Theresa Thomas
Stockbridge,GA
Summary
Red Coat Agent experienced in customer service and operational support. Resolved issues promptly and enhanced passenger satisfaction through effective communication and teamwork. Delivered exceptional customer experiences while efficiently managing passenger needs and fostering collaboration within teams.
Overview
1
1
Certification
29
29
years of professional experience
Work History
Red Coat Agent
Delta Air Lines, Inc
Atlanta, Ga
07.2000 - Current
- Delivered exceptional customer service by addressing passenger inquiries and resolving issues promptly.
- Coordinated baggage handling processes to ensure timely delivery to passengers and minimize delays.
- Assisted in implementing new procedures that enhanced operational efficiency and improved overall service quality.
- Mentored junior staff on best practices in customer interaction and problem resolution techniques.
- Streamlined check-in processes, resulting in reduced wait times for passengers during peak travel periods.
Gate Agent
Delta Air Lines, Inc
07.2023 - 12.2023
- Managed gate operations, facilitating smooth boarding and deplaning activities for passengers.
- Coordinated passenger check-in processes, ensuring compliance with airline regulations and procedures.
- Assisted in resolving customer inquiries and issues, enhancing overall passenger satisfaction.
- Monitored flight schedules and communicated updates to passengers and crew members effectively.
- Implemented process improvements that streamlined boarding procedures, reducing delays significantly.
- Trained new staff on operational protocols, improving team efficiency and service quality.
- Collaborated with ground crew to ensure timely aircraft turnaround and adherence to safety standards.
- Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs.
- Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
Airlines Reservations
Delta Air Lines, Inc
Atlanta, Ga
07.2000 - 05.2007
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Airline Ticket Agent
Delta Air Lines, Inc
Atlanta, Ga
05.1997 - 06.2000
- Assisted customers with travel inquiries, providing exceptional service and resolving issues efficiently.
- Processed airline ticket transactions, ensuring accuracy in pricing and customer information.
- Coordinated baggage handling procedures to minimize delays and enhance passenger experience.
- Trained new team members on ticketing systems and customer service protocols, fostering a collaborative environment.
- Ensured data privacy by adhering to strict security protocols while accessing sensitive passenger information.
- Maintained accurate records of ticket sales, refunds, and exchanges using airline software systems.
- Verified passenger documentation to ensure compliance with international travel requirements.
Education
Associate of Science - Phlebotmy
Tacoma Technical College
Tacoma, WAAssociate of Science - Health Administration
Patient Specialist-71G ARMY
San Antonio, TXSkills
- Complaint handling
- Issue resolution
- Building rapport
- Quick thinking
- Customer service
- Teamwork and collaboration
- Strong work ethic
Certification
CPR AED / First Aid
Timeline
Gate Agent
Delta Air Lines, Inc
07.2023 - 12.2023
Red Coat Agent
Delta Air Lines, Inc
07.2000 - Current
Airlines Reservations
Delta Air Lines, Inc
07.2000 - 05.2007
Airline Ticket Agent
Delta Air Lines, Inc
05.1997 - 06.2000
Associate of Science - Phlebotmy
Tacoma Technical College
Associate of Science - Health Administration
Patient Specialist-71G ARMY