Sacha Nolan
Herriman,UT
Summary
Proven Customer Experience Specialist with a track record of enhancing customer satisfaction at Delta through expert de-escalation techniques and outstanding teamwork. Skilled in identifying customer needs and resolving issues, leading to a significant improvement in customer relations. Mastered policy adherence and task prioritization, ensuring efficient and effective service delivery.
Overview
8
8
years of professional experience
Work History
Customer Experience Specialist
Delta
04.2023 - Current
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Documented customer interactions in internal database to maintain customer service history details.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Barista Shift Supervisor
Starbucks
02.2020 - 03.2023
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Trained, scheduled, and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
- Served customers quickly and efficiently and created strategies to prevent delays.
- Advised customers on whole bean and bulk tea purchases by detailing origin, flavor, and pairing recommendations.
- Developed coffee beverage menu, recipes, specialty coffee drinks, and appropriate menu pricing.
- Generated friendly atmosphere by encouraging employees to greet and speak to customers.
- Accurately completed end-of-day financial tasks of cash and card transactions daily.
- Memorized ingredients and recipes for wide variety specialty drinks.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Created superlative coffeehouse experience through customer service, beverage preparation, and presentation, in-store marketing and thorough cleanliness and sanitation of space.
Server
Pizza Pie Cafe
01.2017 - 01.2019
- Bussed and reset tables to keep dining room and work areas clean.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Cultivated warm relationships with regular customers.
- Upsold high-profit items to enhance sales numbers.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Served food and beverages promptly with focused attention to customer needs.
Education
No Degree - Private Pilots License
Randon Aviation
Salt Lake City, UT02.2025
High School Diploma -
Providence Hall
Herriman, UT06.2021
Skills
- De-Escalation Techniques
- Customer Service
- Understanding Customer Needs
- Calm Under Pressure
- Team building
- Teamwork and Collaboration
- Policies and Procedures Adherence
- Attention to Detail
- Task Prioritization
Timeline
Customer Experience Specialist
Delta
04.2023 - Current
Barista Shift Supervisor
Starbucks
02.2020 - 03.2023
Server
Pizza Pie Cafe
01.2017 - 01.2019
No Degree - Private Pilots License
Randon Aviation
High School Diploma -
Providence Hall
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