Svetlana Gacinovic
Lynn,MA
Summary
Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting work assignments and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.
Adept at coordinating schedules and field personnel to provide efficient customer Service.
Overview
32
32
years of professional experience
Work History
RTSM Dispatcher/Agent
Delta Air Lines,inc
Boston, MA
11.2015 - Current
- .
- Evaluated and adjusted staff based on daily needs, available workers, traffic flow and weather conditions.
- Implemented schedule and staff changes and collaborated with management to formulate new policies, procedures and goals.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Responded to daily caller requests with information about assistance and timeframes.
- Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
- Facilitated communications between management and field personnel to answer questions or resolve concerns.
Front Line Customer Representative/Red Coat Lead
Northwest Airlines/Delta Air Lines
Boston, MA
04.1990 - 11.2015
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.Documented conversations with customers to track requests, problems and solutions.Reviewed customer account information to determine current issues and potential solutions.Shared detailed information regarding options to help customers make decisions.Managed needs of traveling customers in busy airport environment alongside team of collegues customer relations professionals.De-escalated problematic customer concerns, maintaining calm, friendly demeanor.Trained new employees on procedures and policies to maximize team performance.Supported operational improvements and resolution of problems to deliver top-notch customer service.Exceeded company productivity standards on consistent basis.
Education
Associate of Arts - Fine Arts
Nyckelvik School of Fine Arts
Skills
- Dispatching field personnel
- Prioritizing calls
- Verifying coverage
- Excellent Communication
- Analytical and Critical Thinking
Languages
English
Native or Bilingual
Serbian
Native or Bilingual
Swedish
Native or Bilingual
Timeline
RTSM Dispatcher/Agent
Delta Air Lines,inc
11.2015 - Current
Front Line Customer Representative/Red Coat Lead
Northwest Airlines/Delta Air Lines
04.1990 - 11.2015
Associate of Arts - Fine Arts
Nyckelvik School of Fine Arts
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