Customer Experience Leader with 20+ Years Expertise

PAMELA HATCHETT

Fayetteville, GA ***** ***********.**@*****.*** 678-***-**** linkedin.com/in/pamela-hatchett CUSTOMER EXPERIENCE SPECIALIST

Results-driven Customer Experience Professional with 20+ years of expertise delivering exceptional customer service in high-volume, fast-paced environments. Proven track record in customer retention, conflict resolution, and revenue generation through strategic upselling and cross-selling. Expert in managing complex reservations, group bookings, and multi-channel customer support operations. Skilled in policy interpretation, contract management, and cross-functional collaboration to drive customer satisfaction and brand loyalty. PROFESSIONAL EXPERIENCE

DONATION, INC Atlanta, GA

Customer Engagement Coordinator January 2023 – September 2025 Helped maintain a 98% satisfaction rate during beta launch across early adopter schools and alumni organizations.

• Served as the primary liaison between donors, campaign creators, and platform administrators for DoNation, a peer-to-peer digital fundraising platform supporting K–12 booster clubs, colleges, universities, and NIL collectives.

• Managed all inbound and outbound communications, ensuring rapid response times, accurate issue resolution, and a superior user experience across email, chat, and social channels.

• Collaborated closely with product and engineering teams to identify, document, and escalate platform bugs, usability issues, and feature requests, directly influencing product enhancements that improve donor conversion and campaign success rates.

• Supported onboarding and training of new campaign creators—guiding them through profile setup, compliance requirements, and best practices for maximizing visibility and fundraising outcomes. ALLSOURCE PPS (DELTA AIR LINES, INC) Atlanta, GA

Customer Experience Specialist (Contractor) November 2021 – December 2022 Provided specialized reservations and customer service support during COVID-19 recovery period, managing complex domestic and international travel requirements with precision and care.

• Delivered expert assistance with bookings, ticketing, and itinerary modifications across multiple communication channels

• Provided comprehensive guidance on evolving COVID-19 travel protocols, testing requirements, and destination-specific entry procedures

• Resolved high-priority service disruptions and time-sensitive travel issues while maintaining company excellence standards

• Processed transactions efficiently across multiple systems while ensuring full compliance with airline policies and regulatory guidelines

DELTA AIR LINES, INC Atlanta, GA

Customer Experience Specialist Groups September 2001 – November 2019 Specialized in coordinating group travel bookings for 10+ passengers, delivering customized solutions and premium service for domestic and international itineraries.

• Managed end-to-end group travel experiences for corporate clients, tour operators, charters, and special events

• Created and negotiated group contracts, coordinated fare agreements, and processed name changes and ticketing

• Resolved complex booking challenges under tight deadlines during irregular operations

• Collaborated with internal departments to ensure seamless travel coordination for large parties

• Maintained consistently high customer satisfaction scores through personalized service delivery satisfaction DELTA AIR LINES, INC Atlanta, GA

Customer Experience Specialist Domestic/International Sales August 1997 – September 2001 Delivered comprehensive reservations and customer service support for domestic and international travelers while driving revenue through strategic service offerings.

• Achieved and exceeded performance metrics including First Call Resolution (FCR), customer satisfaction scores, and revenue targets

• Demonstrated expertise in Delta's global fare structures, SkyMiles program, and international travel requirements

• Generated additional revenue through strategic upselling of premium services and ancillary products

• Utilized proprietary reservation systems to research flights, reissue tickets, and resolve complex booking issues

• Collaborated with cross-functional teams including Revenue Integrity, Baggage Service, Global Ticketing Support, and Airport Customer Service

EDUCATION

FLORI

FLORIDA AGRICULTURAL & MECHANICAL UNIVERSITY Tallahassee, FL Bachelor of Science in Retail Management/Business Administration TECHNICAL SKILLS

DLTerm, Microsoft O365, OmniPro, Axis, Ticketing, Delta TravelNet, MyIDTravel

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