Customer Care Specialist

Bonnie Mullins

Atlanta, GA adrztf@r.postjobfree.com 404-***-**** LinkedIn: B. Mullins

CUSTOMER OBSSESED PROFESSIONAL

Seasoned strategic professional who sits at the intersection of balancing the needs of the customer and the business. Solution focused while leading with empathy and authority. Passionate customer experience and engagement enthusiast with a keen understanding of organizational goals and brand awareness. Highly skilled at building key experiences that result in high customer retention and loyalty, while simultaneously reducing costs to the enterprise. Able to interpret policy and leverage first point of contact resolution skills to advocate and solve unanticipated challenges to the customer experience.

EXPERIENCE

Delta Airlines, Inc (Contract Delta Air Lines, Inc.)

Customer Care Specialist, June 2021 to March, 2022

Responsible for responding to customer care complaints and compliments and resolving impacts presented to the overall customer experience of all customer segments

Strives for efficient complaint resolution, leveraging policy and industry partner relationships to define compensation within established guidelines

Demonstrates talent for communicating to customer, cross-functional business units, and external vendors to provide a fair solution that results in retention and return loyalty

Assisted with onboarding and training for returning alumni

Delta Air Lines, Inc, Atlanta, GA

Customer Care Specialist, June 1997 to August 2020

Responsible for responding to customer care complaints and compliments and resolving impacts presented to the overall customer experience of all customer segments

Strives for efficient complaint resolution, leveraging policy and industry partner relationships to define compensation within established guidelines

Demonstrates talent for communicating to customer, cross-functional business units, and external vendors to provide a fair solution that results in retention and return loyalty.

Resolved escalations and policy interpretations for frontline teams related to group product

Utilized Salesforce for case management, review of related customer interactions and shared documents to resolve customer service challenges

Determined compensation allowance for experience impact in accordance with corporate guidelines

Researched customer inquiries to provide best solution, aimed at retention, repeat business, and loyalty

EDUCATION & CERTIFICATIONS

Major – Psychology (Coursework), Spelman College, Atlanta, GA

SKILLS

Microsoft Office 365 (Word, Excel, PowerPoint, Outlook)

Salesforce

Global Distribution Systems

Call Center SaaS systems

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