Tiffany Daniels
Dover
Summary
Dynamic and results-driven professional with almost 20 years of extensive experience in the airline industry, specializing in station training, hospitality leadership, and connections coordination for domestic and international passengers arriving at Houston. Adept at providing high-touch customer service, leveraging in-depth knowledge of international air, hotel. Seeking a challenging role to utilize my expertise in travel, customer service excellence, and process improvement within a forward-thinking company.
Overview
22
22
years of professional experience
Work History
Trainer/Customer Service/Connections Coordinator
Southwest Airlines
08.2015 - 06.2024
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Collaborated with cross-functional teams to develop strategies for improving internal communication and overall productivity.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Maintained high levels of accuracy in data entry, ensuring all reservation details were correct and uptodate.
- Provided ongoing support to new hires during their transition period, ensuring they felt welcomed and connected to the organization.
- Supported religious leaders in performing various duties.
- Assisted with fundraising activities.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Increased repeat business through personalized interactions and building rapport with customers.
- Conducted thorough ticket verification to maintain airline security standards and prevent fraud incidents.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Produced and shared customer service reports to support management decision-making.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Collaborated with flight crew for seamless coordination of in-flight service and emergency procedures.
- Contributed to airline''s on-time performance record by consistently executing efficient flight operations.
- Developed strong relationships with air traffic control personnel, resulting in smooth navigation and efficient routing.
Trainer Coordinator/Customer Service Agent
Delta Airlines
10.2009 - 08.2015
- Developed new training programs such as online modules, interactive software, language labs and online programs and provided ongoing training to staff.
- Trained and mentored new personnel hired to fulfill various roles.
- Addressed passengers' concerns about delayed and canceled flights and resolved issues.
- Recommended corrective measure to handle customer complaints, decreasing complaints.
- Used various software's to prepare pre-departure and post-departure reports and passenger manifests.
- Used airline computer system to create airline tickets and boarding passes.
- Introduced complex baggage screening system, increasing screening accuracy.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Operated PA system to make announcements regarding flight activity.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
Liability Claims Adjuster
GEICO
02.2014 - 03.2015
- Analyzed information gathered by investigation and report findings and recommendations.
- Reviewed police reports, medical treatment records and physical property damage to determine extent of liability.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Evaluated all evidence with ultimate goal of creating positive outcomes for client's claims.
- Answered customer questions regarding deductibles.
- Directed and coordinated various investigations conducted by field investigation team.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Established productive working relationships with public officials and law enforcement officers.
- Maintained contact with claimants and attorneys to determine treatment status.
- Followed up with insured individuals regarding premium and deductibles payments.
- Negotiated settlement agreements to resolve disputes.
- Prepared documents for managers or legal personnel.
- Verified insurance claims and determined fair amount for settlement.
- Answered questions posed by insured and attorneys.
- Organized, planned, and documented materials for claims.
- Reported to management on customer problems, field conditions, safety issues and policy problems.
- Investigated legal issues pertaining to claims.
- Handled Inbound and Outbound calls from customers and other stakeholders about processes.
Airline Customer Service Agent
American Eagle Airlines
06.2006 - 08.2009
- Addressed passengers' concerns about delayed and canceled flights and resolved issues.
- Recommended corrective measure to handle customer complaints, decreasing complaints.
- Used various software's to prepare pre-departure and post-departure reports and passenger manifests.
- Used airline computer system to create airline tickets and boarding passes.
- Introduced complex baggage screening system, increasing screening accuracy.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Operated PA system to make announcements regarding flight activity.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
Bellsouth Inbound Lead Agent/Auditor/HR Admin
U.S Support Company
08.2004 - 10.2006
- Obtained client information by answering telephone calls.
- Handled and resolved customer complaints
- Provided customer service for Bellsouth inbound and outbound calls per shift by answering questions and providing basic troubleshooting support.
- Organized and coordinated meetings and conference calls with various individuals.
- Assisted callers to achieve organizational goals.
- Informed Reps of policies and procedures.
- Resolved caller issues quickly and thoroughly.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Verified applicant references and employment details.
- Compiled and produced qualified candidates' information for hiring manager review and liaised between parties to coordinate formal, management interviews.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Completed human resource operational requirements by scheduling and assigning employees.
Human Resources Assistant
Super Target
08.2002 - 08.2004
- Filed paperwork, sorted and delivered mail, and maintained office organization.
- Organized new employee orientation schedules for new hires.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Prepared monthly, weekly and daily logs using Microsoft Office Suite.
- Set up orientations and initial training for new employees.
Education
Some College (No Degree) - General Studies
Bossier Parish Community College
Bossier City, LAAssociate of Arts - Multidisciplinary Studies
Houston Community College
Houston, TX05.2020
Skills
- Professional communication (written and verbal)
- Attention to detail
- Possess a strong understanding of the travel industry and travel requirements for domestic and international travel
- Exemplary work ethic
- Teamwork and openness to feedback
- Microsoft Office Suite proficiency
- Administrative support
- Staff education and training
- Group Travel and Booking
- Business, Government and Military Travel and Booking
Timeline
Trainer/Customer Service/Connections Coordinator
Southwest Airlines
08.2015 - 06.2024
Liability Claims Adjuster
GEICO
02.2014 - 03.2015
Trainer Coordinator/Customer Service Agent
Delta Airlines
10.2009 - 08.2015
Airline Customer Service Agent
American Eagle Airlines
06.2006 - 08.2009
Bellsouth Inbound Lead Agent/Auditor/HR Admin
U.S Support Company
08.2004 - 10.2006
Human Resources Assistant
Super Target
08.2002 - 08.2004
Some College (No Degree) - General Studies
Bossier Parish Community College
Associate of Arts - Multidisciplinary Studies
Houston Community College
Similar Profiles
Jenna PriceJenna Price
Flight Attendant at SkyWest Airlines/Southwest AirlinesFlight Attendant at SkyWest Airlines/Southwest Airlines
Van Anh TangVan Anh Tang
Flight Attendant at Southwest AirlinesFlight Attendant at Southwest Airlines
Ruddy Diaz HerreraRuddy Diaz Herrera
Operations Agent at Southwest AirlinesOperations Agent at Southwest Airlines