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
Dallas, TX
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
Appleton, WI
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