Stacey Curry
Hampton,GA
Summary
Motivated and results-driven professional with a passion for fostering teamwork and cultivating strong customer relationships. Known for ability to lead and inspire others, excelling in problem-solving and making independent decisions that contribute to overall company success. Committed to utilizing extensive training and expertise to consistently deliver exceptional customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Customer Experience Specialist
Delta Air Lines
09.2022 - Current
- Focused on elevating team's performance through continuous feedback and recognition
- Utilized tools to assist with coaching sessions (dashboards, whiteboard, speech analytics, coaching form)
- Fostered first specialist's resolution though the following activities: real-time support, skill transfer and building confidence in decision making
- Implemented a strategy aimed at reducing the average call duration to 15 minutes or less. As a result of this initiative, the team collectively decreased their CHT by an average of 15 seconds per call, allowing the majority of the team to successfully meet or exceed their performance metrics.
- Implemented new strategies to reduce average call handling time, increasing productivity and customer satisfaction.
- Developed training programs for employees, ensuring a consistent level of knowledge and skill across the team.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Customer Experience Specialist
Delta Air Lines
07.2020 - 09.2022
- Connected with customers via phone and created valuable experiences where customers feel heard and understood and feel valued and important
- Answered calls efficiently, courteously and accurately while assessing customer needs and offering solutions and additional products.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Maintained high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Implemented new strategies to reduce average call handling time, increasing productivity and customer satisfaction.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
Baggage Agent/ Baggage Escalation Manager
Delta Air Lines
07.2014 - 07.2020
- Responsible for tracking baggage through the Delta system, proactively notifying station of baggage mishandling as well as reviewing and coding both domestic and international baggage files
- Responding to customers who have contacted Delta about luggage, a related service failure or other complaints, compliments, and assistance involving loss, damage, pilferage and/or delay
- Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
- Collaborated closely with other departments to ensure seamless handover of escalated cases when necessary.
- Ensured timely resolution of complex cases by prioritizing workload and allocating resources appropriately.
Education
Associate of Arts - Middle School Education
Georgia Military College
Augusta, GA01.2022
Skills
- Microsoft Office Suites (Office, Excel, etc)
- Axis
- Delta Term/Fast Track
- Phoenix
- Tableau
- Nexidia
- Calabrio
- Call Center Operations
- Teamwork and Collaboration
- Customer Service
- Problem Resolution
- Staff education and training
Certification
Ethics and Project Management, 96550927, 2024
Timeline
Lead Customer Experience Specialist
Delta Air Lines
09.2022 - Current
Customer Experience Specialist
Delta Air Lines
07.2020 - 09.2022
Baggage Agent/ Baggage Escalation Manager
Delta Air Lines
07.2014 - 07.2020
Associate of Arts - Middle School Education
Georgia Military College