Summary
Overview
Work History
Education
Skills
Timeline
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GWENDOLYN VANESSA RUSSELL

Justin,TX

Summary

Results-driven professional with 15 years of experience in airline, maritime, telecommunications, and logistics sectors. Expertise in managing global ticketing, CRM and terminal operating systems ensuring data integrity, with proven success at Delta Air Lines, APM Terminals, CMA CGM, Orange Liberia, and Comcast. Proficient in airline reservation systems and data analysis, recognized for delivering tech-enabled solutions and optimizing operations in high-pressure environments. Seeking to leverage technical and operational expertise in IT support or systems coordination roles within the airline industry.

Overview

15
15
years of professional experience

Work History

Global Partner Support Specialist

Delta Air Lines
Dallas, United States
07.2023 - Current
  • Utilize Delta’s ticketing systems and partner platforms—including AXIS, OSCAR, AMADEUS, BARTS, TONUS, ALTEA, and DELTA TERM—to manage and troubleshoot fare transactions.
  • Construct and correct fare calculations with precision, ensuring compliance with pricing rules, and routing requirements.
  • Create and maintain fare rates for domestic and international routes, optimizing storage and accessibility.
  • Deliver specialized ticketing support for business and leisure travel across global locations.
  • Provide analytical support to travel agencies, airport stations, Delta reservation sales, and joint venture partners.
  • Collaborate cross-functionally with airline partners, including Air France, KLM Royal Dutch Airlines, Alitalia, Aero Mexico, and Virgin Atlantic, to ensure fare accuracy and system alignment.

Global Ticketing Support Specialist

Delta Air Lines
Dallas, United States
09.2021 - Current
  • Provide precise, analytical ticketing support to travel agencies, airport locations, Delta reservation sales, and joint venture partners.
  • Construct fares and correct fare discrepancies to ensure accurate pricing and compliance.
  • Develop rates for specific air travel routes, and manage related fare structures.
  • Create and store fare information within multiple airline systems for consistent access and usage.
  • Deliver specialized ticketing support across domestic and international markets for both business and leisure travelers.

Customer Experience Specialist

Delta Air Lines
Minneapolis, United States
11.2019 - 09.2021
  • Actively listened to customers to identify and take ownership of issues, ensuring prompt, and effective resolution.
  • Investigated problems thoroughly, and made sound decisions to address customer needs.
  • Engaged with a globally diverse customer base, and collaborated with colleagues across cultures.
  • Consistently promoted and sold travel-related services, including car rentals, and partner credit card products.
  • Communicated clearly and professionally, demonstrating strong verbal and written skills, and a high level of dependability.
  • Navigated high-pressure situations with composure, leveraging strong computer proficiency, and adaptability in a fast-paced environment.
  • Maintained a continuous learning mindset to quickly adapt to system updates and operational changes.
  • Ensured full compliance with Delta policies and U.S. Department of Transportation (DOT) regulations.

Customer Experience Representative (Loyalty)

Comcast
Minnetonka, United States
05.2019 - 11.2019
  • Operated within a high-volume, customer-centric environment, utilizing multiple digital platforms and tools to troubleshoot and resolve a wide range of service inquiries.
  • Applied deep knowledge of products, systems, and service policies to efficiently address and resolve customer issues.
  • Communicated technical and account-related information—including billing, service plans, and product functionality—clearly and accurately to users.
  • Prioritized first-contact resolution by diagnosing issues effectively, and applying system knowledge to deliver timely solutions.
  • Identified user needs and recommended relevant service enhancements, contributing to both customer satisfaction and revenue growth.
  • Resolved concerns with professionalism and empathy, using structured problem-solving, and user-focused communication strategies.
  • Maintained a comprehensive understanding of company systems and compliance requirements, ensuring accurate and policy-aligned support.
  • Performed reliably in a fast-paced, tech-enabled support environment, demonstrating adaptability under pressure.
  • Successfully completed systems and product training, working independently while escalating complex issues appropriately.
  • Consistently met or exceeded performance targets, including resolution time, service quality, and upsell metrics.

Executive Account Manager

Orange Liberia
Monrovia, Liberia
04.2018 - 01.2019
  • Developed and implemented strategic account plans using data-driven insights to optimize client engagement and business growth.
  • Leveraged internal systems to track and prioritize revenue-generating opportunities across assigned accounts.
  • Built and maintained relationships with key stakeholders, enhancing client retention through responsive, technology-enabled support.
  • Contributed to organizational performance by consistently meeting or surpassing sales goals, while optimizing internal workflows.
  • Utilized CRM tools to manage customer accounts, ensuring timely communication, and high satisfaction across service lifecycles.
  • Identified and qualified new business opportunities by analyzing client needs, and aligning them with customized solutions.
  • Delivered tailored product and service presentations to prospects, supported by system-generated insights and reporting.
  • Led deal negotiations, supported by business intelligence, ensuring alignment between client goals and internal capabilities.
  • Acted as a strategic point of contact for key accounts, offering technical guidance, and continuous support throughout the customer journey.
  • Scheduled and conducted regular meetings and site visits to gather feedback, assess service quality, and monitor system performance.
  • Collaborated with cross-functional teams—including sales, marketing, and technical support—to deliver integrated, client-focused solutions.
  • Facilitated system-driven communication across departments to improve response time, workflow accuracy, and client satisfaction.
  • Maintained clear, professional communication with clients and stakeholders to ensure consistent alignment and service delivery.
  • Represented the organization at industry events and conferences, promoting service excellence, and digital innovation.
  • Acted as a trusted advisor to clients, providing expert recommendations, and leveraging technology to address their business challenges.

