Lisa Dass
Atlanta,GA
Summary
Energetic and multilingual Flight Attendant with dynamic customer service skills. Poised, personable and dedicated to team-driven environment. Known for excellent customer relations and welcoming attitude.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Reservations Specialist
Delta Air Lines, Hartsfield Jackson International Airport
Atlanta, Georgia
09.2021 - Current
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Assisted over 50 customers per day with making reservations and entered reservation details into computer system.
- Netting over 1/2 milli0n dollars in sales year to date
Night Auditor /Trainer
Amazon
Atlanta, GA
11.2020 - Current
- Oversaw night auditing of outbound shipments
- Managed pallet Weight vs. Quantity and destination by zip code increasing accuracy by 50+% year to date
- Onboard training for new hires increasing retention by 25% and promotion by 15%
Global Enterprise Advisor
Verizon Wireless
Alpharetta, GA
06.2014 - 06.2019
- Performed Auditing, analysis and forecasting of B2B billing and account recommendations
- Project management and implementation of customer B2B Business Strategies contracts and device renewals nationally.
- Increased and maintained Customer Loyalty Index at 9.75/10.
- Established Cross-functional customer relationship driver. Leadership CRS 100%.
Business Solutions Specialist
Verizon Wireless
Alpharetta, GA
08.2012 - 06.2014
- Increased B2B Phone Sales and contract renewals, which drove Base in Contract by 25% year over year.
- Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies.
- Recommended specific mobile products and services to customers based on unique technical requirements of each.
Customer Service Supervisor/Trainer
Verizon Wireless
Alpharetta, GA
02.2009 - 09.2012
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Maintained 90% Retention and 50% career progression to date of trainees. Cost savings $150,000.
- Actively supported service associates by quickly responding to questions via phone and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Flight Attendant/Trainer
Air Caribbean
Port-of-Spain , Trinidad & Tobago
02.1997 - 10.2001
- Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
- Resolved passenger situations during flight involving disorderly passengers and medical emergencies, with 98% favorable resolution rating.
- Answered passengers' questions and provided solutions to issues arising during flights.
- Ensured safety and comfort of customers onboard aircraft.
- Coordinated and Facilitated Flight attendant Emergency Response training, scheduling and in-flight observation for 500 flight attendants.
Education
Bachelor of Science - Information Technology
Strayer University
Douglasville, GA10.2018
Skills
- Conflict Resolution Techniques
- Brand Promotion
- Customer Needs Assessments
- Emergency Situations Management
- Verbal and Written Communication
- Microsoft Excel
- Emergency Procedures Knowledge
- Operations Analysis
- Instructing
- Service-Orientation
- Standard Operating Procedures Maintenance
- Conflict Mediation
Accomplishments
- Recognized for perfect attendance over 12 month period
- Provided exceptional service to travelers and ensured that issues were resolved quickly, resulting in an above-average performance rating.
- Mentored newly hired flight attendants in customer service and safety techniques, improving overall service quality by 50%.
Affiliations
- Hands on Atlanta
- Hosea Helps
- SHE
- BOLD
Certification
- Lean Six Sigma - Green Belt
- Train the Trainer Certification - Frank Covey
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Reservations Specialist
Delta Air Lines, Hartsfield Jackson International Airport
09.2021 - Current
Night Auditor /Trainer
Amazon
11.2020 - Current
Global Enterprise Advisor
Verizon Wireless
06.2014 - 06.2019
Business Solutions Specialist
Verizon Wireless
08.2012 - 06.2014
Customer Service Supervisor/Trainer
Verizon Wireless
02.2009 - 09.2012
Flight Attendant/Trainer
Air Caribbean
02.1997 - 10.2001
Bachelor of Science - Information Technology
Strayer University
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