Patricia Coleman
Glen Burnie,MD
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
18
18
years of professional experience
Work History
Customer Service Agent
Delta Air Lines, Inc.
01.2008 - Current
- Assist passengers with issuing boarding passes, processing ticket changes and making reservations
- Work diligently to resolve booking and scheduling issues, ensuring that all booking procedures are followed by industry standards
- Provide boarding and disembarking assistance to passengers, re-booking and rerouting passengers if cancellation occurs
- Announce arrival and departure information using public address system
- Investigate alternative solutions for delivery of damaged or delayed baggage for incoming flights
- Worked counter-control relief which entails setting up flights for departure and arrival gates, filing paperwork for FAA flight audits.
Covid-19 Field Interviewer
NORC at the University of Chicago
01.2020 - 01.2021
- Conduct upward of 50 interviews daily in a professional manner that reflects emotional cultural awareness
- Collecting and recording accurate information using Customer Relationship Management Software
- Calling newly diagnosed patients and individuals that are potentially exposed
- Interviewing traced contacts, assessing symptoms, and referring contacts for testing and treatments also providing them with CDC guidelines for quarantining or isolation
- Educate contacts on approved protocol to reduce the risk of spreading to the community
- Facilitate health checkups and provide contacts with information to the local Health Departments and local community resources
- Complying too all Health Department and CDC regulations including those aimed toward protecting personal information.
Customer Service Representative
Northwest Airlines
01.2007 - 01.2008
- Planned routes, itineraries and computed fares and fees using rate schedules and computers
- Conferred with customers to determine their service requirements and travel preferences
- Maintained computerized inventories of available passenger space and provided information on available and reserved space
- Informed customers of essential travel information such as travel times, transportation connections, medical and visa requirements, and airline policy and procedures
- Prepared customer invoices and accept various methods of payment
- Resolved customer requests, questions, and complaints frequently requiring analysis of situation to determine best course of action
- Traced lost, delayed, or misdirected baggage for customers
- Handled revenue in excess of $1000.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
No Degree - Business Management
Eastern Gateway Community College
Steubenville, OH05.2025
Certificate -
John Hopkins Covid-19 Contact Tracing Course
Chicago, IL08.2021
Skills
- Superior customer service skills that would provide accurate and appropriate information in response to customer inquiries
- Exceptional versatility with the ability to manage multiple tasks in a pressured environment
- Excellent communication, interpersonal, organizational, and leadership skills
- Knowledge of Microsoft Office Suite
- Familiar with FAA rules, policies and procedures
References
Available upon request
Timeline
Covid-19 Field Interviewer
NORC at the University of Chicago
01.2020 - 01.2021
Customer Service Agent
Delta Air Lines, Inc.
01.2008 - Current
Customer Service Representative
Northwest Airlines
01.2007 - 01.2008
No Degree - Business Management
Eastern Gateway Community College
Certificate -
John Hopkins Covid-19 Contact Tracing Course
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