Ursula Arriola

Delta Airlines Positions Held

JFK Department 125#Customer Experience JV Air France& KLM and Aero Mexico

Specialists Supervisor Reservations dept Redcoat Spanish Desk Atlanta Headquarters Social Media Dept.

JFK Department 125# Customer Experience Delta Gate Agent / Aero Mexico

Adelante BRG

Ambassador Latin& Hispanic Business Resource Group (Atlanta) JFK

Coordinator

RTSM JFK Coordinator

F.I.T Frontline Involvement Team JFK

*Responsibilites

• Customer Experience Specialists effectively listen, duties engage in conversation and build a relationship with customers by answering calls in an efficient, courteous, and accurate manner
• Identifying customer issues quickly and making quality decisions
• Interacting with a diverse global group of customers and colleague's attributes behaviors
• Ability to handle stressful situations, strong computer skills
• Understand and adhere to all Delta and U.S. Department of Transportation (DOT) compliance requirements
• Knowledge of Delta’s procedures policies mentoring and coaching agents deliver the brand
• Trained software acquaintance, DL Term, Axis, SAP, Oscar, and Amadeus
• Sky Priority High Valued work area
• Kept passengers informed by announcing important information about itineraries, flights and luggage.
• Furnished customers with information on routes, gates and terminals to assuage baggage and boarding concerns.
• Assisted passengers with reservations, ticketing and adjustments to itinerary rebooking experience.
• Carried and operated radio or pager to communicate with airport personnel.
• Collected baggage charges and accepted baggage for check-in.
• Upheld uniform and conduct guidelines to maintain professional appearance.
• Keyed passenger information into ticketing reservation system to process boarding passes.
• Lifted or moved passenger luggage onto baggage belts and created bag labels to facilitate proper delivery.
• Protected passengers' baggage from loss, theft and damage through proper handling and oversight.
• Processed reservations and issued travel and hotel vouchers.
• Recruited, trained and guided team members to offer every passenger top-notch service and support.
• Interpreted identification labels and tags to properly route baggage and cargo.
• Oversaw employee work schedules and delegated daily assignments.
• Managed gate, ramp and cabin services for each flight.
• Utilized PA system to announce departures and changes to landings.
• Coordinated with internal resources to process passenger information and dispatch flights on time.
• Liaised with ramp agents to load and unload wheelchairs, strollers and gate-checked bags.
• Assessed passenger's needs and abilities to deploy correct mobility equipment.