JARITA L. FITZPATRICK
Jonesboro,GA
Summary
Seasoned Call Center Team Lead familiar with handling calls and emails in busy, high-volume environments by applying advanced listening, communication and problem-solving skills to diverse customer concerns. Excellent trainer and coach with years of related experience.
Overview
35
35
years of professional experience
Work History
Cargo Call Center /Lead
Delta Air Lines, Inc
02.2006 - Current
- Demonstrated ability to gain team’s trust, provide exceptional follow-ups, which leads to increased departmental unity and success
- Designing and implementing reporting procedures that help reduce labor costs and improve customer-satisfaction ratings
- Cargo Station Support /Global Assistance Center /Cargo Recovery Team Conduct side by side cargo training for GAC agents getting them acclimated with cargo acceptance and web vision functions
- Demonstrated sound judgment to assist and provide customer service to internal customers
- Handle all aspects of high-volume accounts that involve transporting goods and comply with the client's requirements
- Work with customers to establish detailed policies and procedures that represent their respective shipping processes
- Oversaw team of 12+ agents focused on calls and emails
customer service
Domestic Reservations
01.2005 - 02.2006
- Expertise in escalation of issues and resolution of issues with reasonable and professional manner
- Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management
- Handled incoming calls for new bookings, encouraged opening SkyMiles accounts and offered up sales for hotels and rental cars
above Wing Agent
Airport Customer
07.1998 - 12.2004
- Performed gate, ticketing, and baggage processing for domestic and international travel
- Provided customer service to all passengers in service failures resolving issues within policy parameters
Airport, Service below Wing Agent
06.1988 - 06.1998
- Responsible for transporting, loading, and unloading baggage, mail and cargo to and from aircraft for on-time connections, departures and baggage claim
Education
Some College (No Degree) - Business Administration
Atlanta Junior College
Atlanta, GASkills
- Technical Skills
- Proficient with
- Microsoft Office, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and
- Microsoft Outlook, Web Vision
- Call Volume and Quality Metrics
Timeline
Cargo Call Center /Lead
Delta Air Lines, Inc
02.2006 - Current
customer service
Domestic Reservations
01.2005 - 02.2006
above Wing Agent
Airport Customer
07.1998 - 12.2004
Airport, Service below Wing Agent
06.1988 - 06.1998
Some College (No Degree) - Business Administration
Atlanta Junior College
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