Customer Service Quality Assurance

Amber Lanford

*** **** **** 256-***-**** (Cell)

Toney, AL 35773

*********@***.***

EDUCATION:

Business Administration Courses

Wallace State College, Hanceville, Alabama

High School Diploma

American Community School, London, England

WORK EXPERIENCE:

2005 - Present Delta Airlines Huntsville, Alabama

Reservations – General Representative Sales & Service

Responsible for all facets of work associated with handling incoming passenger calls with the

purpose of booking reservations for flights with Delta and its partner airlines or affiliates.

Provides information regarding schedules, fares or reissues, sells air space, and records

transactions by reserving the desired space on the computer agent set. Accurately answers

informational questions to ensure a smooth travel experience. Responsible for serving the

customer in an efficient, courteous and accurate manner while meeting DOT compliance

requirements. Job duties require outbound service recovery calls.

Achievements during this time include participation in the new hiree training program, the

dashboard testing, online discussion activity, plus being a current member of HAC and Huntsville

Spirit Volunteers. Have supported Delta’s commitment to the community by actively supporting

Habitat for Humanity, including being selected for the India build trip. Represented Huntsville in

Atlanta for winning the Avis vendor contest and have won Huntsville's “Got It” contest on two

occasions, which included individual high revenue sales. Characteristics listed on evaluation

assessments include hard working, motivated, organized, and dependable, with great

communication and social skills.

2001 - 2005 A Cut Above/Brite Ideas Huntsville, Alabama

Manager of a landscaping company. Responsible for client’s billing and all financial tracking,

inventory and supplies, and customer service. Responsible for the development of cost-effective

methods of increasing customer base and advertising campaigns. Developed and expanded the

business to include Brite Ideas, a Christmas home décor business. Also responsible for store

presentation, payroll management and daily operational cost control.

2000-2001 Accent Human Resources Huntsville, Alabama

Employed as a shipping clerk responsible for the physical and administrative tasks involved in

shipping, receiving, storing and distribution of materials, parts and supplies, maintaining

inventory control records, loading and unloading materials and products on trucks and trailers.

Also responsible for interfacing with Manufacturing and Quality Assurance to ensure product

standards were met.

1997-1999 O’Charley’s Restaurant Decatur, Alabama

Employed initially for food service and then promoted to the management training program.

Responsible for training and evaluation of new employees to ensure adherence to all restaurant

policies and procedures. Also responsible for assisting management when required with

operational activities such as inventory control, scheduling, sanitation, planning, monitoring food

supplies, and ensuring product quality.

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