SOULANIA DANIELS
Summary
Results driven and customer-centric professional with a proven track record of elevating vast customer service standards. Over 5 years of exceptional experience consistently exceeding performance metrics and driving customer satisfaction. Adept at cultivating positive customer care experiences through a combination of exceptional communication skills, problem-solving abilities, and a commitment to go above and beyond satisfaction. Key Achievements: Exceeded Customer Satisfaction Targets: While working at Marriott Dallas Uptown I consistently surpassed customer satisfaction benchmarks by 80% and achieving 90% on customer feedback surveys. While working at Air Wisconsin Airlines I Successfully increased first-call resolution by 80% through proactive problem solving crew operations, and flight crew schedule changes.
Overview
3
3
years of professional experience
Work History
Flight Attendant
Frontier Airlines
07.2023 - Current
- Trained for 8 weeks on emergency evacuation procedures, CPR, and First Aid.
- Provided detailed instructions on emergency procedures and ensured all passengers had the necessary information before takeoff.
- Elevated onboard sales revenue by effectively promoting duty-free products and conveying the benefits of loyalty programs.
- Adapted to flight delays and schedule operations, updating passengers on flight status.
- Exhibited strong organizational skills when managing multiple tasks simultaneously, such as preparing drinks for passengers and ensuring safety regulations were followed.
- Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
Front Desk Receptionist
Marriott Hotels And Resorts
01.2023 - 08.2023
- Managed multi line incoming calls, directing them to appropriate staff members or taking detailed messages as necessary.
- Tracked important information in Lightspeed spreadsheets and ran reports or generated graphs using data.
- Prepared informative materials about local attractions or amenities upon request from guests ensuring memorable stays at the establishment.
- card transactions accurately and efficiently
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Entered and updated sensitive customer information with confidentiality, adhering to company privacy guidelines.
Crew Scheduling Officer
Air Wisconsin Airlines
01.2022 - 01.2023
- Developed custom reports to provide insights on crew performance metrics, facilitating data-driven decision making across the organization.
- Scheduled hotel reservations for crew members, and scheduled shuttle drivers to airport prior to each crew members arrival.
- Served as a subject matter expert in union contract negotiations, providing valuable input on work rules, hours of service regulations, and other related topics affecting crew scheduling practices.
- Ensured timely response to ad hoc scheduling requests, maintaining excellent customer service levels within the department and across the organization.
Customer Service Representative
Stratton Amenities
01.2021 - 12.2022
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Documented and detailed calls and complaints using call center's CRM database.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Bachelor of Science - IT Cloud Computing Bachelors in Computer Science
Stayer University
Dallas, Texas07.2025
Skills
- Customer Experience Enhancement
- Remote Office Availability
- Strategic Planning
- STRONG ATTENTION TO DETAIL
- Technical Skills
- Proficient with Microsoft Teams, Microsoft Office Suite, Microsoft Powerpoint, Light Speed retail, Adobe
- Speak clearly and excellent phone voice Excellent written and verbal communication
- Ability to work well in a fast-paced environment
- Office equipment proficiency
- Customer Retention Strategies
Timeline
Flight Attendant
Frontier Airlines
07.2023 - Current
Front Desk Receptionist
Marriott Hotels And Resorts
01.2023 - 08.2023
Crew Scheduling Officer
Air Wisconsin Airlines
01.2022 - 01.2023
Customer Service Representative
Stratton Amenities
01.2021 - 12.2022
Bachelor of Science - IT Cloud Computing Bachelors in Computer Science
Stayer University
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