strong relationships with third-party administrators, and attorneys, fostering seamless communication and coordination within the industry.
Front Desk Agent
24 Hour Fitness
07.2018 - 08.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Offered assistance, and answered questions to build rapport and retention.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained clean and organized front desk areas to uphold polished company image.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
Customer Service and Claims Manager
Parking Concepts
10.2010 - 07.2018
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Maintained personnel records and updated internal databases to support document management.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Maintained accurate documentation of company policies and procedures for easy reference by all employees.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
- Coordinated company events and meetings to foster teamwork and boost employee morale.
- Enhanced internal communication by creating a centralized information hub accessible to all staff members.
- Developed and maintained up-to-date database of contacts, facilitating quick and efficient communication.
- Implemented customer feedback system, leading to improved service delivery and customer satisfaction.
- Enhanced data security measures, conducted regular system backups to prevent data loss.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Customer Service Representative
Wal-mart Neighborhood Market
07.2009 - 10.2010
Front Desk and Kids Club Clerk
LA Fitness
01.2008 - 09.2010
Teacher
Primrose Pre-School
08.2007 - 05.2008
Front Desk Clerk
La Quinta Inn and Suites
01.2006 - 01.2007
Education
Massage therapist certification -
Hi-Tech
12.2010
Child Psychology -
Southern University
05.2005
High School Diploma -
Haltom High School
05-2001
Skills
- Customer service
- Proficient in Microsoft Office Software
- Data entry
- Attention to detail
- Recordkeeping and file management
- Verbal and written communication
- Task delegation
- Orientation and training
- Administrative support
- Personable and approachable
- Data confidentiality
- Conflict resolution
- Scheduling
- Deadline adherence
- Flexible schedule
- Service-oriented
- Handle multi-line calls
- Deposits and cash handling
- Work efficiently individual or as a team
- Dispatch
- Quick study
- Works well under pressure
- Auditing and financial claim submissions
- Classroom Management
- Travel Arrangements
- Reservations Management
- Mentoring and training
- Logistics support
- Regulatory Compliance
- Relationship Management
- Client Relations
- Team Oversight
- Social Media
- High volume environments
Timeline
Customer Relations Travel Professional
American Airlines
08.2022 - 03.2024
Reservation Agent
American Airlines
07.2021 - 08.2022
Financial Advisor
Fidelity Investments
08.2020 - 01.2021
Front Desk Agent
24 Hour Fitness
07.2018 - 08.2019
Customer Service and Claims Manager
Parking Concepts
10.2010 - 07.2018
Customer Service Representative
Wal-mart Neighborhood Market
07.2009 - 10.2010
Front Desk and Kids Club Clerk
LA Fitness
01.2008 - 09.2010
Teacher
Primrose Pre-School
08.2007 - 05.2008
Front Desk Clerk
La Quinta Inn and Suites
01.2006 - 01.2007
Child Psychology -
Southern University
Massage therapist certification -
Hi-Tech
High School Diploma -
Haltom High School
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