817 -9 0 3-6 712 lin ke d in .c o m /in /jo rd an e-le vyjo rd an ele vy 9 1@ gm ail .c o m S kills S um mary In d ustry L e ad in g C usto m er
R eso lu tio n a n d R ete n tio n S kil ls
T ab le au , M ic ro so ft S uit e a n d
S ale sfo rc e P ro fic ie n t
S erv a n t L e ad ers h ip E xp erie n ce
fo r t e am s o f u p t o 9 0 +
M ult i- M ed ia C om munic atio n
S kil ls
C usto m er E xp erie n ce P ro fe ssio nal J O RD A N E L E V Y
Ed ucatio nal H is to ryB ac h elo r o f A rt s i n M ed ia a n d
C om munic atio n
U niv e rs it y o f t h e W est I n d ie s(U W I) ,
M on a J a m aic a
W ork E xp erie n ce Delt a A ir L in es
20 15 -2 0 24
Fie ld S erv ic e M an ag er| N ove m ber 2 0 22- J a n u ary 2 0 24
I re ce n tly m an ag ed a t e am o f 9 5 f lig ht a tte n d an ts b y b uil d in g a n e ffe ctiv e p erfo rm an ce –
b ase d w ork in g r e la tio n sh ip b etw een le ad ers a n d f lig ht a tte n d an ts t o m ain ta in , e n co u ra g e,
an d f o ste r a c o m mit te d w ork fo rc e . T his w as a c h ie ve d b y is su in g w eekly , a n d m on th ly
c o rre sp on d en ce t o k e ep t h e t e am u p t o d ate w it h a ll e xp ecta tio n s a n d d utie s. D ail y t a sk s
in clu d ed t ra c kin g a n d m otiv a tin g t h e t e am t o m eet o r m ain ta in c o m pan y m etric s,
id en tif y in g , a n d m it ig atin g e m plo ye e is su es a n d c o m pla in ts , a n d a n aly zin g r e p orts t o
id en tif y a re as o f o p portu nit y f o r g ro w th a n d d eve lo p m en t. I a m a ls o r e sp on sib le f o r t h e
p erfo rm an ce -b ase d m an ag em en t o f t h e f lig ht a tte n d an t p op ula tio n o n d ep en d ab il it y ,
sa fe ty , c u sto m er s a tis fa c tio n , in clu d in g r e co g nit io n , c o ac h in g , a n d t h e d eliv e ry o f
n ece ssa ry c o rre ctiv e a c tio n .
B ra n d A dvis o r | J u ly 2 0 21- N ove m ber 2 0 22
M y t a sk s d urin g m y t im e s p en t a s a T eam L e ad , w ere to s e rv a n t- le ad a t e am o f 2 0 -3 0
sp ecia lis ts t h ro u g h c le ar c o m munic atio n , d eve lo p m en t o f s k il ls , a n d c o ac h in g . M y d ail y
t a sk s in clu d ed b ut w ere n ot lim it e d t o im ple m en tin g p la n s a n d c o lla b ora tin g w it h o th er
B ra n d A dvis o rs o n b ra in sto rm in g h ig h-im pac t p ro je cts w hil e d eliv e rin g d ail y p re se n ta tio n s
(v e rb al a n d w rit te n ) a n nou nce m en ts f o r t e am a n d m an ag em en t, p ro vid in g r e al- tim e
su p port t o t e am m em bers w hil e id en tif y in g p ote n tia l is su es a n d d oin g t h e p ro p er
re se arc h t o h an d le e ac h u niq ue s it u atio n b est a n d in te rp re t a g en t m etric s a n d lis te n in g
d ata t o p ro vid e m en to rin g a n d c o ac h in g s u p port t o t e am m em bers .
C usto m er C are S up erv is o r| S ep te m ber 2 0 17 -Ju ly 2 0 21
As a C are S up erv is o r, I m aste re d t h e a rt o f a d ju d ic atin g e sc ala te d c u sto m er s e rv ic e is su es
via p hon e a n d e m ail a n d p ro ce ss c o m pen sa tio n . I c o m munic ate d w it h ir a te c u sto m ers
d ail y a n d c alm ly r e so lv e d t h eir c o m pla in ts , f o cu sin g o n c u sto m er r e te n tio n b y p ro vid in g
an e xc e p tio n al c u sto m er e xp erie n ce w it h e ve ry in te ra c tio n . I a ls o m et a n d m ain ta in ed
m on th ly p ers o n al/ te am q uan tit a tiv e a n d q ualit a tiv e t a rg ets .
C usto m er E xp erie n ce S up erv is o r & O nlin e S up port | M ay 2 0 16 -S ep te m ber 2 0 17
D urin g m y t im e a s a C usto m er E xp erie n ce S up erv is o r I r e so lv e d e sc ala te d c u sto m er
is su es r e g ard in g f lig ht b ookin g , d ela ys a n d c an ce lla tio n s a s w ell a s is su es w it h f r e q uen t
fly e r a c co u nts , s e atin g , lu g gag e, a n d o th er a ir lin e-s p ecif ic in q uir ie s. I a ls o a ssis te d
p asse n g ers w it h t ro u b le sh ootin g t h eir o n lin e is su es a n d a ssis te d b y n avig atin g t h em
th ro u g h o u r w eb sit e s a n d a p ps.
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