Stephanie Kanz
EDINA,MN
Summary
Dynamic Customer Experience Specialist with Delta Air Lines, skilled in first contact resolution and active listening with empathy. Proven track record of enhancing customer satisfaction, providing world class service, consistently meeting and exceeding goals. Adept at utilizing Microsoft 365(Office Suite) to document interactions, fostering loyalty, and streamlining support processes for improved, efficient problem solving.
Overview
10
10
years of professional experience
Work History
Customer Experience Specialist
Delta Air Lines
05.2022 - 07.2025
- Utilized phone, chat, email platforms, and search engines to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Built rapport with customers by consistently delivering world class service, fostering long-term loyalty.
- Streamlined customer support processes for increased efficiency and faster resolution times. First contact resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Documented customer interactions in internal database to maintain customer service history details.
- Implemented strategies to reduce average call handling time, increasing productivity and customer satisfaction.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Enhanced customer loyalty by promptly resolving complaints and ensuring positive brand experience.
- Developed highly empathetic client relationships and consistently met and exceeded service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted world class experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Process payments, issue tickets, change, and reissue tickets. Resolve complicated ticketing issues
- Utilize Microsoft 365(Office Suite)
Hairstylist
Floyds 99 Barbershop
05.2015 - 03.2020
- Consistently maintained cleanliness of the shop, ensuring a safe and welcoming environment for clients.
- Built a loyal clientele through exceptional customer service and attention to detail in styling techniques.
- Processed payments, entered sales, and client information in POS
- Enhanced client satisfaction by providing personalized haircuts, barber services, styling, and color services.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Conducted thorough consultations with each client before beginning any service, ensuring clear communication regarding desired outcomes.
- Educated customers on products to maximize benefits.
- Increased salon revenue by upselling products and additional treatments during appointments.
- Provided exceptional customer service, ensuring client satisfaction and repeat business.
- Assisted in training new stylists, sharing knowledge and ensuring high standards of service.
- Attended hair shows, classes and seminars to stay up-to-date on latest trends.
Education
Associate Of Applied Business - Business Administration And Management
Normandale Community College
Minneapolis, MNAssociate of Applied Science - Culinary Arts And Hospitality Management
Art Institute Minnesota
05-2014
Cosmetology License - Cosmetology
Scot Lewis School of Cosmetology
Minneapolis, MN02-2001
Skills
- Understand and empathize customer needs
- Product knowledge/Educate customers
- Document and records management
- Customer data confidentiality
- First contact resolution
- Calm and professional under pressure
- Remote availability
- Active listener
- Critical thinking
- Call center experience
- Microsoft Office Suite
- Customer service oriented
- Data entry
- Google Suite
Timeline
Customer Experience Specialist
Delta Air Lines
05.2022 - 07.2025
Hairstylist
Floyds 99 Barbershop
05.2015 - 03.2020
Associate Of Applied Business - Business Administration And Management
Normandale Community College
Associate of Applied Science - Culinary Arts And Hospitality Management
Art Institute Minnesota
Cosmetology License - Cosmetology
Scot Lewis School of Cosmetology
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