Nicole Banks

• Book hotel accommodations for Delta flight attendants, pilots, charter crews, adhoc crews, DL project line pilots, and DL DGS pilot instructors
• Handle last minute emergency moves of crews
• Managed over 200 calls per day while also multitasking through 3 monitors for email, and chat queues.
• Serve as back up to Delta Air Lines Corporate Travel Services (CTS)
• Soft site cities where Delta does not have contract hotels, update crew rotations accordingly, make transportation arrangements, if required, and negotiate commissions for Travelliance
• Make payments to Delta non-contract hotels as requested from CTS
• Reconcile credit card accounts on weekly basis
• Work closely with crew tracking and other groups relevant to operational needs that may affect crews and passengers
• Answered constant flow of customer calls with minimal wait times.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Developed and updated databases to handle customer data.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Investigated and resolved customer inquiries and complaints quickly.

• Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints
• Used computerized ticketing systems to process ticket orders accurately and securely
• Processed order transactions and provided customers with detailed itineraries, tickets, and receipts
• Utilized customer service skills to resolve customer complaints and provide timely and accurate information
• Processed cash and credit card transactions securely and promptly for customer payments
• Researched and resolved customer ticketing issues to promote satisfaction
• Gathered supporting documents to complete end-of-shift reporting and explain discrepancies

• Handles escalations by addressing and resolving guest questions, guest experiences, center information and offers of promotion
• Maintains awareness of existing rates, property features, and event sales
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.
• Processed customer service orders promptly to increase customer satisfaction.
• Coordinated with customers and installers to schedule and execute install projects.

• Supported needs of 3 person wait staff who attended to specific needs of countless customers daily for full service restaurant with social relevancy and intentionality
• Take food and drink orders from customers accurately and with positive attitude
• Engage with customers in friendly manner
• Knowledge of menu, with ability to make suggestions
• Prepare room for dining by clothing tables and setting decorations, condiments, candles, napkins, service plates and utensils
• Prepare room for dining by clothing tables and setting decorations, condiments, candles, napkins, service plates and utensils
• Worked with POS system to place orders, manage bills, and handle complimentary items
• Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff
• Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers

• Server Manages day to day cash responsibilities
• Transmit orders to bar and kitchen by recording patrons' choices; identifying patrons' special dietary needs and special requests Assist with day-to-day business activities, shift changes, and other restaurant needs Maintains high-quality team member performance in order to better serve customers according to policy.
• Managed time efficiently in order to complete all tasks within deadlines
• Demonstrated respect, friendliness and willingness to help wherever needed
• Organized and detail-oriented with strong work ethic
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Identified issues, analyzed information and provided solutions to problems

GPA: 4.0