Customer Service Training

Cynthia Balraj

**** ******* ***, ******, ** 454**-***-*** 3675(M) abjn2u@r.postjobfree.com

CORPORATE TRAINER

Experienced customer service and training professional who has contributed to increased productivity,

retention and customer/employee satisfaction by delivery of employee training and customer centric

services and support. Core competencies include:

Instructional Delivery Regulatory Compliance Labor Relations

Oral/Written Communication Project/Change Management Fiscal Management

PROFESSIONAL EXPERIENCE

DELTA AIRLINES/NORTHWEST AIRLINES, Dayton, OH 1999 – 12/2009

Instructor, Airport Customer Service (2006 – 12/2009)

Customer Service Agent (2003 2006)

Customer Service Agent (part time) (1999 2003)

CRO and GSC qualified trainer of Northwest, Delta employees and Strategic Partners for up to 40

domestic stations. Earned 2 promotions in 3 years.

Taught courses on subjects including: Customer Service (19 courses), Equipment Service (26

courses), and Station Operations/Load Compliance (4 courses).

o 100 Customer Service new hires trained in 8 months

o 660 Equipment Service new hires trained in 17 months

Participated in special projects, including the integration of NWA, Delta and Strategic Partners at

40 stations, during the ongoing merger.

o 1100 employees trained in new systems and procedures

Selected to provide training for initial roll out of AOP at the Mexico City station, the Regina,

Saskatchewan station, as well as 15 domestic stations.

o 230 employees trained in AOP software during 3 month initial roll out

Assured that all courses and training records met FAA, DOT and OSHA requirements.

Methods of instruction consisted of ICBT, classroom lecture, and hands on instruction.

Participated in the modification of instructional content and processes.

Instructed new hires and incumbents in the usage of 10 computerized systems including:

PARS/AOP, FasTrac/Worldtracer, Cardinal+, LMS/SCEPTRE, SAFETRAC, WORLDFLIGHT, and

FMS.

Participated in ASSIST/CARE Full Scale Emergency Response Exercise in Salt Lake City in

2008. (ASSIST qualified.)

COMAIR AIRLINES, Dayton, OH 1999

Customer Service Agent (Proficient in Deltamatic Software)

Provided customer service in all aspects of the station operation: customer and luggage check in,

ramp operations to include luggage make up and loading, gate operations to include aircraft

boarding and customer handling during irregular operations.

Maintained safe operation and work environment by assuring compliance with overall

customer and employee safety policies and procedures.

Previous experience included position as Sort Supervisor, Ground Operations for Airborne Express in

Wilmington, OH.

EDUCATION

Diploma, Travel and Tourism, RETS Tech Center (1999)

GPA 4.0/4.0 (Diploma earned while working full time.)

Southern State Community College and Xavier University

Courses in Business Management

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