Sales Manager

CMA CGM
Monrovia, Liberia
01.2014 - 07.2017
  • Developed and implemented data-informed strategies to exceed performance goals, achieving a 10% increase in revenue through process optimization and trend analysis.
  • Identified new market opportunities using data insights, and established clear performance benchmarks for team accountability and productivity.
  • Served as a central point of contact for clients, using system-based tools to manage requests, document interactions, and deliver timely resolutions.
  • Led pricing analysis and negotiations, applying structured logic to balance competitiveness with margin targets.
  • Recruited, trained, and supervised a cross-functional team, equipping them with tools and knowledge to deliver client-focused solutions.
  • Provided system-based training and coaching, ensuring consistent usage of platforms for sales tracking, reporting, and client engagement.
  • Monitored performance data through CRM and internal systems to identify trends, optimize workflows, and support leadership decision-making.
  • Created and presented structured reports using data visualization and performance metrics to guide upper management's strategy.
  • Collaborated closely with operations, customer support, and finance teams to integrate data, improve customer experience, and streamline service delivery.

Vessel Planning Supervisor

APM Terminals
Monrovia, Liberia
04.2013 - 12.2013
  • Led a planning team in aligning daily operations with organizational goals, using structured workflows and data-driven task prioritization to enhance productivity.
  • Coordinated system-based planning across commercial, operational, and seaport departments to manage schedule changes and optimize resource deployment.
  • Ensured data accuracy and consistency within planning and terminal operating systems, supporting real-time operational decisions, and system reliability.
  • Acted as a key communication bridge between internal and external stakeholders to maintain synchronized system inputs and operational visibility.
  • Directed the development and execution of training programs focused on system usage, process efficiency, and team performance.
  • Facilitated team-building initiatives to promote collaboration, morale, and alignment within cross-functional operational teams.

Berth Coordinator

APM Terminals
Monrovia, Liberia
03.2011 - 03.2013
  • Managed and coordinated vessel scheduling using terminal systems to ensure efficient berthing logistics and data accuracy.
  • Facilitated real-time information exchange with vessel operators, ensuring alignment across scheduling and system updates.
  • Created and maintained master scheduling plans, optimizing resource allocation, and operational flow within terminal systems.
  • Updated and monitored service rotation and vessel call data in the terminal operating system to support real-time decision-making.
  • Digitally organized and maintained operational documentation to support regulatory compliance and system audits.
  • Contributed to cost-saving and efficiency initiatives through data-driven analysis and process improvements.
  • Communicated detailed operational plans to internal teams and external partners, ensuring clarity and system-wide coordination.

Statistics Claims Clerk

APM Terminals
Monrovia, Liberia
02.2011 - 03.2011
  • Performed daily system updates within the terminal operating platform to ensure high data integrity, accuracy, and operational efficiency.
  • Extracted, compiled, and analyzed statistical data to generate monthly performance reports on import, export, and vessel operations.
  • Collaborated with internal departments and external partners to support smooth data flow, system reliability, and stakeholder communication.

Recruitment Specialist

APM Terminals
Monrovia, Liberia
12.2010 - 02.2011
  • Coordinated daily interview scheduling by leveraging internal systems to streamline applicant communication and availability tracking.
  • Maintained and updated applicant data across digital and physical platforms, ensuring accuracy, confidentiality, and system integrity.
  • Delivered timely status updates to candidates through multiple communication channels, ensuring a smooth and professional recruitment process.
  • Collaborated with stakeholders to form cross-functional teams that supported operational and sales initiatives, demonstrating team building and process alignment capabilities.

Education

St. Teresa Convent High School

Skills

  • Versatile professional with expertise in airline systems, data management, and operational support
  • Skilled in quality control, reporting, and process optimization, with a strong background in customer service, business development, and team leadership
  • Known for delivering results through problem-solving, collaboration, and adaptability in fast-paced environments

Timeline

Global Partner Support Specialist

Delta Air Lines
07.2023 - Current

Global Ticketing Support Specialist

Delta Air Lines
09.2021 - Current

Customer Experience Specialist

Delta Air Lines
11.2019 - 09.2021

Customer Experience Representative (Loyalty)

Comcast
05.2019 - 11.2019

Executive Account Manager

Orange Liberia
04.2018 - 01.2019

Sales Manager

CMA CGM
01.2014 - 07.2017

Vessel Planning Supervisor

APM Terminals
04.2013 - 12.2013

Berth Coordinator

APM Terminals
03.2011 - 03.2013

Statistics Claims Clerk

APM Terminals
02.2011 - 03.2011

Recruitment Specialist

APM Terminals
12.2010 - 02.2011

St. Teresa Convent High School

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GWENDOLYN VANESSA RUSSELL