Marcia Gilbert
Frederick
Summary
Results-driven customer service agent with over 29 years of experience in complaint handling, product knowledge, and team training. Proven ability to resolve issues swiftly and enhance customer satisfaction while maintaining high service standards.
Overview
29
29
years of professional experience
Work History
CSA
Delta Air Lines, Inc
06.1996 - 09.2025
- Delivered exceptional customer service to enhance passenger experiences and resolve inquiries efficiently.
- Assisted in managing flight schedules and gate assignments to ensure timely departures and arrivals.
- Provided support during check-in processes, ensuring compliance with airline policies and procedures.
- Trained new team members on customer service best practices and operational protocols.
- Collaborated with cross-functional teams to enhance overall service delivery and operational effectiveness.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
- Increased team productivity with effective communication and coordination of tasks.
- Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
South Miami Sr. High Schoold
Miami06-1995
Skills
- Customer service
- Customer support
- Problem resolution
- Team collaboration
- Customer complaint resolution
- Product knowledge
- Complaint handling
- Complex Problem-solving
- Refunds and exchanges
- Safety regulations
- Refunds processing
- Hospitality and accommodation
- Software troubleshooting
- Inbound and outbound calling
- Complaint escalation
- Calm and professional under pressure
- Teamwork and collaboration
- Computer skills
- Calm under pressure
- MS office
- Understanding customer needs
- Issue and complaint resolution
- Customer data confidentiality
- Microsoft office
- Work prioritization
- Complaint resolution
- Policies and procedures adherence
- Sales and upselling
- Employee coaching
- Spanish fluency
- De-escalation techniques
- Translation and interpretation services
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Supervised team of 80-120 staff members.
Languages
Spanish
Native or Bilingual
Timeline
CSA
Delta Air Lines, Inc
06.1996 - 09.2025
High School Diploma -
South Miami Sr. High Schoold