Customer Service Quality Assurance

Professional Summary:

Dedicated and detail-oriented professional with over 17 years of experience at Delta Air Lines, complemented by a strong academic background in Retail, Fashion Merchandising, and Psychology. Demonstrated excellence in customer service, operations, and interpersonal communication. Passionate about integrating fashion, human behavior, and business principles to create outstanding service experiences. Recently retired and seeking to contribute transferable skills in a dynamic, people-centered environment.

Education

Bachelor of Science in Retail Merchandise Management

Johnson & Wales University – Providence, RI 1996

Associate of Science in Fashion Merchandising

Johnson & Wales University – Providence, RI 1994

Concentration in Psychology

Johnson & Wales University – Providence, RI 1996

Professional Experience

Delta Air Lines, Inc. – Augusta, GA

Customer Service Operations Service Recovery

2007 – 2025 (Retired)

Provided exceptional customer service to domestic and international passengers, ensuring a positive travel experience.

Collaborated with teams across departments to manage logistics, boarding, and service recovery in high-pressure situations.

Ensured strict adherence to FAA safety standards and Delta’s policies.

Recognized for professionalism, reliability, and consistent performance in a fast-paced, customer-facing role.

Achieved 100% Quality Assurance recognition for nine consecutive years.

Certifications & Training

Certified Notary Public – Since 2021

Certified Substitute Teacher – Since 1997; Recertified in 2024

Certified Tax Preparer – Jackson Hewitt, 1999

Recognition: 100% Quality Assurance Award – 9 years

Key Skills

Customer Service & Hospitality

Retail Operations & Merchandising

Cross-Cultural & Interpersonal Communication

Conflict Resolution & Problem Solving

Team Collaboration & Leadership

Organizational & Time Management

Insight into Psychology & Human Behavior

Volunteerism & Community Involvement

Member, Zeta Phi Beta Sorority, Inc.

Joined in 1993 (Undergraduate – Johnson & Wales University)

Active member of the Augusta, GA graduate chapter

Focus: Community service, scholarship, sisterhood, and leadership development.

Vice President, Hillwood Subdivision HOA – Augusta, GA 2020 – Present

Oversee neighborhood initiatives, community improvement projects, and resident relations.

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