Shomari Sanford
Atlanta,GA
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills. Bring top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
24
24
years of professional experience
9
9
years of post-secondary education
Work History
Customer Experience Specialist
Delta Air Lines, Inc
02.1999 - Current
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Managed over 50 customer calls and messaging interactions with customers per day.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Delivered prompt service to prioritize customer needs.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
Education
No Degree - Communications
University of South Florida
Tampa, FL 08.1993 - 08.1998
High School Diploma -
Glades Central High School
Belle Glade, FL 08.1989 - 06.1993
Skills
- Brand Experience
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Customer Experience Improvement
- Microsoft Office
- POS Inventory System Operation
- Ability to Be Flexible
- Performance Goals
- Livechat Messaging
- Customer Retention Strategies
Timeline
Customer Experience Specialist
Delta Air Lines, Inc
02.1999 - Current
No Degree - Communications
University of South Florida
08.1993 - 08.1998
High School Diploma -
Glades Central High School
08.1989 - 06.1993
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