Maima Diagana
Florence,KY
Summary
Detail-oriented professional with expertise in customer service and operational efficiency. Proven ability to enhance customer experiences and streamline processes to drive satisfaction.
Dedicated Technical Operations Clerk with a strong track record in inventory management and process optimization. Recognized for fostering teamwork and enhancing communication to improve operational performance and customer satisfaction.
Results-driven professional with extensive experience in the service industry. Known for problem-solving abilities and attention to detail, contributing to increased efficiency and enhanced customer experiences.
Experienced with operational logistics and administrative support. Utilizes organizational skills to ensure smooth daily operations. Knowledge of data management, effective communication, and team collaboration to drive successful outcomes.
Operations professional prepared to excel in operational and clerical environments. Proven success in optimizing workflows and supporting administrative functions. Promotes teamwork and consistently adapts to evolving demands. Known for accuracy in data management and proactive problem-solving.
Overview
27
27
years of professional experience
Work History
Technical Operations Clerk
Atlas Air
Hebron, KY
07.2023 - Current
- Coordinated daily operations to ensure timely processing of shipments and receiving orders
- Monitored inventory levels and processed orders efficiently.
- Utilized warehouse management systems to track shipments and deliveries.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Supported inventory management efforts by accurately tracking stock levels and assisting with order fulfillment processes when needed.
- Kept reception area clean and neat to give visitors positive first impression.
- Promoted a culture of continuous improvement by actively participating in process review initiatives.
- Handled sensitive information with discretion while maintaining strict confidentiality in compliance with company policies and legal requirements.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Volunteered to help with special projects of varying degrees of complexity.
Reservations Supervisor
Delta Air Lines, Inc
Cincinnati, OH
02.2013 - 08.2020
- Streamlined reservation processes for increased accuracy and reduced booking errors.
- Fostered a culture of continuous improvement by encouraging open communication among team members regarding challenges faced or opportunities identified within the department.
- Managed escalated customer issues, providing timely resolutions to enhance passenger satisfaction.
- Analyzed reservation data trends to inform strategic decision-making and improve forecasting accuracy.
- Analyzed reservation trends and provided recommendations for strategic planning purposes.
- Resolved escalated customer issues, ensuring a positive outcome for both the guest and the organization.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Maintained up-to-date knowledge of products and services offered to customers.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Customer Care Representative
Delta Air Lines, Inc
Atlanta, GA
12.2010 - 02.2013
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and service excellence.
- Managed booking changes and cancellations using Delta's reservation systems to enhance customer experience.
- Provided timely support for flight delays and cancellations, maintaining clear communication with passengers.
- Collaborated with team members to streamline processes and improve response times for customer requests.
- Supported the Joint Venture calls in French, handled escalations in both English and French,
Airport Customer Service Agent
Delta Air Lines, Inc
Columbus ,OH
08.2006 - 12.2010
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Coordinated check-in processes to ensure timely departures and enhance passenger experience.
- Managed baggage handling procedures, ensuring compliance with safety standards and regulations.
- Assisted passengers with special needs, providing tailored support for accessibility requirements.
Airline Customer Service Agent
Delta Air Lines, Inc
Philadelphia, PA
07.1999 - 08.2006
- Facilitated passenger check-in and boarding processes, ensuring efficient flow of operations.
- Resolved customer inquiries and concerns, enhancing overall satisfaction and experience.
- Coordinated with ground crew to manage baggage handling and flight schedules effectively.
- Trained new team members on customer service protocols and operational procedures.
- Implemented process improvements that streamlined check-in and boarding efficiency.
- Led initiatives to enhance communication between customer service and operational teams.
- Analyzed feedback data to identify trends, driving improvements in service delivery standards.
- Mentored junior agents, promoting adherence to company policies and best practices in customer care.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
- Conducted thorough ticket verification to maintain airline security standards and prevent fraud incidents.
- Contributed to overall revenue growth by promoting ancillary services such as upgrades and additional fees when applicable.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
- Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
- Increased repeat business through personalized interactions and building rapport with customers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Produced and shared customer service reports to support management decision-making.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Education
Associate of Science - Foreign Languages And Literatures
University of Metz
Metz, FranceAssociate of Arts - Tourism And Travel Management
Cours Loko
Abidjan, Ivory CoastSkills
- Warehouse operations
- Microsoft office
- Operational excellence
- Filing systems
- Efficiency optimization
- Client relations
- Inventory tracking
- Data compilation
- Cost reduction
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Telephone and email etiquette
- Active listening
- Decision-making
- Relationship building
- Strong problem solver
- Documentation and recordkeeping
- Professional and mature
- Task prioritization
- Self motivation
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Goal setting
- Professionalism
- Interpersonal communication
- Continuous improvement
- Adaptability
- Written communication
- Document scanning
- Support services
- Office equipment operation
- Supply restocking
- Problem-solving aptitude
Languages
French
Native or Bilingual
Soninke
Native or Bilingual
Spanish
Elementary
Interests
- I enjoy helping others and giving back to the community
- Learning new cooking techniques and expanding my culinary skills
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Getting involved in local advocacy groups to promote positive change in the community
- Travel
Timeline
Technical Operations Clerk
Atlas Air
07.2023 - Current
Reservations Supervisor
Delta Air Lines, Inc
02.2013 - 08.2020
Customer Care Representative
Delta Air Lines, Inc
12.2010 - 02.2013
Airport Customer Service Agent
Delta Air Lines, Inc
08.2006 - 12.2010
Airline Customer Service Agent
Delta Air Lines, Inc
07.1999 - 08.2006
Associate of Science - Foreign Languages And Literatures
University of Metz
Associate of Arts - Tourism And Travel Management
Cours Loko