Kalijah Gillette
Tampa
Summary
Dynamic Customer Experience Specialist with a proven track record at Delta Airlines Global Services, excelling in problem resolution and client advocacy. Skilled in CRM software and adept at trend monitoring, I enhanced customer satisfaction through timely issue resolution and effective communication, consistently achieving positive outcomes in high-pressure environments and always finding a solution to any issue for the customer.
Overview
5
5
years of professional experience
Work History
Customer Experience Specialist
Delta Airlines Global Services
08.2022 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Area Maintenance Manager
Amazon LLC
04.2020 - 06.2022
- Mentored junior team members in troubleshooting techniques and problem-solving skills, fostering professional development within the department.
- Collaborated with other departments to proactively identify potential maintenance issues and develop solutions.
- Implemented safety procedures and guidelines, leading to a decrease in workplace accidents and injuries.
Claims Specialist
Department of Unemployment Assistance
03.2020 - 04.2021
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Resolved intricate claims using detailed knowledge of policies and negotiation techniques.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
Team Manager
Panera Bread LLC
04.2020 - 02.2021
- Enhanced employee relations by implementing effective strategies in communication, coaching practices, training workshops, and development activities.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
Education
Bachelor Of Accounting - Financial Analysis
Florida State University
Tallahassee, FL05.2023
Skills
- CRM software
- Request management
- Client advocacy
- Trend monitoring
- Policy improvement
- Data management
- Data entry
- Multi-line phone talent
- Call center operations
- Teamwork and collaboration
- Understanding customer needs
- Customer service
- De-escalation techniques
- Problem resolution
- Computer skills
Timeline
Customer Experience Specialist
Delta Airlines Global Services
08.2022 - Current
Area Maintenance Manager
Amazon LLC
04.2020 - 06.2022
Team Manager
Panera Bread LLC
04.2020 - 02.2021
Claims Specialist
Department of Unemployment Assistance
03.2020 - 04.2021
Bachelor Of Accounting - Financial Analysis
Florida State University
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