Wallace Greenidge

*** ****** ** ********* **, cell: 718-***-**** ad3b9w@r.postjobfree.com

Customer Service Manager

Retain experience performing listening, analytical, problem solving and decision making dexterity to uncover complex issues, suggesting courses of action and providing superior resolution. Expert at developing and cultivating long-term business and consumer relationships while ensuring high retention success and service as an interface within the public service realm. Demonstrate capabilities to establish governance framework and structure; to align the company with industry best practices, leverage technology, tools and analytics.

Core Qualifications

Compliance/Reporting

Research/Analysis

Contract Negotiations

Employee/Client Relations

Policy/Procedure Integration

Call Escalation

Training/Staff Development

Customer Retention

Quality Assurance

Professional Experience

Delta Airlines, Atlanta G,A July 2007 – Feb 2019

Customer Service Representative

Provide information relevant to; airline schedules, fares, hotels, taxis, departures and re-bookings. Sell tickets, assign seats for passengers and amid board passengers amid a call center environment. I also been In charge of gate and checking at JFK on different time. Did the same duty at Atlanta international airport also. I have been a trainer for the new Snap program for agents at the departure gates for delta airlines. I been a jet bridge trainer. Also been working on the ramp. Scheduler effectively placing agents in areas to work flights knowing the time and departure of each flight.

Accomplishments:

Assure all flight attendants are 100% equipped will any or all tools necessary per expedition.

Effectively handle about 35 calls an hour each lasting about 2 minutes.

Education

Keller Graduate School of Management, New York, NY, Master of Human Resource Management with concentration in Project Management.

DeVry University, New York, NY, Bachelor of Professional Studies, Technical Management

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