Tammy DeMarco

Manages and acts as a liaison between all departments and vendors above and below the wing to ensure a safe, efficient, security conscious customer centric operation. Provides technical expertise, guidance and communication for all aspects of the International Flagship Service Flights. Coordinates departure activities in order to meet of exceed company metrics and dependability. Established a service standard and expectation of excellence by maintaining consistency, technical skills, knowledge as well as cultural sensitivity awareness of each market being served. Handle dissatisfied customers in conjunction with agents as first point of supervisor-customer contact. Garnered unrivaled management/peer loyalty and received countless commendations for quality of work, knowledge and sensitivity. Mentors new IDC candidates.

Assist customers with ticketing and check in while determining and verifying all required documents for travel destination. Meet and dispatch aircraft within or exceeding established times. Provide assistance for distressed passengers with empathy and compassion.

Handled incoming calls from both internal and external customers. Maintained a high level of professionalism when interacting with customers, ensuring positive experiences. Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation. Helped large volume of customers every day with positive attitude and focus on customer satisfaction.