Duntenia Fitts
MCDONOUGH,Georgia
Summary
Cultivated strong relationships and resolved conflicts while ensuring compliance and optimizing workflows through digital tools and cross-functional team coordination.
Overview
19
19
years of professional experience
Work History
Childcare center owner
Misfits childcare
Georgia
01.2022 - 01.2025
- Built and maintained strong relationships with 50+ families, ensuring high satisfaction and retention through personalized service and clear communication
- Managed all daily operations, including scheduling, resource allocation, and maintaining a 100% compliance rating on all state inspections, ensuring a safe and positive environment
- Introduced age-appropriate curricula and activity rotations, boosting engagement and strengthening school-readiness outcomes for enrolled children
- Documented daily observations, incident reports, and developmental milestones to ensure traceable progress and informed parent updates
- Assessed enrollment trends and adjusted staffing and program offerings, aligning capacity with demand for steady utilization
- Partnered with parents and specialists to create individualized behavior plans, promoting consistent routines and noticeable improvements at home and center
- Implemented a digital check-in/out and messaging system, improving transparency and reducing administrative back-and-forth for families
- Established clear health and sanitation protocols, training assistants to uphold standards that supported child wellbeing
- Crafted community outreach and referral initiatives, elevating local visibility and contributing to sustained enrollment growth
Lounge lead agent
American Express
Atlanta Airport, Georgia
02.2022 - 08.2024
- Provided concierge-level service to elite Black Card holders, managing all aspects of their lounge experience and resolving complex, high-stakes issues with discretion and professionalism
- Served as a lead agent, coordinating lounge operations and ensuring seamless service delivery in a high-end, fast-paced hospitality environment
- Expertly managed challenging customer conversations, maintaining a high level of satisfaction and brand loyalty
- Directed shift staffing and task allocation to balance traffic surges, sustaining smooth throughput and minimizing guest wait times
- Monitored compliance with security and access protocols, safeguarding restricted areas while preserving a premium guest atmosphere
- Coordinated with catering and facilities to align service schedules, preventing stockouts and keeping amenities consistently available
- Tracked recurring service pain points and briefed management with actionable insights, enabling targeted process refinements
- Introduced a quick-reference SOP guide for agents, accelerating onboarding and promoting consistent, high-caliber service delivery
- Enforced brand standards and appearance guidelines during peak periods, upholding a polished environment without disrupting operations
- Coached new team members on de-escalation and etiquette, building confidence and reinforcing a calm, guest-first culture
US Bank
Remote
01.2023 - 01.2024
- Performed high-volume financial transactions and provided customer support, ensuring accuracy and adherence to banking regulations
- Resolved account discrepancies by investigating ledger variances, restoring record integrity and reinforcing client confidence
- Assessed identification and documentation for account openings, preventing compliance gaps and mitigating operational risk
- Partnered with branch and back-office teams to expedite wire transfers, improving turnaround time and customer satisfaction
- Simplified routine service scripts for common inquiries, shortening call times and elevating first-contact resolution
- Educated customers on digital banking features and security practices, increasing adoption while reducing support requests
- Calmly guided clients through fraud claims procedures, ensuring clear expectations and steady progress toward resolution
Lead gate agent
Delta Air Lines
Atlanta, Georgia
03.2018 - 12.2022
- Managed check-in, boarding, and re-accommodation for 190-300 passengers per flight, across 8-10 daily flights, totaling 1,500 to 3,000 daily customer interactions
- Resolved complex ticketing, logistical, and customer service issues under extreme time constraints, maintaining operational efficiency and customer satisfaction
- Coordinated with flight crews, ground staff, and ticketing agents to ensure on-time departures and a positive customer experience
- Directed irregular operations at the gate, reallocating resources to keep turnarounds moving and preserve schedule integrity during disruptions
- Monitored load factors and seat maps to execute upgrades and reassignments, improving cabin balance and utilization without delays
- Partnered with maintenance and ramp teams to clear MEL-related gate actions, enabling timely pushback and smoother handoffs
- Verified travel documents and special-service requests, preventing compliance issues and ensuring smooth boarding for varied passenger needs
- Enforced boarding priorities and carry-on policies with clear announcements, reducing jetway crowding and expediting door closure
- Audited name corrections, SSR entries, and PNR remarks at the gate to avoid downstream rework and ensure seamless boarding for special cases
- Maintained calm, respectful engagement with anxious travelers, diffusing tension and preserving trust during high-stress schedule changes
- Facilitated pre-departure briefings with ramp, catering, and cleaning teams, surfacing blockers early and safeguarding on-time performance
- Orchestrated gate turnaround checklists to align vendors and crew handoffs, enabling dependable departures and steadier day-of-operation flow
Phlebotomist & lab administrator
Strong Memorial Hospital
Rochester, New York
01.2008 - 01.2010
- Provided direct patient care with empathy and professionalism, ensuring comfort and clear communication during medical procedures
- Managed sensitive patient information and administrative processes, including insurance verification and meticulous record-keeping, with a 98% accuracy rate, Perform manual data entry of patient accounts and or claim forms. Gather and maintain credentials from hospitals and physicians.
