Service Agent Customer

MICHAEL MCINTYRE

Washington, DC *****

Email: adwo5h@r.postjobfree.com Phone: 202-***-****

WORK EXPERIENCE

Lead Customer Service Agent/Red Coat

Delta Air Lines - Washington, DC

March 1999 to Present

- Manage a staff of approximately 30 employees during the daily operation of Delta flight schedules.

- Ensure all positions are staffed and running efficiently.

- Observe adherence to safety standards to ensure compliance with Delta, FAA, and DOT regulations.

- Coach and counsel employees on company standards and expectations. Employ service recovery tools to retain or win back dissatisfied customers.

- Handle all facets of work associated with ticketing and making reservations for passengers, as well as activities necessary to board and deplane passengers, including tagging and lifting baggage to a bag belt.

- Proactively greet customers, assess their needs, and direct them appropriately. Display a positive image of Delta. Keep customers informed while ensuring service delivery. Efficiently coordinate with internal resources while working under pressure and time constraints to dispatch flights on time. Practice safety-conscious behaviors in all operational processes and procedures.

EDUCATION

High School Diploma in General Studies

John Hirschi High School - Wichita Falls, TX

SKILLS

- Microsoft Office

- Computer Operation

- Power BI

- Complaint Resolution Official

- Ground Security Coordinator

- Local Training Administrator

- Local Records Administrator

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