customer service rep/call center Resume

Desired Industry: Customer Service/Technical Support	SpiderID: 28922
Desired Job Location: atlanta, Georgia	Date Posted: 9/30/2009
Type of Position: Full-Time Permanent	Availability Date: immediately
Desired Wage:
	U.S. Work Authorization:
Job Level: Experienced with over 2 years experience	Willing to Travel:
Highest Degree Attained: None	Willing to Relocate:

Objective:
ANITA JOYCE ROEBUCK
5448 Park Place South  College Park, Georgia 30349  (770) 907-4239 home  (770) 316-6005 cell
 anitaroebuck@bellsouth.net

Professional
Objective Highly motivated, success driven professional seeking to become affiliated with a dynamic organization in a Call Center position including Supervisor or Customer Service Representative.

Qualification
Summary  Offering a comprehensive and diverse background of top performance including corporate experience, training and achievements in customer service, public relations, sales/marketing, training implementation, security & safety procedures, money management, quality control and implementing corporate policies and procedures.
 Team player who works closely with co-workers and management to achieve targeted objectives.
 Skilled in identifying issues, resolving problems and providing direction.
 Recipient of numerous commendations during career with Delta Airlines for outstanding passenger services.
 Strengths include excellent leadership, organizational and multi-tasking abilities.
 Consistently received outstanding performance evaluations in all positions held.
– Basic computer skills.

Professional
Experience

DELTA AIRLINES, Atlanta, Georgia (July 1987 – Sept 2008)
(Promoted through the ranks due to on-going outstanding performance and leadership abilities).
Lead Customer Service Agent, (Aug 2007 – Sept 2008)
• Assigned by management to mentor and develop Agents in all aspects of operational policies and procedures, including quality assurance observations and performance evaluations.
• Ensured proper coverage of services through efficient scheduling and coordination of Agents on assigned shifts.
• Enforced strict compliance with all established safety regulations.
• Collaborated with numerous areas in company on daily basis to ensure operational efficiency and safety including In-flight, Cabin Service, Catering and Airport Coordination Center.

Senior Customer Service Agent, (April 2003 – Aug 2007)
• Provided high quality customer service while assisting both internal and external clients, including extensive problem solving.
• Adhered to strict compliance with company regulations while selling, issuing and reissuing airline tickets.
• Applied leadership skills to anticipate and resolve customer service issues in a timely manner.

Passenger Sales Agent, (Jan 2001 – April 2003)
• Consistently excelled in customer service including baggage service, ticketing and gates.
• Resolved complaints associated with baggage issues in a timely and efficient manner.
• Acted as liaison between management and other Delta departments.
• Served as #1 person in charge during Supervisor’s absence, with decision-making authority.
• Enforced all phases of 12 customer commitment process including clarification for both internal and external customers.
• Utilized organizational and problem solving abilities to ensure on-time departure of all flights.
• Co-facilitated passenger service class and developed and facilitated the same in 2002.
Passenger Service Coordinator, (Dec 2000 – Jan 2001)
• Promoted to this Coordinator position due to outstanding performance and leadership abilities.
• Consistently provided hassle-free travel for Delta’s premium passengers.
• Anticipated problems and implemented resolutions in a timely and efficient manner.

ANITA JOYCE ROEBUCK Page 2

Professional
Experience
(continued) DELTA AIRLINES (July 1987 – Sept 2008) -CONTINUED
Senior Customer Service Agent/Ticketing, (Jan 1998 – Dec 2000)
• Promoted to this senior Customer Service position due to outstanding performance and leadership skills.
• Excelled in customer satisfaction while servicing both internal and external clients including selling, issuing and reissuing tickets.
• Developed and facilitated ticketing and reissue training course.
Sales Support Center Representative, (Feb 1994 – July 1997)
• Served as troubleshooter for field sales by providing service to system accounts, including extensive problem solving.
• Initiated sound and prompt decisions on non-routine sales service issues from travel agency community, corporate travel managers and field Sales Representatives.
• Assisted with corporate sales agreements, negotiated special fares, reduced travel rates and waitlist requests.
• Negotiated contracts for meetings consisting of 10+ passengers traveling from various parts of the U.S. to single meeting site, while working in Delta Meeting Network Center.
City Ticket Office Agent - Atlanta, (May 1990 – Feb 1994)
• Excelled in customer service and problem solving while maintaining self-sufficient, self-managed office.
• Ensured implementation of maximum security procedures for all Delta property.
Reservations/Sales Agent, (June 1988 – May 1990)
• Promoted from Clerk Typist to Reservations/Sales Agent due to outstanding performance.
• Booked domestic reservations and created & updated ready records.
Consumer Affairs – Clerk Typist, ( July 1987– June 1988)
• Completed all duties in a timely and accurate manner.

Education Bryman School of Medicine
Certificate in Medical Assisting.

Professional
Development
Training Ground Security Coordinator, (2001).
Safety Training, (2001).
Baggage Service, (2000).
Cultural Awareness, (2000).
Conflict Resolution, (2000).
Delta Meeting Network, (1993).
Customer Service Reservation, (1991).
CTO Ticketing, (1990).
Reservations Sales, (1988).

Affiliations Past member of Airport Chamber of Commerce.

Personal Salary negotiable.
Willing to relocate or travel.
Available immediately.

References Excellent personal and professional references will be provided on request.

Candidate Contact Information:

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