Janelle Stokes
Palmetto,GA
Overview
10
10
years of professional experience
Work History
Mentorship
Delta Air Lines, Inc
10.2023 - Current
- Evaluated programs and monitored implementation and compliance with regulations to achieve objectives.
- Assist with 1:1 support and demonstrate call control, empathy, kindness, and behaviors that create a positive customer experience.
- Assist with role play, providing professional phraseology and Delta style service.
- Monitor and develop student learning outcomes.
- Incorporated multiple types of teaching strategies into classroom.
- Communicate frequently new hires, and staff to provide feedback and discuss instructional strategies.
- Supported student, mental, and social development using classroom games and activities.
Customer Experience Specialist
Delta Air Lines, Inc
08.2021 - Current
- Resolved customers' issues related to , ticket bookings and flight discrepancies to encourage good customer relationships.
- Assess customers needs and offering solutions, increasing sales.
- Maintained extensive knowledge of company products to recommend and/or upsell items aligned with customer needs.
- Ensuring each customer quality customer experiences
Security Officer
Garda World
08.2020 - 07.2023
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Assisted Safety with emergency action plans
- Completed audit papers by thoroughly documenting audit tests and findings.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Reviewed both security camera footage and live feeds to spot trespassers and criminal activity.
- Warned offenders about rule infractions and violations and verbally evicted violators from premises.
Radio Intern
CJ The DJ Radio Personality/DJ 94.1 The Beat
08.2019 - 12.2019
- Researched breaking news and entertainment news for on-air shows
- Prepared stories to discuss during broadcasts
- Record and gather footage and voice overs of events
- Set up promotional tents and decor for events
Shift Manager
Macdonald's
02.2014 - 04.2017
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
- ServSafe certification
- Tracked receipts, employee hours and inventory movements
- Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant
- Boosted team productivity and efficiency by leveraging top-notch customer service abilities
- Trained and mentored new employees to maximize team performance
- Strengthened existing customer relationships through extensive communication and proven marketing strategies
Education
Bachelor of Arts - Mass Communications
Savannah State University
Savannah, GA12.2019
Skills
- Leadership
- Conflict Resolution Techniques
- Customer Service
- Adobe Premiere
- Presentations and public speaking
- Mentoring
- Positive Reinforcement Strategies
- Microsoft Office Suite
- Data Entry
- Active Listening
Timeline
Mentorship
Delta Air Lines, Inc
10.2023 - Current
Customer Experience Specialist
Delta Air Lines, Inc
08.2021 - Current
Security Officer
Garda World
08.2020 - 07.2023
Radio Intern
CJ The DJ Radio Personality/DJ 94.1 The Beat
08.2019 - 12.2019
Shift Manager
Macdonald's
02.2014 - 04.2017
Bachelor of Arts - Mass Communications
Savannah State University
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