Libby Reeves
Atlanta,GA
Summary
Dynamic customer service professional with a proven track record at Delta Air Lines, excelling in conflict resolution and communication. Recognized for fostering a positive environment and promoting excellence, I consistently exceeded performance metrics while enhancing customer satisfaction through empathetic engagement and effective problem-solving. Committed to integrity and professionalism in all interactions.
Overview
22
22
years of professional experience
Work History
Customer Care
Uber
11.2023 - 11.2024
- Provided exceptional customer care through active listening skills and addressing concerns promptly.
- Addressed passenger concerns swiftly, cultivating a reputation for excellent customer care among clientele.
- Exceeded expectations in maintaining high standards of professionalism and customer care in all interactions, setting an example for fellow team members.
- Maintained high customer reviews through positive and professional interaction with clients.
Customer Service Agent
Delta Air Lines, Inc
06.2006 - 08.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Educated customers about airline policies, services, and travel options to enhance satisfaction.
- Collaborated with team members to streamline operations and improve service delivery efficiency.
- Mentored new agents on best practices for customer engagement and conflict resolution strategies.
- Coordinated with airport staff to ensure smooth boarding processes and timely departures.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers to bring a positive outcome.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Responded proactively and positively to rapid change.
- Created welcoming positive experiences for customers and coworkers.
- Maintained excellent safety care in the workplace for customers and coworkers.
- Maintained up-to-date knowledge of equipment and service changes.
Office Manager
FedEx
06.2002 - 03.2006
- Managed office supplies inventory, proactively preventing stock shortages and implementing cost-saving measures for procurement processes.
- Coordinated scheduling of meetings and events, optimizing use of office resources and time management.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
Education
Associate of Science - Business Administration And Management
Phillips Jr. College
Atlanta, GASkills
- Customer Service and Care
- Leadership/Management
- Professional and Courteous
- Promotes Excellence and Integrity
- Honest
- Communicator/Approachable
- Create/Promote Positive Environment
- Confident and Enthusiastic
Timeline
Customer Care
Uber
11.2023 - 11.2024
Customer Service Agent
Delta Air Lines, Inc
06.2006 - 08.2020
Office Manager
FedEx
06.2002 - 03.2006
Associate of Science - Business Administration And Management
Phillips Jr. College