Evan Bell

· Lead a team of Reservations specialists in mixed lines of business (SSS/PSS).

· Meet with specialists once per week to monitor progress and set/adjust performance goals.

· Utilize tools and dashboards to prepare coaching sessions for specialists to determine any opportunities for improvement.

· Identify areas of improvement for team and host weekly team meeting to reinforce and strengthen job knowledge.

· Serve as a support point of contact through Teams IMs and in-office support to guide specialists to the answer or direct them to the correct department.

· Uplift specialists through consistent recognition.

· Analyze specialist performance metrics using multiple tools and dashboards to develop actions plans for continuous personal and professional growth and improvement.

· Assisting passengers with booking, rebooking, and general flight questions/concerns.

· High focus on customer service to ensure the “Delta Difference”.

· Consistently exceed and maintain monthly metric benchmarks scores above 90% in Customer Satisfaction, Call Handling Time, and First Specialist Resolution.

· Consistently invited to support ACE training classes (Floor Support, Call Observations, Tutor Sessions).

· Part of ‘IM Support’ team assisting newly graduated and existing specialists through MS Teams messaging.

· Part of ‘Events’ team involved in decorating and setting up multiple graduations for ACE classes.

· Part of ‘Newsletter’ team submitting articles to be included in the monthly TPA newsletter email.

· Emphasized maximizing time efficiency and providing great customer service.

· Involved in supervising and scheduling waiters and food runners.

· Involved in training newly hired waiters and food runners (traditional dim-sum bistro style restaurant).

· High focus on customer service to ensure optimal fine dining experience.

· Developed deep understanding of all menu items to promote sales and prevent allergic reactions.

· Seat customers, take orders, serve food, calculate checks, and clean tables.

· Tasked with updating player statistics for four NHL teams after each game.

· Simple data entry by transferring official NHL game statistics into proprietary CCM website.