Georgia Marriott-Clark
Douglasville,GA
Summary
Results-driven Operations and Customer Experience Leader with 15+ years in aviation, specializing in service recovery and process optimization. Expertise in streamlining workflows and enhancing customer satisfaction through data-driven strategies. Experienced in leading complex initiatives and stabilizing operations to deliver impactful results that contribute to organizational growth.
Overview
22
22
years of professional experience
Work History
Lead Cargo Control Specialist
Delta Air Lines
Hapeville, USA
06.2004 - Current
- Implemented process improvements to enhance operational efficiency and decrease response times.
- Lead training and knowledge-sharing initiatives to accelerate new hire productivity.
- Facilitated collaboration and continuous improvement through targeted coaching and peer engagement.
- Supported 35 agents per shift, maintaining operational continuity, quality, and safety.
Cargo Control Specialist
Delta Air Lines
Hapeville, USA
08.2022 - 05.2024
- Investigated and resolved freight discrepancies, managing 75+ cases daily.
- Coordinated with teams to prevent service failures and expedite recovery timelines.
- Maintained operational metrics through proactive outreach and efficient rebooking processes.
International & Domestic Small Claims Support (TDY)
Delta Air Lines
Atlanta, USA
02.2023 - 03.2024
- Facilitated international litigation through management of high-volume legal correspondence to ensure timely case progression.
- Conducted research and compiled evidence to enhance case strategies and support legal arguments.
- Ensure compliance with confidentiality and privacy regulations.
- Resolved outstanding issues with customers and third parties to expedite settlements and improve client satisfaction.
Customer Care Leadership Roles
Delta Air Lines
Hapeville, USA
01.2015 - 07.2022
- Established HVC Solutions Department, reducing ASA by 90% and fostering customer loyalty.
- Reduced complaint backlog by 80% through workload redesign and process scaling.
- Developed escalation policies, increasing first-contact resolution by 25%.
- Supervised teams of 17-45 specialists, enhancing quality and performance metrics.
Airport Customer Service Roles
Delta Air Lines
Queens, USA
02.2008 - 12.2014
- Delivered VIP experiences and established guidelines, leading to an 18% increase in customer satisfaction.
- Managed airport operations in ticketing, gates, and baggage handling to ensure seamless customer experiences.
- Executed service recovery plans during irregular operations in coordination with flight teams to maintain operational continuity.
Education
Bachelor's - Accounting & Business Management
Skills
- Logistics Coordination
- Operations Leadership
- Operational Efficiency
- Project Management
- Strategic Planning
- Cross-Functional Management
- Team Coaching
- Performance Management
- Customer Experience
- Analytical Problem-Solving
Awards
- Top Customer Service Employee – 2009, 2010
- Multiple leadership awards for backlog reduction, ASA improvement, and VIP experience enhancement
Leadership Highlights
- Reduce complaint backlog by 80% through workload redesign and process improvements.
- Increased efficiency by 25% via escalation policy and procedure development.
- Cut High Value Customer ASA by 90%, enabling faster, personalized service recovery.
- Improved VIP satisfaction increased by 18% through program review, and team alignment.
- Recipient of Top Customer Service Employee Awards (2009, 2010).
Timeline
International & Domestic Small Claims Support (TDY)
Delta Air Lines
02.2023 - 03.2024
Cargo Control Specialist
Delta Air Lines
08.2022 - 05.2024
Customer Care Leadership Roles
Delta Air Lines
01.2015 - 07.2022
Airport Customer Service Roles
Delta Air Lines
02.2008 - 12.2014
Lead Cargo Control Specialist
Delta Air Lines
06.2004 - Current