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
Sacramento, CA
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
Salt Lake City, Utah
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
Sioux City, Iowa
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
Sioux City, Iowa
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