Joy Simmons Email & Phone Number

Honolulu, Hawaii, United States

Honolulu, Hawaii, United States

• Led and embraced a diverse team of 35 between Delta and Compass• Increased Overall Customer Satisfaction scores by 6% in one year, • Piloted the team to the #1 Sky Club in the West Region for 2022 (Based on Sky Clubs opened for the entire 2022 year)• Implemented multiple activations exclusive to HNL to create experiences for our guests. • Motivated and inspired ambassadors to uphold the Delta safety and service standards• Strong ability to analyze survey data, draw conclusions and implement change• Audited staffing levels to certify labor matrix standards are met• Managed schedule, time-off requests, and shift/vacation bids• Worked with multiple vendors and business partners • Built and maintained strong relationships for my team with employee recognition and celebrating wins

Honolulu, Hawaii, United States

Responsible for checking in all passengers thoroughly, friendly, efficient and with a smile• Utilizes the Deltaterm computer system and provides accurate information to the customer• Guiding customers through the ticketing and reservations process at the airport• Directing them to their gate and helping to ensure their bags meet them when they arrive• Enhance all aspects of the customer’s travel experience• Practicing safety-conscious behaviors in all operational processes and procedures• Independently resolves routine and non-routine customer and non-customer issues• Maintains good poise and patience when assisting the customer• Provides service that focuses on retention and building/deepening relationships

Engaged with and provided top-tier customer service through social media platforms. Working with a broad scope of support, including but not limited to Gen Care, Tech Care, Prepaid, and Financial Care• Created and amplified customer retention and long-term relationships by providing an excellent customer experience• Promoted the T-Mobile brand in various social media campaigns. ie. Super Bowl and T-Mobile Tuesdays• Consistently exceeds departmental goals and business objectives. Top 50% of T-Force• Maintained an NPS of 60 or higher for 80% of the calendar year• Won the #ShoutOutsForDays award by having my name mentioned the most in customer surveys in 2019• Built and executed social media strategies through competitive research, platform, message and audience identification• Maximized customer reach and response by tracking trends through social media management tools• Cross-trained to assist Executive Social Media team who oversees the senior leadership team’s social media handles• Escalated issues to cross-functional business partners as necessary (utilized ZenDesk and SalesForce for escalations)• Focused on brand advocacy, to captivate fan base and draw in new audiences• Worked with cross-divisional teams and utilized Skype, Slack and Microsoft Teams to collaborate• Stayed highly motivated as work was 80% working from home• Proficient in multiple T-Mobile systems and able to work in a fast-paced environment

Master Of Science - Ms, Digital Communication And Media/Multimedia

Bachelor'S Degree, Communications