Customer Service Flight Attendants

VERNA ANDERSON

**** ********* ***** 770-***-****

College Park, Georgia 30349 **************@*******.*** Professional Summary

Delta AllSource, PPS December 2022-2024 **Contractor** Worked in Initial Qualification Office ( IQO) for Inflight Service (Flight Attendants) and performed many administrative duties to qualify flight attendants. For a six week training we booked training and customer service flights prior to graduation. Making sure the correct information on each flight attendant is correct in the system if needed to be contacted. We set up the Graduation which is the process in completion of training to be fully qualified prior to reporting to their assigned BASE. Delta AllSource March 2020 // August 2021-December 2022 **Contractor** Uniform Stylist Consultant

I suited new hire trainee (Flight Attendants) for professional attire for completion of their training course to prepare for their career coming onboard as an initial qualified Delta Flight Attendant.

Delta Global Service // AllSource January 2015 **Contractor** Delta Air Lines (TechOps Facility) Atlanta

General Clerk II- Data Entry//Audit

I had to possess the ability to handle a fast pace environment, also be flexible of all data entries and office processes/personnel changes and a team player. Technical Operations is a multi-task assignment of paperwork from different departments. Once submitted into the database, the information is audited to properly secure is on hand for FAA approval. Delta Global Services July 2014 -- November 2014 (Contractor) Employee Service Center ( DAL)* Atlanta, GA.

Assist employees (Pilots, Flight Attendants, Airport Customer Service and Ground Employees) with their travel itineraries and making sure polices were enforced when traveling as a nonrevenue. I also assist in navigation for nonrevenue with their listings if they were unable to complete the itinerary or encountered problems. I would also reroute calls to the Delta Benefits Department if needed or if changes were involved with renewal of upcoming benefits for all employees and ensuring accurate information for HR was correct in the data base.

Delta Air Lines, Inc. July 2000 –October 2011

(Logistics) *Retired*

Cargo Customer Service * Atlanta, GA.

I handled all facets of work associated with incoming customer cargo calls, including booking, tracking and tracing cargo. The primary function was to build revenue for Delta Air Lines, by providing information regarding schedules and rates, selling space for cargo, resolving customer problems and tracking and tracing freight and records transaction by using computer programs to access information. I was also responsible for maximizing revenue opportunities for specialty cargo shipments including, but not limited to, human remains shipments and associated passenger travel. The Cargo agent also supports DeltaCargo.com internal and external customers by resolving matters related to content, functional issues and minor technical issues by phone and by email. The agent was also responsible to provide sales and customer service to Delta Cargo customers and favorably portray the airline in all dealings with the public. Delta Air Lines, Inc. February 2005 -- July 2008

Passenger Services * Atlanta, GA

I worked as an Airport Customer Service Agent on the frontline with Delta. I handled all facets of work associated with passengers and those activities necessary to board and deplane passengers. Proactively I greet customers, access their needs, explain Delta's available technology alternatives, and direct them appropriately. I positively impact customers' use of airport technology to ensure a better, faster, and friendlier airport experience for all customers and display a positive image of Delta and keep customers informed while ensuring service delivery. Efficiently coordinates with internal resources while working under pressure and time constraints to dispatch flights on time. Performs a variety of duties according to the functional work area assignment: however, most agents may be cross-utilized and be required to perform all functions. specific functions, task, and department may vary or be added depending upon the location and operational requirements. Subject to rotating shifts and days. Practice safety-conscious behaviors in all operational process and procedures. Delta Air Lines, Inc. March 2004 -- February 2005

Special Ticketing Services * Atlanta, GA.

I provided support for internal customers needing assistance with over the phone reissues and process electronic ticket refund requests and solve prepaid ticket problems for external customers. The position also handles all PTA refunds for all OAL as well as all U.S. and Canadian agencies.

Delta Air Lines, Inc. January 2002- March

2004

Sales Support Center * Atlanta, GA.

My job supported Field Sales Representatives in providing service to system accounts and fielding questions and resolving problems. The job also allowed me to make sound decisions on non-routine sale issues, from the Travel Agency Community, Corporate Travel Managers and Field Service Representatives. I make every effort to resolve all inquiries received to maximize customer service to increase productivity and preserve unique business relationships. I communicate and interact well with all levels of management: District Sales Managers, Field Sales Representatives and other Delta departments to support their sales efforts.

Delta Air Lines, Inc. March 2000 -- January 2002

Online Customer Support * Atlanta

I worked on KANA and was responsible for inbound e-mails. I also answered navigational questions on web site calls and supported web base offers and programs, along with solid computer knowledge with Delta Term. I demonstrated problem solving and procedural working knowledge of Microsoft applications, in addition to handling general and internal sales calls. Delta Air Lines, Inc. May 1998 -- March 2000

SkyMiles Service Center Sales and Rep * Atlanta

I was responsible for handling incoming customer correspondence regarding skymile accounts and responded to customers through phone contact or Customer Response Letter. Additional responsibility include: posting mileage, updating and documenting accounts and processing queues. The job also included working deceased member's accounts to closure with legal documentation. Because of my proficiency of working in Delta Term, it allowed me to move into and expeditor position working on e-mails. With my experience, I was selected for a specialty area, Dupe Accounts, where I monitored accounts with suspected fraud. Delta Air Lines, Inc. November 1997 -- May 1998

Baggage Service Representative

I provided passengers with current information on delayed luggage through World Tracer Tracking System.

Baggage Service Center communicated with local Baggage Service Offices and Baggage Delivery Companies to verify luggage location and delivery with knowledge of Delta Term and World Tracer. I performed satisfactory which allowed me to become a part of the Central improvement Team, within Baggage Service Center. The Central Improvement Team was a specialty area monitoring Delta's delivery time when passengers didn't receive bags upon arrival of final destination

Education

Montclair State University

Sociology//Education

Upper Montclair, NJ

Professional Affiliations

Georgia Public Television Volunteer for Fundraising * Delta Community Partners * Faith Tabernacle

Church Chairperson - Feed the Hungry * Family Assistance Center in 2000 Certification

Communications Certificate * Microsoft Certificate * Broadcast License/FCC/3rd Class

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