Miescha Thomas
Fort Worth
Summary
Dynamic and results-driven Reservation Representative with extensive experience at Delta Air Lines, adept at enhancing customer satisfaction through effective communication and upselling strategies. Proven ability to train staff and streamline processes, leveraging reservation software to ensure compliance and efficiency in travel bookings. Strong active listening skills complement a solid background in customer service.
Overview
9
9
years of professional experience
Work History
Reservation Representative
Delta Air Lines, Inc
Fort Worth, TX
01.2023 - 02.2026
- Oversaw customer inquiries related to flight reservations and changes with efficiency.
- Executed booking processing through Delta's reservation system to guarantee precise and prompt service.
- Facilitated customer itinerary modifications while ensuring compliance with company policies.
- Facilitated collaboration among team members to address booking discrepancies and improve customer satisfaction.
Reservation Sales Representative
American Airlines
Dallas, TX
07.2021 - 01.2023
- Managed customer inquiries, providing accurate information on reservations and flight options.
- Collaborated with team members to streamline booking processes and enhance customer satisfaction.
- Utilized reservation systems to process changes, cancellations, and special requests efficiently.
- Trained new staff on system usage and best practices for customer service excellence.
- Analyzed customer feedback to identify areas for improvement in service delivery.
- Developed upselling strategies that increased revenue from ancillary services during bookings.
- Ensured compliance with company policies while handling sensitive customer data securely.
Front Desk Receptionist
Home 2 Suites
Clovis, CA
03.2017 - 07.2021
- Managed guest check-in and check-out processes efficiently, ensuring a seamless experience.
- Handled multi-line phone systems, directing calls to appropriate departments promptly.
- Coordinated with housekeeping and maintenance teams to fulfill guest requests swiftly.
- Trained new staff on front desk procedures and customer service standards.
- Resolved guest inquiries and complaints with professionalism, enhancing overall satisfaction.
- Maintained accurate records of reservations and billing information in property management system.
- Implemented strategies to streamline communication between departments, fostering collaboration.
- Assisted in developing front desk workflows that improved service delivery times.
Education
High School Diploma - General Studies
Sunnyside Hogh School
Fresno, CA05.2002
Skills
Customer service experience
Active listening skills
Team development
Reservation software
Computer literate
Staff training
Pricing strategy
Sales background
Administrative experience
Strategy development
Personal service experience
Staff mentoring
Hotel operations management
Revenue management
Marketing background
Hospitality operations
Telephone reservations
Customer engagement
Phone etiquette
Telephone reception
Call control
Travel bookings
Schedule maintenance
Upselling proficiency
International travel
Cost planning
Travel planning
Transportation information
Hotel accomodations
Timeline
Reservation Representative
Delta Air Lines, Inc
01.2023 - 02.2026
Reservation Sales Representative
American Airlines
07.2021 - 01.2023
Front Desk Receptionist
Home 2 Suites
03.2017 - 07.2021
High School Diploma - General Studies
Sunnyside Hogh School