Summary
Overview
Work History
Education
Skills
References
Timeline
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MACKENZI BOYER

Salt Lake City,UT

Summary

Hard-working, energetic, great multi-tasker and also very adaptive, responsible and compassionate. Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

8
8
years of professional experience

Work History

Real Time Staffing Manager

Delta Air Lines, Inc
10.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Exhibited high energy and professionalism when dealing with staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Improved safety procedures to create safe working conditions for workers.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry coworkers.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Red Coat

Delta Air Lines
02.2025 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Developed and maintained courteous and effective working relationships.
  • Proved successful working within tight deadlines and a fast-paced environment.

Customer Service Agent

Delta Air Lines
06.2021 - 10.2022
  • Responsible for checking in passengers and giving them enjoyable interactions and making sure customers have the best Delta experience possible
  • Lifting up to 70+ pound luggage
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Informed customers about special promotions and provided detailed information for various products.
  • Increased revenue by cross-selling and upselling products and services.
  • Provided customer feedback to management and identified areas of improvement for products and services.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Provided training and support to new associates to help provide high-quality customer service.
  • Kept detailed records of customer interactions to track and resolve issues quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Delta Cargo Lead(DGS)

Delta Air Lines
01.2018 - 06.2021
  • Utilized computer systems to manage cargo shipments and accurately track goods.
  • Operated cargo handling equipment to facilitate safe and quick loading and unloading of cargo.
  • Detected damages and discrepancies in cargo shipments with careful inspections and close monitoring.
  • Coordinated and verified proper dispatch of cargo shipments, working closely with different departments to resolve issues.
  • Compiled accurate cargo manifests, avoiding shipping errors and meeting regulatory standards.
  • Implemented and maintained security protocols to safeguard cargo shipments.
  • Checked import and export documentation to determine cargo contents and classified goods into different tariff or fee groups.
  • Created documents of load plans, cargo cleanliness inspections, and transportation processes.
  • Prepared hazardous material shipments in compliance with safe handling practices.
  • Liaised with customers provide status updates and explain cargo shipment delays.
  • Updated clients on cargo and mail statuses by closely monitoring receipt and tracking processes.
  • Led warehouse improvement initiatives to advance operational efficiencies.
  • Examined cargo and freight shipments to check goods' condition.
  • Built working relationships with clients to foster loyalty and encourage repeat business.
  • Directed delivery trucks to shipping doors or designated areas and helped unload and load goods.
  • Entered shipping information into computer system and estimated freight and postal rates.
  • Originated and implemented operational processes and procedures, amplifying productivity.
  • Advised clients on transportation and payment methods.

Education

Some College (No Degree) - Criminal Justice

Houston Community College
Houston, TX

Some College (No Degree) - Criminal Justice

Austin Community College
Austin, TX

High School Diploma -

Westside High School
Houston, TX
06.2016

Skills

  • Customer Success Management
  • Customer Service
  • Calm Under Pressure
  • Teamwork and Collaboration
  • Understanding Customer Needs
  • Strong Analytical and Problem Solving Skills
  • Computer Skills
  • Multitasking and Prioritization
  • Issue and Complaint Resolution
  • De-Escalation Techniques
  • Regulatory Compliance

References

  • Dimithri Gajaweera, DGS / Supervisor, 512-623-9103
  • Janet Monity, Delta Air Lines / OSM, 734-883-9625
  • Johanna Middleton, First Watch Café / Manager, 832-931-1609

Timeline

Red Coat

Delta Air Lines
02.2025 - Current

Real Time Staffing Manager

Delta Air Lines, Inc
10.2022 - Current

Customer Service Agent

Delta Air Lines
06.2021 - 10.2022

Delta Cargo Lead(DGS)

Delta Air Lines
01.2018 - 06.2021

Some College (No Degree) - Criminal Justice

Houston Community College

Some College (No Degree) - Criminal Justice

Austin Community College

High School Diploma -

Westside High School

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