Pamela Knight

Customer Service Specialist/ Claim Adjustment

adybqi@r.postjobfree.com • 404-***-****

LinkedIn URL • Stockbridge, GA

Certified Multi-state Insurance Adjuster with extensive experience providing outstanding service and building customer loyalty. Proficient in assessing and evaluating auto and casualty/property claims for resolution. Strong knowledge of state- specific regulations and insurance industry practices. Demonstrated ability to effectively investigate, evaluate, and settle claims, ensuring timely and fair resolutions. Skilled in handling inquiries, bookings, modifications, and ticketing for domestic/international travel. Expert in resolving customer concerns while maintaining compliance with industry regulations. Areas of Expertise

Customer Relationship Management

Complaint Handling & Resolution

Traveler Security & Safety

Claims Processing & Adjudication

Fraud Detection & Prevention

Corporate Travel Budgeting

Process Improvement

Travel Expense Management

Vendor Negotiation

Professional Experience

Delta Airlines, Hapeville, GA 2007 – Present

Premium Sales & Services Representative, 2017 – Present Deliver prompt and courteous service to high-value customers, General SkyMiles members, and their travel agents, meeting and exceeding customer satisfaction. Lead ticketing and reservation requests for premium customers, including booking, changes, and cancellations while ensuring accuracy and compliance with company policies/procedures. Collaborate with cross-functional teams, such as flight attendants, gate agents, and baggage services, to ensure a seamless and enjoyable travel experience for premium customers. Address and resolve customer concerns, complaints, and issues promptly. Educate premium passengers about benefits and features of airline's loyalty program, assisting with enrollment, managing membership accounts, and addressing inquiries regarding program rules/rewards.

● Promoted and sold premium services, upgrades, and additional travel-related products to enhance customer experiences and increase revenue.

● Recognized member of Chairman Club for exceptional performance, driving sales and customer service.

● Received consistent positive feedback from highly valued Delta customers for outstanding service and support.

● Selected to join the Summit Club for nine consecutive years, demonstrating consistent excellence in sales and customer service performance.

Sales & Services Representative, 2007 – 2017

Delivered exceptional customer service to both internal specialists and SkyMiles members. Respond to inquiries promptly, professionally, and with a focus on resolving issues to enhance customer satisfaction. Prioritized and managed incoming inquiries and requests to ensure efficient and timely responses. Prepared reports and provided insights to management regarding trends, recurring issues, and opportunities for improvement.

● Identified and mitigated complex issues related to SkyMiles accounts, promotions, partners, and American Express.

● Collaborated with revenue protection unit and marketing teams to identify fraudulent activity on SkyMiles accounts.

● Achieved annual sales exceeding one million dollars, consistently ranking as a top seller.

● Played a pivotal role in implementation and expansion of work-from-home program for reservation agents at Delta Airlines, contributing to program's success, growing to over 4,000 work-at-home agents. Education

Certificate of Administration, Branell, College, Location Licenses & Certifications

Insurance Adjuster Licenses/Certificates, GA, FL, AL, MS, TX, LA

RS Thomas Auto

RS Thomas Casualty/Property

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