Assisting internal and external customer with fare inquires and policies. Back up desk for corporate desk,skymiles,international rates and reissues,online bookings,military and govt desk,travel agents and group desk, making waivers and exceptions. Showing customers that their business is important to Delta,listening and finding a resolution to satisfy both the passenger and the company.

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	(Confidential)	9/1996 - Present

SCHOOL	MAJOR	YEAR	DEGREE
Jonesboro High	General Courses	1977	High School/GED Degree

Highlights:

When I get the call, it's usually a passanger that has become irate, for whatever reason, and ask for a manager. After calming the passenger down, I let them know I hear what they are saying, and I empathize with their situation and do something about it. By the time the call ends,the customer sometimes wants to talk to someone else to give me a compliment.

Companies I like:

Coca Cola, any job with the government

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• customer service

Having a passenger call irate,feeling the agent doesn't care about their personal problems, I am able to waive a change fee, or overbook flights, as long as Delta isn't in the negative. Listening and understanding. Empathize! Keeping the passenger with Delta by sending travel vouchers, instead of letting them go to another airline. Then, when the call ends, the passenger has a complete turn around, has become civil and wants to now give a compliment.