Dennis McCall
Atlanta,GA
Summary
At Delta Air Lines, Inc., I excelled in roles demanding exceptional communication and crisis management skills, enhancing customer satisfaction and employee engagement. Leveraging technical troubleshooting and persuasive communication, I led cross-functional teams to surpass service goals, significantly improving client experience and operational efficiency.
Overview
19
19
years of professional experience
Work History
DOC Communicator
Delta Air Lines, Inc
Atlanta, Ga.
08.2024 - Current
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Completed day-to-day duties accurately and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked effectively in team environments to make the workplace more productive.
- Established or maintained cooperative relationships with representatives of community, consumer or public interest groups.
- Provided strategic guidance on how best to communicate complex topics or information in an easily digestible manner.
- Advised senior management on communication strategies and public relations matters.
- Developed internal communication channels to enhance employee engagement and information dissemination.
Concierge Supervisor
Delta Air Lines, Inc
Atlanta, Ga.
11.2022 - 08.2024
- Reviewed monthly invoices from vendors and suppliers related to concierge services provided.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Resolved customer complaints in a professional manner.
- Provided training and orientation sessions to new staff members on concierge policies and procedures.
- Established relationships with key stakeholders such as hotel staff, external suppliers and vendors.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Scheduled space or equipment for special programs, meetings and conferences.
- Built and maintained productive relationships with employees.
- Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability.
- Organized special events or activities at the request of hotel guests or management team.
Customer Support Team Lead
Delta Air Lines, Inc
Atlanta, Ga.
12.2019 - 11.2022
- Trained new team members on company policies, procedures, products, services, and technologies.
- Analyzed feedback from customers to identify areas of improvement in service delivery process.
- Liaised with cross-functional departments to train customer support team on products and services and troubleshooting techniques.
- Collaborated closely with other departments to ensure successful implementation of projects and initiatives related to client experience improvement.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Customer Service Supervisor
Delta Air Lines, Inc
Atlanta, Ga.
03.2017 - 12.2019
- Assisted in developing training materials for new hires as well as existing employees.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Maintained accurate records of customer interactions for future reference.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Resolved customer complaints or answered customers' questions.
Airport Customer Service Agent
Delta Air Lines, Inc
Atlanta, Ga.
10.2005 - 03.2017
- Assisted with baggage check-in and tagging for customers.
- Operated various computer programs related to customer service operations.
- Greeted passengers upon arrival and departure, providing ticketing assistance and general information.
- Verified identification documents such as passports or driver's licenses.
- Responded quickly to emergency situations by following appropriate protocols.
- Managed communication between airline personnel and customers in a professional manner.
- Coached staff on strategies to enhance performance and improve customer relations.
Education
Project Management Certification -
SHAW ACADEMY
Orlando, FL05.2021
Skills
- Nonverbal communication
- Cross-cultural communication
- Assertiveness
- Verbal communication
- Persuasion techniques
- Community management
- Crisis management
- Technical issue troubleshooting
Projects
Coaching/Mentoring Creative Data Problem-Solving Team Management Business Maturity Complaint Resolution Customer Service Leadership
Accomplishments
- Perfect Attendance Award
- Nominee for Chairman's Club
- Achieved Team Lead for Productivity
Timeline
DOC Communicator
Delta Air Lines, Inc
08.2024 - Current
Concierge Supervisor
Delta Air Lines, Inc
11.2022 - 08.2024
Customer Support Team Lead
Delta Air Lines, Inc
12.2019 - 11.2022
Customer Service Supervisor
Delta Air Lines, Inc
03.2017 - 12.2019
Airport Customer Service Agent
Delta Air Lines, Inc
10.2005 - 03.2017
Project Management Certification -
SHAW ACADEMY
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