Denasha Callender
Brooklyn,New York
Summary
Proficient and dedicated customer service professional with extensive experience in the hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Encouraged to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, fostering partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Red Coat Trainer
Delta Air Lines, John F. Kennedy Intl. Airport
04.2024 - 08.2024
- Provided one-on-one mentoring to help reach their full potential within the company.
- Provided coaching and mentoring to Red Coat colleagues.
- Mentored new hires through 4 weeks of lobby and gates training, resulting in stronger staff development and increased productivity.
- Developed customized training materials such as PowerPoint presentations reflecting the company's policies and core values
- Developed lesson plans, instructional materials and written practice tests for gates operation training courses.
- Evaluated the effectiveness of training initiatives by tracking new hires progress and gathering feedback for continuous improvement.
Red Coat Command Center Coordinator
Delta Air Lines, John F. Kennedy Intl. Airport
06.2023 - 04.2024
- Performed as the Above Wing Liaison for the company's daily operations in John F. Kennedy International airport
- Collaborated with various departments, including airport tower, real-time station management, ramp operation, and flight crew to ensure safe and on time departures
- Coordinated with leadership and service recovery team in effective decision making on customer accomodations during irregular operations
- Provided essential information to gate agents regarding their flights through Flight Family system and verbal communication
- Resolved ticketing issues and addressed miscommunications related to customer upgrades
- Learned and adapted quickly to new technology and software applications.
Red Coat Agent
Delta Air Lines, John F. Kennedy Intl.
06.2017 - 06.2023
- Conducted briefings and demonstrated efficient working knowledge of DL Term, Kiosk Assist, and SNAPP
- Boosted team morale by recognizing colleagues' exemplary customer service.
- Implemented safety leadership throughout the operation.
- Collaborated with fellow agents and departments to address and resolve unexpected situations in the operation, ensuring a smooth travel experience for all customers.
- Exhibited discerning ability to resolve conflicts in a fast-paced environment
- Delivered exceptional assistance during irregular operations, minimizing frustration for affected customers.
- Assisted customers with special needs, accommodating their requirements and ensuring a secure travel experience.
Customer Service Representative
Delta Air Lines, John F. Kennedy Intl. Airport
10.2013 - 06.2017
- Greeted customers and provided exceptional customer service through the lobby, baggage and gates operation
- Developed strong knowledge of the company's policies to efficiently address customers' inquiries pertaining to their flights
- Worked well in a team setting, providing support and guidance.
- Demonstrated proficiency with the company's software, SNAPP and DL Term, for processing upgrades, seat changes, checking in and printing customers boarding passes, managing tickets, rechecking bags, and handling bag tag information.
- Managed time and safety efficiently in on time departures for the customers and company's positive feedback.
Education
Bachelor of Science - Psychology
SUNY At Buffalo
Buffalo, NY05-2013
Skills
- Attention to Details
- Customer Service
- Time Management
- Clear Verbal Communication
- Proficient in Microsoft Software
- Critical Thinking
- Conflict Resolution
- Adaptability
- Data Entry
Timeline
Red Coat Trainer
Delta Air Lines, John F. Kennedy Intl. Airport
04.2024 - 08.2024
Red Coat Command Center Coordinator
Delta Air Lines, John F. Kennedy Intl. Airport
06.2023 - 04.2024
Red Coat Agent
Delta Air Lines, John F. Kennedy Intl.
06.2017 - 06.2023
Customer Service Representative
Delta Air Lines, John F. Kennedy Intl. Airport
10.2013 - 06.2017
Bachelor of Science - Psychology
SUNY At Buffalo
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