Kayla D. Darnaby
Bedford,TX
Summary
Detail-oriented and organized individual with a background in administrative/clerical customer service. Have excellent communication and problem-solving skills. A team player that works well independently, and handles stressful conditions while meeting time constraints. Skilled at articulating a clear understanding of procedures, strategy, and motivating others. Builds strong internal and external relationships.
Overview
36
36
years of professional experience
Work History
Customer Service Representative/Fulfillment Expert
American Airlines
06.1988 - 03.2024
- Communicate with customers via mail, email, and phone to best serve the customer, department, and company goals with timely and quality resolve.
- Self-manage Proactive outreach to medical professionals that assist in flight , prioritizing affective organization and attention to detail.
- Proactive Team managed day-to-day responsibilities, including ad-hoc and sensitive issues arising at the airport and in flight; prioritized strong communication and relationship management skills.
- Worked the Flight Attendant mailbox triaging customer complaints inflight. IFE, Seat Inop etc.
- Worked within the advocate and Sabre systems, providing customer service, answering incoming customer complaints and praises.
- Worked within the BBB portal to provide support.
- Worked with the DOT team to provide support.
- Worked with Disability team to provide support.
- Managed and triaged mailboxes, provided voucher and trip credit requests, completed ticket change requests, provided support for Central Baggage issues and transcribed voicemail.
Education
Tarrant County College District
Fort Worth, TXSkills
- Dependable
- Complaint resolution
- Quality Assurance Controls
- Microsoft Office Suite
- AFARS logging systems/CERS/Advocate/Sabre
- Staff training/team building
- Problem resolution
- Phone etiquette
- Time management
- Highly organized
- Attention to detail
Timeline
Customer Service Representative/Fulfillment Expert
American Airlines
06.1988 - 03.2024
Tarrant County College District
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