Successful in responding to customer issues and other service related problems by rebuilding trust and recovering business using effective and clear decision making abilities.Prepared and developed language to effectively communicate company policies and served as subject matter expert on language that was empathetic and understandable.Served as a Complaint Resolution Official handling correspondence from disabled passengers using guidelines and procedures as mandated by the Department of Transportation and passenger regulatory issues as governed by the Transportation Security Administration and Federal Aviation Administration.Trained as a member of the CARE Team representing and responding on behalf of the airline to family members and/or crash victims or survivors of catastrophic events.Commended for meeting company objectives and exceeding departmental goals by achieving productivity measurements, financial goals and quality assurance standards.

Effectively provided excellent over the phone customer service to passengers attending special meetings, conventions by handling travel related needs and inquiries.Served as trainer/facilitator of Bridging The Gap for general sales agents for Delta Meeting Network Work using appropriate file and contract numbers.Recognized for exceeding productivity standards in call handling.

Responsible for eliminating ticketing challenges for credit card customers that inhibited the timely delivery of flight coupons. Served as trainer/facilitator of new hires to handle the high volume of credit card problems, insufficient mailing addresses and other ticketing barriers.Handled the message center for the Reservations Sales center to ensure the timely delivery of emergency messages for agents and managers

Assisted kindergarten teachers by preparing instructional tools, aids and monitoring behavior to ensure stable learning environment; assisted administration by developing positive initiatives to increase parental involvement; implemented School Store to motivate students and improve morale and assisted in developing programs to create academic excellence by improving student achievement and test scores.

Responsible for responding to local, regional and national media inquiries of crime and criminal activity for the Atlanta Police Department; developed speeches for the Chief of Police and Command Staff; Wrote press releases and organized departmental recognition programs and graduation exercises and other special events/programs.