Frank Simmons
Newnan,GA
Summary
Dynamic Airport Customer Service Agent with Delta Airlines, skilled in conflict resolution and customer satisfaction measurement. Proven track record of enhancing passenger experiences through effective problem-solving and staff training. Bilingual in Spanish, adept at managing escalated situations with empathy, resulting in increased loyalty and repeat business.
Overview
27
27
years of professional experience
Work History
Airport Customer Service Agent
Delta
12.2018 - Current
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Maintained customer satisfaction with forward-thinking strategies focus on addressing customer needs and resolving concerns.
- Handled challenging situations with composure, ensuring professional conduct during conflict resolution.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided information regarding charge accounts and loyalty programs.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experience.
- Trained new personnel regarding company operations, policies and Services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Coordinate with ramp agents on cross metric achievement through area partnership.
ALA/Below Wing Customer Service
Delta Airlines
11.1998 - 11.2018
- Maintained customer satisfaction with forward-thinking strategies focus on addressing customer needs and resolving concerns.
- Handled challenging situations with composure, ensuring professional conduct during conflict resolution.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided information regarding charge accounts and loyalty programs.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experience.
- Trained new personnel regarding company operations, policies and Services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Coordinate with ramp agents on cross metric achievement through area partnership.
Education
Associate Of Arts - Liberal Arts
Kingsborough Community College
Brooklyn, NY05.1997
Skills
- Critical thinker
- Proficient in Dlterm and Snapp
- Conflict resolution
- Customer satisfaction measurement
- Team development
- Staff training
- De-escalation techniques
- Strong multitasking
- Passenger assistance
- Data entry
- Time management expertise
- Disability assistance experience
- Effective problem solving
- Travel documentation verification
- Airport security awareness
- Fluent in Spanish
- Boarding process efficiency
- Gate assignment coordination
- Excellent interpersonal skills
- Check-in procedures mastery
- Baggage handling
- Adaptable under pressure
Timeline
Airport Customer Service Agent
Delta
12.2018 - Current
ALA/Below Wing Customer Service
Delta Airlines
11.1998 - 11.2018
Associate Of Arts - Liberal Arts
Kingsborough Community College
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