Summary
Overview
Work History
Education
Skills
Special Assignments/Collaterals
Timeline
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Luana Dos Santos

Daytona Beach,FL

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude and a willingness to take on added responsibilities to meet team goals. Seeking new challenges and opportunities for professional growth as a FIT 2 Lead where my experience will be further developed into future leadership possibilities within Delta Air Lines.

Overview

5
5
years of professional experience

Work History

Red Coat

Delta Air Lines
06.2022 - Current
  • Championed rebooking of customers' itineraries during irregular operations.
  • Serving as first responder to all customer service requests and traveler's needs.
  • Serving as expert when it comes to handling customers with disabilities.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.

Red Coat/Customer Service Agent

Delta Air Lines
10.2018 - 06.2022
  • Created a QR code spreadsheet to help expedite the check-in process at the Ticket Counter for passengers traveling international during COVID-19 travel.
  • Worked as acting OSM when needed.
  • Adept at customer service relations in fast-paced environments where efficient operations are essential to the airlines reputation.
  • Advocated for all Delta passengers, with particular focus on VIP customers.
  • Successfully managed team members in multiple locations to ensure optimal performance and customer satisfaction.
  • Excelled in conflict management, resolving issues with both agents and passengers with a logical and common-sense approach.
  • Trusted translator for CBP, assisting with arriving passengers in FIS who may be denied entry.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Upsold products such as Delta Comfort+, and Stand-by Upgrades resulting in an increase in station sales.

Education

Bachelor of Science - Psychology

University of Central Florida
Orlando, FL
04.2024

Associate of Arts -

Valencia College
Orlando, FL
12.2019

Skills

  • Strong communication skills with ability to establish rapport with external and internal customers
  • Exceptional knowledge of and ability to interact with people from various backgrounds and cultures
  • Innate ability to remain calm and intensely focused in stressful situations
  • Proficient in DLTerm, SNAPP, FasTrak
  • Expert in PowerPoint, Excell, Word, and Teams
  • Conflict resolution expertise
  • Strong adaptability and quick learning
  • Detail-oriented with focus on quality and efficiency
  • Tri-Lingual: English, Portuguese, and Spanish
  • Corporate Travel

Special Assignments/Collaterals

  • Led all Safety initiatives in DAB with zero reported OJI's since assuming my role.
  • Conducting monthly Safety Meetings, and submitting daily safety observations.
  • In charge of updating the SSMP, and the LERAP in my station.
  • Leading the Frontline Involvement Team in my station, actively engaging frontline employees in safety and uniform initiatives and fostering a culture of safety and awareness.
  • Sub-team lead of the Uniform team, crating impactful PowerPoint presentations, and effectively communicating information to the team.
  • In charge of leading the stations Moment that Delight metric score and reaching above goal metric scores consistently.
  • 2018-2023 Chairman's Club Nominee

Timeline

Red Coat

Delta Air Lines
06.2022 - Current

Red Coat/Customer Service Agent

Delta Air Lines
10.2018 - 06.2022

Bachelor of Science - Psychology

University of Central Florida

Associate of Arts -

Valencia College

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Luana Dos Santos