- Collected blood specimens using standardized protocols, minimizing redraws and supporting timely diagnostics for urgent care decisions
- Labeled and transported specimens per chain-of-custody standards, preserving sample integrity and reducing pre-analytical errors
- Monitored lab turnaround queues and prioritized STAT orders, accelerating critical results for clinicians managing acute cases
- Coordinated with nurses and residents to schedule draws around treatments, reducing disruptions and improving patient flow
- Introduced a color-coded staging system for specimen pickups, simplifying handoffs and yielding noticeable workflow efficiency
- De-escalated anxious patients with clear, calm guidance, creating a trustworthy atmosphere that encouraged smooth procedures
- Trained new staff on venipuncture technique and safety protocols, elevating procedural consistency and compliance with hospital policy
Flight attendant
Freedom Airlines
New York City
01.2006 - 01.2009
- Delivered exceptional in-flight customer service, ensuring passenger comfort and safety, and responding effectively to diverse needs and emergencies
- Resolved in-flight issues and de-escalated conflicts with a 98% success rate in achieving immediate passenger satisfaction through calm and effective communication
- Conducted precise pre-flight safety checks and briefings, preventing avoidable delays and reinforcing compliance with FAA procedures
- Managed cabin preparations and inventory controls to ensure stocked galleys and efficient service flow, supporting on-time departures
- Coordinated with flight deck and ground crews on special-service requests, aligning timing to enhance overall passenger experience
- Monitored cabin conditions and adjusted service cadence based on flight stage and turbulence reports, sustaining steady operations
- Assisted travelers with accessibility needs and families with infants, tailoring support to improve comfort and trust throughout flights
- Enforced safety protocols during takeoff, landing, and irregular operations, guiding passengers clearly to uphold orderly compliance
Education
Bachelor of psychology - undefined
Point Universal
Skills
- Cultivated strong customer relationships to enhance satisfaction and loyalty
- Oversaw daily operations of small business to ensure efficiency and productivity
- Cultivated and strengthened professional relationships to enhance collaboration
- Facilitated effective verbal and written communication to enhance team collaboration
- Assisted clients with inquiries and support needs Provided timely solutions to enhance customer satisfaction Collaborated with team members to resolve issues effectively
- Assisted in developing marketing materials to support campaigns Collaborated with team members to execute promotional events Supported data collection for market research initiatives
- Oversaw business management operations to enhance organizational efficiency
- Formulated strategic business plans to drive organizational growth
- Conducted comprehensive project estimating to ensure accurate budgeting and resource allocation
- Oversaw staff management to enhance team performance and productivity
- Directed team oversight to enhance collaboration and productivity
- Assisted in recruiting qualified candidates for various positions Supported onboarding processes to integrate new hires into teams Collaborated with hiring managers to identify staffing needs
- Facilitated strategic consulting sessions to enhance client operations
- Assisted in employee training programs to enhance skills and knowledge Supported team members in achieving personal development goals Facilitated workshops to promote professional growth
- Assisted in developing product branding strategies to enhance market presence Supported teams in creating cohesive brand messaging across various platforms Contributed to the design of promotional materials that align with brand identity
- Assisted in identifying and nurturing employee skills through training programs Supported team members in achieving personal development goals Facilitated workshops to enhance talent capabilities
- Implemented quality management systems to enhance operational efficiency
- Enhanced client engagement strategies to foster stronger relationships
- Developed and executed comprehensive brand strategy planning initiatives
- Assisted in recruiting and onboarding new employees Supported hiring managers in identifying staffing needs Coordinated interview schedules and candidate communications
- Spearheaded initiatives to enhance user experience across digital platforms
- Oversaw social media management and strategy implementation
- Demonstrated meticulous attention to detail in all tasks and projects
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
- Executed strategic decision-making processes to enhance operational efficiency
- Assisted teams in completing projects by fostering open communication and collaboration Supported colleagues in achieving shared goals through cooperative efforts Contributed to a positive team environment by actively participating in group discussions
- Directed team operations to enhance collaboration and productivity
- Oversaw customer service operations to enhance client satisfaction and loyalty
- Demonstrated leadership by guiding teams towards achieving strategic objectives
- Managed scheduling operations to optimize resource allocation
- Facilitated goal-setting processes to align team objectives with organizational strategy
- Led quality assurance initiatives to ensure product excellence
- Oversaw comprehensive schedule management to optimize resource allocation
- Streamlined records organization and management processes to enhance accessibility
- Assisted users with troubleshooting issues on desktops, laptops, and mobile devices Supported installation and configuration of software across various platforms Provided guidance on best practices for device maintenance and usage
- Implemented strategies to enhance customer retention and loyalty
- Facilitated employee relations initiatives to enhance workplace communication and collaboration
- Managed employee scheduling to optimize workforce efficiency and ensure adequate coverage
- Assisted in organizing training sessions for staff development Supported team members in acquiring new skills through workshops Facilitated onboarding processes for new employees
- Oversaw delegation of tasks to optimize team productivity
- Implemented strategies to enhance overall performance metrics
- Supported team members in achieving project goals through effective communication and collaboration Assisted in maintaining high levels of employee engagement and motivation Contributed to a positive work environment by recognizing individual and team achievements
- Assisted in hiring processes by screening resumes and scheduling interviews Supported onboarding activities by preparing training materials and facilitating orientation sessions Aided new employees in acclimating to company culture and policies
- Assisted in developing effective sales strategies to enhance customer engagement Supported team members in executing sales initiatives to meet targets Contributed to market research efforts to identify potential sales opportunities
Key Achievements
Enrollment, Expanded childcare enrollment by 30% through strategic outreach over two years., Client Retention, Maintained a 98% client retention rate by enhancing service experiences., Digital Transformation, Implemented digital tools, reducing administrative workload by 20%., Compliance Excellence, Achieved 100% compliance on state inspections consistently each year.
Timeline
US Bank
01.2023 - 01.2024
Lounge lead agent
American Express
02.2022 - 08.2024
Childcare center owner
Misfits childcare
01.2022 - 01.2025
Lead gate agent
Delta Air Lines
03.2018 - 12.2022
Phlebotomist & lab administrator
Strong Memorial Hospital
01.2008 - 01.2010
Flight attendant
Freedom Airlines
01.2006 - 01.2009
Bachelor of psychology - undefined
Point Universal