Darlicia (Leesa) Gray-Williams
Charlotte,NC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Agent
American Airlines
05.2007 - 03.2024
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Streamlined communication processes for improved information exchange between customers and team members.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Enhanced customer satisfaction by efficiently addressing inquiries and resolving issues.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Increased repeat business through personalized interactions and building rapport with customers.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
- Conducted thorough ticket verification to maintain airline security standards and prevent fraud incidents.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
- Contributed to overall revenue growth by promoting ancillary services such as upgrades and additional fees when applicable.
- Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
- Educated passengers on safety protocols throughout their journey, enabling them to feel secure during the flight.
- Adapted communication style based on each individual's needs, providing clear instructions for non-native English speakers or those requiring additional support.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Greeted passengers, assisted with carry-on baggage storage, and delivered onboard announcements.
- Provided a high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout the entire booking cycle.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Produced and shared customer service reports to support management decision-making.
- Provided follow-through on all calls with confirmations and dissemination of requested information.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Managed and closed reservation calls to increase bookings by maintaining a strong knowledge of resort products, services, and facilities.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
Education
Master of Science - Criminal Justice
University of Phoenix
Charlotte, NC05.2017
Bachelor of Science - Criminal Justice
University of Phoenix
Charlotte, NC08.2015
Skills
- Report Preparation
- Data Entry
- Correspondence composition
- Materials Transport
- Call Documentation
- Order Processing
- Customer Service
- Shipping procedures understanding
- Staff Training
- File Management
- Professional telephone demeanor
- Scheduling
- Dispute Resolution
- Travel Planning
- Administrative and Office Support
- Outstanding communication skills
- Information Security
- Data Collection
- Receiving support
- Record preparation
- Empathetic and genuine
- Customer Relationship Management (CRM)
- Complaint Investigation
- Active Listening
- Customer Data Confidentiality
- Call Center Operations
- Process Improvement
- Problem-solving abilities
- Lead Generation
- Staff education and training
- Call center experience
Timeline
Customer Service Agent
American Airlines
05.2007 - 03.2024
Master of Science - Criminal Justice
University of Phoenix
Bachelor of Science - Criminal Justice
University of Phoenix
Similar Profiles
Jilleian K. Sessions-StackhouseJilleian K. Sessions-Stackhouse
Human Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQHuman Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQ
DAVID KOBYLARZDAVID KOBYLARZ
Commercial Airline Pilot at Trans World Airlines(TWA) /American AirlinesCommercial Airline Pilot at Trans World Airlines(TWA) /American Airlines
Michele Dresback TognoMichele Dresback Togno
Flight Attendant at Envoy Airlines Regional For American AirlinesFlight Attendant at Envoy Airlines Regional For American Airlines