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Customer Service Sales Representative

Conyers, GA, 30094
September 29, 2023

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Nicole L Burrell

** ****** *****

Covington, GA *0016

404-***-**** (cell)


Seeking a position with additional responsibility that will allow my experience and education to contribute to the success of our company.


University of Pittsburgh

B.S. Psychology, 1993

Professional Experience

Delta Air Lines – Atlanta, GA

Global Ticketing Support, 2008-Present

Provide assistance to internal Reservation Sales and ACS agents with complex domestic and international fare rule interpretation, ticketing, and manual reissues.

Assist external customers with booking SkyTeam around-the-world itineraries involving up to 16 segments.

Selected to be on the Axis Piloteer team to test the new Reservations system on a day-to-day basis, offer suggestions, and report issues that need to be fixed

Delta Air Lines – Atlanta, GA

Customer Service Desk, 2006-2008

Escalation point for Reservation Sales agents – provide technical support, process refunds, reissue tickets, interpret policies/procedures, and document agent compliments or complaints.

Trained in complaint resolutions and empowered to negotiate exceptions for passengers in extreme situations to achieve a win-win solution.

Receive transfers from front-line agents with customers wishing to speak with a supervisor- utilizing tools such as First Call Resolution.

Delta Air Lines – Atlanta, GA

Group Sales and Service Center, 2000-2006

Negotiate domestic and international fares for parties of 10 or more as a frontline Group Sales Agent.

Negotiate meeting and convention agreements hosted by corporations and associations on the Delta Meeting Network Desk.

Provide special handling for Incentive House Agencies, directly responsible for their domestic and international group business from start to finish on the Incentive House Desk.

As a part of the Customer Service Desk - provide a point of escalation for Group Sales agents, technical support, process refunds, document agent compliments and complaints, and also trained to process international fare appeals for travel agencies.

Delta Air Lines – Atlanta, GA

Reservations Sales Agent, 1997– 2000

Provides support for external customers, check fares, book flights, handle general Skymiles requests.

Delta Staffing – Atlanta, GA

Cargo Accounting (temporary), 1995-1997

Keep an accurate record for all Delta Air Lines cargo accounts, and at the end of the month complete a monthly report and send a request for payment to the shipper’s credit card company.

Atlantic Southeast Video – Duluth, GA

Video Sales representative, 1993-1995

Cold calling to small video stores to sell the latest ‘A’ rated and ‘B’ rated videos.

Created a customer base of over 500 stores for future video sales.

Top video sales representative within 6 months.


Microsoft Office (Word, Excel, PowerPoint)

Computer Reservations Systems (CMS, Axis, DL Term, WorldSpan, Amadeus, Apollo, Sabre)

Excellent and effective leadership and interpersonal skills, as well as oral and written communications.

Ability to communicate with people at all levels.

Diverse experience and education in customer service, sales, data entry, marketing, data gathering, analysis, and report implementation and coordination.

*References Available upon request.

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