Jennifer Kelley
Sacramento,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Agile and adaptable staff leader with a motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
17
17
years of professional experience
Work History
RED COAT
Delta Air Lines
05.2022 - Current
- Gained strong leadership skills by managing projects from start to finish.
- Passionate about learning and committed to continual improvement.
- Developed and maintained courteous and effective working relationships.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Identified issues, analyzed information and provided solutions to problems.
- Worked well in a team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
CUSTOMER EXPERIENCE SUPERVISOR
Delta Air Lines
05.2013 - 05.2022
- Responsible for ensuring that the reservation agents achieve customer retention and assist agents with processing tickets, issues with tickets, customer requests and complaints
- Excellent at demonstrating Delta's brand with interacting with all levels of customers, essential and HVC's, company leadership, operations and delta employees
- Subject matter expert in customer retention
- Using CES tools, with Axis, OmniPro, Delta Term, Microsoft outlook, KM, and Rumba
- Learned fare calc lines and the construction of mechanical ticketing for reissues to support reservation agents using CMS and DL TERM systems.
SALES AND SERVICE RESERVATIONS AGENT
Northwest Airlines
01.2008 - 05.2013
- Reservations assisting customers with planning and booking reservations both domestic and international travel, locating lost baggage, working with Elite and VIP customers
- Strong Phone service skills
- Helped assist training in classroom and side by sides and OJT for BVOD classes.
BANK OPERATIONS MANAGER
Wells Fargo Bank
02.2007 - 01.2008
- Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter
- Oversee the flow of cash or financial instruments
- Recruit staff members and oversee training programs
- Establish procedures for custody or control of assets, records, loan collateral, or securities to ensure safekeeping
- Prepare operational or risk reports for management analysis
- Identify transaction mistakes when debits and credits do not balance
- Defined clear targets and objectives and communicated to other team members.
- Assisted clients with issues or requests and mentored employees on customer service techniques.
- Optimized branch performance through effective scheduling and resource allocation, maximizing productivity while minimizing costs.
Education
High School Diploma -
ELK GROVE HIGH SCHOOL
Elk Grove, CASkills
- Customer Service
- Team Building
- Solid strong written and verbal communication skills
- Training and Development
- Recruiting
- Good listener
- Professional communication
- Staff Training Development
- Customer Complaint Resolution
- Solid Team Building Skills
- Analytical
- Innovative
- Written Communication
- Customer Relations
- Relationship Building
- Active Listening
Timeline
RED COAT
Delta Air Lines
05.2022 - Current
CUSTOMER EXPERIENCE SUPERVISOR
Delta Air Lines
05.2013 - 05.2022
SALES AND SERVICE RESERVATIONS AGENT
Northwest Airlines
01.2008 - 05.2013
BANK OPERATIONS MANAGER
Wells Fargo Bank
02.2007 - 01.2008
High School Diploma -
ELK GROVE HIGH SCHOOL
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