Summary
Overview
Work History
Education
Skills
Activities
Accomplishments
Work Availability
Work Preference
Languages
Websites
Interests
Quote
Timeline
OfficeManager
Michelle Dillion

Michelle Dillion

Sales / Customer Service
Cincinnati,OH

Summary

Dedicated Reservation Sales Agent with extensive experience at Delta Air Lines, Inc. Expertise in reservation coordination and analytical problem-solving has led to enhanced customer satisfaction and consistent achievement of performance targets. Proficient in Travelport GDS and upselling techniques, successfully maximizing revenue opportunities while managing high-volume bookings and inquiries. Known for strong communication skills and the ability to adapt to evolving situations, fostering a collaborative team environment.

Overview

29
29
years of professional experience

Work History

Elite Reservation Sales (Retired)

Delta Air Lines, Inc.
Cincinnati, Ohio
01.2014 - 02.2025
  • Coordinated travel arrangements for top-tier Medallion clients as well as high-profile officials and executives.
  • Delivered exceptional customer support by utilizing active listening techniques and strong interpersonal communication skills.
  • Exhibited resourcefulness and originality when handling complex assignments.
  • Managed online booking inquiries and assisted passengers and travel partners with questions throughout the entire booking cycle.
  • Conducted regular reviews of client data to maintain comprehensive and current documentation.
  • Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
  • Enhanced caller experience by building rapport and delivering high-quality support.
  • Upsold additional products or services when appropriate to maximize revenue opportunities for the company.
  • Increased customer bookings by handling reservation inquiries with extensive expertise in airline products.
  • Exceeded targets consistently for performance, service quality and raw reservation numbers.
  • Resolved customer complaints quickly and professionally while maintaining a positive attitude.

Lead Cargo Agent

Delta Air Lines, Inc.
Cincinnati, Ohio
09.2007 - 10.2014
  • Coordinated logistics with shipping and freight companies.
  • Conducted thorough inspections focused on cargo cleanliness and compliance requirements.
  • Managed cargo shipments through advanced computer systems.
  • Organized and managed the transportation of hazardous materials in compliance with safety regulations.
  • Liaised with customers to deliver updates on the status of cargo shipments, clarifying any delays.
  • Utilized cargo handling equipment for efficient loading and unloading.
  • Inspected containers for damage or tampering prior to loading onto aircrafts or ships.
  • Performed troubleshooting activities when issues arise during shipping process.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Service Gate Agent / Lost Baggage

Delta Air Lines, Inc.
Cincinnati, Ohio
08.1996 - 09.2007
  • Welcomed passengers and addressed travel concerns.
  • Delivered exceptional customer support.
  • Developed and executed innovative solutions for challenging issues.
  • Oversee lost and found baggage procedures.
  • Monitored gate area for unauthorized personnel access attempts.
  • Kept abreast of relevant safety announcements issued by the FAA concerning air travel.
  • Communicated important information to passengers regarding delays or cancellations due to weather or mechanical issues.
  • Facilitated communication between airline crew members and ground staff regarding updates on flight status changes.
  • Provided guidance to new employees on standard operating procedures.

Education

High School -

Colerain High School
Cincinnati, Ohio

Skills

  • Strong Verbal Communication
  • Understanding of Airline Regulations
  • Professional Communication Etiquette
  • Analytical Problem-Solving
  • Effective Complaint Resolution
  • Upselling and cross-selling
  • Effective Task Prioritization
  • Reservation Coordination
  • Policy adherence
  • Strong work ethic
  • Travelport GDS
  • Amadeus
  • KANA Email Management
  • CAB Treasure Management
  • Travel planning
  • Schedule maintenance

Activities

  • Travel
  • Dining
  • Baking
  • Cooking

Accomplishments

Power to Rise (2012)

Cargo Carson-Vaughn Award (2014)

Chairmans Club nominee (1998,2002,2010,2022)

Million-Air Club 2015-2019

2 Million-Air Club 2022

3 Million-Air Club 2023

5 Million-Air Club 2024

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Work-life balanceHealthcare benefits401k match

Languages

English
Native language

Interests

DIY

Traveling

Quote

I cannot believe the purpose of life is to be happy. I think the purpose of life is to be useful, to be responsible, to be compassionate. It is, above all, to matter, to count, to stand for something, to have made some difference that you lived at all.
Leo Rosten

Timeline

Elite Reservation Sales (Retired)

Delta Air Lines, Inc.
01.2014 - 02.2025

Lead Cargo Agent

Delta Air Lines, Inc.
09.2007 - 10.2014

Customer Service Gate Agent / Lost Baggage

Delta Air Lines, Inc.
08.1996 - 09.2007

High School -

Colerain High School

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Michelle DillionSales / Customer Service