Rubbin Sheffield
McDonough,Georgia
Summary
Accomplished professional with a proven track record at Delta Airlines, Inc, excelling in enhancing customer satisfaction and operational efficiency. Expert in organization and problem-solving, significantly improved first-call resolution rates. Skilled in teamwork and collaboration, adept at fostering interdepartmental coordination for swift issue resolution. Demonstrates exceptional communication and multitasking abilities, ensuring high-quality service delivery.
Overview
31
31
years of professional experience
Work History
Lead Pass Travel
Delta Airlines, Inc
06.1999 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
Lead Employee Pass Travel
Delta Airlines, Inc
06.1999 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
Report Writer
Washington DC Metropolitan Police
09.1993 - 05.1998
- Reviewed, revised, modified and edited documents prepared by others.
- Enhanced report quality by conducting thorough research and data analysis.
- Maintained strict adherence to deadlines, successfully delivering reports on time without compromising quality.
- Collaborated with cross-functional teams to gather relevant data, ensuring comprehensive and accurate reports.
- Established effective communication channels between departments for seamless information exchange during the reporting process.
Education
Information Systems Technician (Radioman)
Naval Education And Training Command
San Diego, CAHigh School Diploma -
Woodbury High School
Woodbury, GA06.1976
Skills
- Self-awareness
- Organization
- Facilitation
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent Communication
- Adaptability and Flexibility
Professional photographer
Received Professional Photographer degree from New York Institute of Photography
Timeline
Lead Pass Travel
Delta Airlines, Inc
06.1999 - Current
Lead Employee Pass Travel
Delta Airlines, Inc
06.1999 - Current
Report Writer
Washington DC Metropolitan Police
09.1993 - 05.1998
Information Systems Technician (Radioman)
Naval Education And Training Command
High School Diploma -
Woodbury High School
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