Shelly Dahlvang
Knoxville,Tennessee
Summary
Hard-working professional with 32+ years of experience and the proven ability to successfully work independently or as part of a team. Extensive training in customer service, consistently enhancing customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty, and customer retention. Problem solver and conflict mediator with exemplary skills in oral and written communication. Innate willingness to go above and beyond to provide the highest quality experience for the guest, passenger, or customer. Dedicated to living and working according to ethical values and spiritual principles.
Overview
36
36
years of professional experience
Work History
Restaurant/Customer Service Associate
Courtyard By Marriott
09.2021 - 04.2023
- Reached out to customers after completed sales to suggest additional service or product purchases
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Investigated and resolved customer inquiries and complaints quickly
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Promptly responded to inquiries and requests from prospective customers
- Provided product and service recommendations to guide customers on products to meet varying needs
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided customer feedback to management and identified areas of improvement for products and services
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Flight Attendant
DELTA AIRLINES
12.1989 - 08.2021
- Liaison between Captain and crew members
- Responsible for implementing Captains orders, flight information and service standards
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Trained in aircraft safety and medical procedures
- Held leadership positions both domestically and internationally
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Relayed updates and information to passengers after confirming key details with pilot.
- Resolved passenger conflicts and medical emergencies during flights.
- Answered passenger questions and provided solutions to issues arising during flights.
- Used excellent customer service skills in addressing passengers' needs.
- Demonstrated knowledge of aircraft safety features and emergency equipment.
- Ensured safety and comfort of customers onboard aircraft.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Monitored cabin during flights and responded to passenger inquiries or issues.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
Cosmetology Instructor
COSMETOLOGY TRAINING CENTER
09.1987 - 12.1989
- Planned and documented programs of study meeting individual needs and abilities of students.
- Presented lectures and conducted discussions to increase students' knowledge and competence using visual aids such as graphs, charts and slides.
- Supervised and monitored students' use of tools and equipment.
- Conducted practice exams for students on both theoretical and practical sections.
- Planned both theory and practical lessons for students.
- Observed and evaluated students' work to determine progress, provide feedback, and make suggestions for improvement.
- Connected instruction to real-world experiences and to students' post-secondary goals.
Education
Cosmetology License -
Cosmetology Training Center
Saint Paul, MN1985
High School Diploma -
Apple Valley Senior High School
Apple Valley, MN1984
Skills
- Verbal Communication
- Customer Service and Assistance
- Hospitality and Accommodation
- Guest Satisfaction
- Cultural Awareness
- Customer Retention Strategies / Service Recovery
- Understanding and Anticipating Customer Needs
- Professional and Pleasant Demeanor
- Telephone Reception
- Calm and Professional Under Pressure
- Exceptional Communicator
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Restaurant/Customer Service Associate
Courtyard By Marriott
09.2021 - 04.2023
Flight Attendant
DELTA AIRLINES
12.1989 - 08.2021
Cosmetology Instructor
COSMETOLOGY TRAINING CENTER
09.1987 - 12.1989
Cosmetology License -
Cosmetology Training Center
High School Diploma -
Apple Valley Senior High School