Melissa Young
Pensacola,FL
Summary
Proficient customer Service with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Polite and professional Customer Service Agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
Gate Customer Service Agent
Delta Air Lines, Inc
Atlanta, GA
09.2018 - 08.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Contacted customers to return routine and general calls promptly.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
Airport Ramp Agent
Delta Airlines
Atlanta , GA
05.2002 - 09.2018
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over varies daily flights.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Transferred luggage from aircraft to collection areas safely using tug equipment.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Connected electrical power unit and hoses to aircraft.
- Coordinated ground crew activities to complete objectives on schedule.
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
- Performed mathematical functions to interpret aircraft weight and balance loading instructions.
- Operated equipment while observing standard safety procedures.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Strapped items down over protective padding to secure throughout transportation.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Verified documentation and condition of freight to assure quality standards were achieved.
- Shipped material and performed boxing, packing, labeling and preparation of related documents.
- Surrounded items in cling film, padded blankets and tape to protect from damage.
Education
No Degree - Nursing
University of Tennessee At Martin
Martin TnHigh School Diploma -
Fairly High School
Memphis, TN05.1984
Skills
- Order and Refund Processing
- Issue and Complaint Resolution
- Marshalling Aircraft
- Information Updates
- Baggage Handling
- Ticket Changes
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Special Requests
- Understanding Customer Needs
- Seating Arrangements
- Efficient and Detail-Oriented
- Making Announcements
- Needs Assessment
- Dispute Resolution
- Building Customer Trust and Loyalty
- Cargo and Freight
- Excellent Attention to Detail
- Operational Efficiency
- Conceptual Thinking
- Corrective Actions
- Special Assignments
- Agent Support
- Inbound and Outbound Calling
- Passenger Monitoring
- Team-Oriented and Cooperative
Certification
Complimentary letters from passengers
Timeline
Gate Customer Service Agent
Delta Air Lines, Inc
09.2018 - 08.2020
Airport Ramp Agent
Delta Airlines
05.2002 - 09.2018
No Degree - Nursing
University of Tennessee At Martin
High School Diploma -
Fairly High School
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