Georgia Marriott-Clark
Douglasville,GA
Summary
Highly motivated and hardworking professional with extensive experience in project management, team leadership, strategic planning and customer service. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
17
17
years of professional experience
Work History
Lead Cargo Control Center Specialist
Delta Air Lines Inc.
06.2024 - Current
- Managed and provide resolutions to approximately 54 agents' questions during a particular shift
- Facilitated knowledge transfer between team members through regular meetings, training sessions, and documentation.
- Led training sessions for new hires, ensuring they were equipped with the necessary skills to excel in their roles as Center Specialists.
- Improved center efficiency by streamlining processes and implementing effective organizational strategies.
- Contributed to team success by sharing knowledge and expertise with colleagues, fostering an environment of collaboration and continuous improvement.
International and Domestic Small Claims Support (TDY)
Delta Air Lines
01.2023 - 01.2024
- Assisted the International Passenger Litigation team to provide centralized legal services and support for Delta Air Lines and its worldwide subsidiaries
- Managed high volumes of incoming calls, emails and faxes per day from customers, including confirmation of deposition for all pending small claims cases, demonstrating excellent multitasking skills under pressure
- Conducted thorough research on each case as needed, gathering necessary evidence to support or refute a claimant's position effectively.
- Maintained confidentiality of sensitive information, ensuring compliance with data privacy regulations and company policies.
- Expedited settlement processes by proactively addressing outstanding issues or concerns from customers and third parties.
Cargo Control Specialist
Delta Air Lines Inc.
01.2022 - 01.2024
- Collaborated with different departments to research, investigate and to provide customers real time updates on freight that fails to ride as booked
- Managed approximately 65 cases per day from customers, in effort to resolve delayed or missing shipments escalated through Sales, Customer Service Center, and Proactive intake process
- Support the mission of the (CCC) proactive failure prevention, and rapid service recovery for premier customer service
- Take necessary action to support operational metrics, including calling stations when critical shipments are at risk of failure
- Rebook offloaded freight utilizing established processes for prioritization and leverage other functional teams as needed to support service recovery efforts
Customer Care Brand Advisor, Lead Administrative Coordinator, HVC Solutions Brand Advisor and Coordinator, Corporate Complaint Solutions Supervisor
Delta Air Lines Inc.
01.2015 - 01.2022
- Managed team of 17-35 customer service specialists, while supervising the daily operations and service functions
- Trained and developed specialist in products, on customer retention techniques and procedures
- Conducted performance evaluations, positive coaching for excellence, lift and recognized performance results, coordinate and led service recovery workshops
- Developed and implemented streamlined process to better distribute the workload in Customer Care. As a result of our team's hard work, our complaint backlog was reduced by 80%. That process was such a success, and it was soon rolled out for other departments to use
- Created the policy and procedure for Customer Care Support team to use for escalations and problem-solving which improved overall efficiency by 25%
- Instrumental in creating and managing the HVC (High Value Customer) Solutions Department to deliver a more personalized approach to service recovery solutions for our most valued customers. This was substantial in reducing HVC average speed of answer (ASA) by 90%
- Directed the implementation of the SkyMiles Medallion Exception program that developed new clientele and maintained customer loyalty
VIP Select Passenger Service Agent, Operations Passenger Service Agent, Customer Service Agent
Delta Air Lines Inc.
01.2008 - 01.2015
- Directed and supervised the daily workflow of check-in, ticketing, gates, Delta connections, international flight services and baggage handling
- Worked with flight operations, in-flight services and ramp operations to coordinate and execute irregular operations and service recovery plans effectively
- Managed online bookings, coordinate, supervised and assisted VIP guests to ensure them an airport experience of excellence
- Performed platform presentations, sales tours and customer reviews for VIP Select Department, including conducting periodic review of VIP customer service practices and issued guidelines to team, that improved customer satisfaction by 18%
- Achieved top customer service employee award for 2009 and 2010 based on yearly customer surveys
Education
Bachelor's Degree - Accounting and Business Management
Duff's Business College
Jamaica WI01.1993
Skills
- Coaching for Excellence
- Project Management
- Leadership and Team Building
- Analytical thinking
- Interpersonal Skills
- Problem-solving
- Multi-tasker
- Operations management
Timeline
Lead Cargo Control Center Specialist
Delta Air Lines Inc.
06.2024 - Current
International and Domestic Small Claims Support (TDY)
Delta Air Lines
01.2023 - 01.2024
Cargo Control Specialist
Delta Air Lines Inc.
01.2022 - 01.2024
Customer Care Brand Advisor, Lead Administrative Coordinator, HVC Solutions Brand Advisor and Coordinator, Corporate Complaint Solutions Supervisor
Delta Air Lines Inc.
01.2015 - 01.2022
VIP Select Passenger Service Agent, Operations Passenger Service Agent, Customer Service Agent
Delta Air Lines Inc.
01.2008 - 01.2015
Bachelor's Degree - Accounting and Business Management
Duff's Business College
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