DAWN TORRES
North Branch,MN
Summary
Experience
TDY May-Jan
Red Coat Renaissance,
Visited 19 stations with 198 Red Coats,
Assisted with Leading Edge Conference, working with inflight Pursers and Reservation Team Leads
Spoke in front of crowds of 300 one to two times a week from Sept till Dec.
Mentor for new agents and new Red Coats
Developed Premium Services, worked together with a team of 7 others on a pilot program. Developed the SOP (Standard Operating Procedures) reported feedback to leaders
Overview
28
28
years of professional experience
Work History
Red Coat Renaissance
TDY
- Visited 19 stations with 198 Red Coats, Assisted with Leading Edge Conference, working with inflight Pursers and Reservation Team Leads, Spoke in front of crowds of 300 one to two times week from Sept till Dec, Mentor for new agents and new Red Coats, Developed Premium Services, worked together with a team of 7 others on pilot program
- Developed SOP (Standard Operating Procedures) reported feedback to leaders
Red Coat
DELTA AIR LINES
01.2015 - Current
- Proactively greets 1000's of customers assesses their needs, explains Delta's available technology alternatives, and directs them appropriately
- Positively impacts customers' use of airport technology to ensure better, faster, and friendlier airport experience for all customers
- Displays positive image of Delta
- Keeps customers informed while ensuring service delivery
- Efficiently coordinates and monitors all aspects of operation, ensuring irregular operations are handled as quickly and effectively as possible.
- Practices safety-conscious behaviors in all operational processes and procedures.
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Responded to customer requests for products, services, and company information
- Answered constant flow of customer calls with minimal wait times
Premium Services
DELTA AIR LINES
01.2013 - 01.2015
- Started premium services in MSP with a team of 7, started from the ground up from finding the space for the office to finding places for the Porsches to park.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Developed and maintained courteous and effective working relationships
- Identified issues, analyzed information and provided solutions to problems
- Managed time efficiently in order to complete all tasks within deadlines
- Organized and detail-oriented with a strong work ethic
- Demonstrated respect, friendliness and willingness to help wherever needed
Tower
DELTA AIR LINES
04.2011 - 01.2013
- Liaison for ACS and all working groups
Flight Attendant Sckd
DELTA AIR LINES
01.2010 - 01.2011
- Flight Attendant Work Rules for legality, Scheduling Flight Crew, Assisting Flight Attendants with questions for FAA (Federal Aviation Administration) requirements
Customer Service Agent
Northwest Air Lines
04.1996 - 01.2010
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Ramp
DELTA AIR LINES
08.1995 - 04.1996
- Liaison and coordinator for the above and below wing agent, working in several different stations from large too small
- Safely lift, load, unload, and transport baggage, mail, and cargo to and from aircraft
- Responsible for on-time connections by guiding incoming and departing aircraft from the gate positions
- Safeguard cargo, baggage and mail from damage, loss, and weather
- Safely drive and operate ground equipment such as tugs, belt loaders, and tow tractors in areas of congestion
- Repeatedly lift and load baggage onto carts and ensure each bag reaches its destination
- Practices safety conscious behaviors in all operational processes and procedures.
Education
High School Diploma -
Willow River High School
Willow River, MNSkills
- Motivating employees
- Investigating problems
- Departures management
- Meet tight deadlines
- Ability to think tactically and demonstrate sound decision making in high pressure, time critical environment
- Customer Relations
- Multitasking Abilities
- Public Speaking
- Critical Thinking
- Time Management
- Project Planning
- Quality Assurance
Timeline
Red Coat
DELTA AIR LINES
01.2015 - Current
Premium Services
DELTA AIR LINES
01.2013 - 01.2015
Tower
DELTA AIR LINES
04.2011 - 01.2013
Flight Attendant Sckd
DELTA AIR LINES
01.2010 - 01.2011
Customer Service Agent
Northwest Air Lines
04.1996 - 01.2010
Ramp
DELTA AIR LINES
08.1995 - 04.1996
Red Coat Renaissance
TDY
High School Diploma -
Willow River High School
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