SACHA NOLAN
South Jordan
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
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Travel Coordinator/Administrator
Audio Enhancement
West Jordan
02.2025 - Current
Coordinated complex travel arrangements for staff attending in‑office events, school commissionings, installations, and trade shows, ensuring seamless end‑to‑end logistics.• Managed itineraries and travel logistics for company conferences, training sessions, and cross‑department business trips, delivering organized and timely travel plans.• Communicated with vendors to secure transportation, lodging, and event services, negotiating options that aligned with company standards and traveler needs.• Oversaw new flight requests by reviewing travel requirements, verifying policy compliance, and booking flights that matched employee preferences and schedules.• Processed flight changes by rebooking itineraries, resolving scheduling conflicts, and minimizing disruptions through proactive communication.• Managed Presidents Club travel, providing high‑touch service and precise coordination for priority travelers with elevated expectations.• Maintained accurate traveler profiles, updating preferences, loyalty program details, and compliance information to support efficient booking processes.• Created and managed an airline e‑credit portfolio, tracking balances and expiration dates and applying credits strategically to reduce company travel costs.• Coordinated EPIC guest travel, arranging flights, accommodations, and itinerary updates to ensure a polished and professional guest experience.• Supported multiple departments by handling diverse travel requests and adapting to varying priorities while maintaining consistent service quality.• Maintained detailed travel records for reimbursement, auditing, and reporting, ensuring accuracy and adherence to corporate guidelines.• Resolved travel‑related issues promptly, providing solutions that ensured smooth and stress‑free journeys for employees.• Collaborated with management to streamline travel operations, improve workflows, and enhance overall efficiency.• Researched airfare and hotel options to identify the best value and experience for traveler's while meeting budget and policy requirements.
Administrative & Office Support Experience
- Provided front‑line administrative support by managing incoming calls, assisting employees and visitors, and handling daily office needs to keep operations running efficiently.
- Coordinated meetings and on‑site events, preparing spaces, materials, and logistics for company meetings, anniversary lunches, and guest visits to ensure a welcoming and organized environment.
- Supported employee engagement initiatives by assisting with snack times, seasonal celebrations, and company events, including decorating for holidays and fostering a positive workplace atmosphere.
- Contributed to community and company programs, including collecting, transporting, and unloading donations for the annual food drive to support a smooth and successful initiative.
- Balanced cross‑functional responsibilities during periods of short staffing, effectively managing both administrative and travel‑related tasks while maintaining high service standards.
- Maintained operational upkeep by participating in weekly team meetings, restocking vending and break areas, organizing and cleaning shared spaces, completing fridge cleanouts, and monitoring inventory to ensure a clean and functional workplace.
- Handled office upkeep and employee recognition tasks, including managing anniversary cards and supporting general building maintenance to create a professional and welcoming environment for employees and guests.
- Expanded technical skill set by participating in a Field Engineer trip, assisting with the commissioning of a district and supporting hands‑on technical tasks that sparked my interest for the role.
- Gained exposure to technical processes by working directly alongside field engineers, learning commissioning workflows, troubleshooting steps, and on‑site operational procedures.
- Completed advanced internal training, earning a certificate in EPIC Programming & Commissioning Training and strengthening technical knowledge to better support cross‑functional teams.
Customer Experience Specialist
Delta
Salt Lake City
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.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
Barista Shift Supervisor
Starbucks
Salt Lake City
02.2020 - 03.2023
- 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.
Server
Pizza Pie Cafe
Salt Lake City
01.2017 - 01.2019
- 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.
- 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
High School Diploma -
Providence Hall
Herriman, UT 09.2020 - 06.2021
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
Travel Coordinator/Administrator
Audio Enhancement
02.2025 - Current
Customer Experience Specialist
Delta
04.2023 - Current
High School Diploma -
Providence Hall
09.2020 - 06.2021
Barista Shift Supervisor
Starbucks
02.2020 - 03.2023
Server
Pizza Pie Cafe
01.2017 - 01.2019