As a Specialist- Sales Operations, I worked within Delta Air Lines’ Global Sales Support (GSS) division to provide innovative sales support services for Delta’s high-valued travel agency partners. The key focus of my work in this division was to cement business relationships established by Delta’s Sales Account Executives and increase customer satisfaction amongst travel agency clients representing $7 billion in revenue.
Delta places a great emphasis on maintaining the highest possible customer satisfaction scores. To ensure customer satisfaction, Delta records 100% of calls and offers post-call surveys for each call. During my time at GSS, I partnered with quality assurance team members to identify trends and internal training opportunities through CRM tools, including Salesforce and ServiceNow. I am most proud of my holistic approach to achieving customer satisfaction. From 2017-2019, GSS’s customer satisfaction scores exceeded 96%.
To better connect Delta’s travel professionals globally, I led the content strategy for the Delta Professional website. I partnered cross-divisionally to expand the Delta Professional site as a one-stop-shop for travel agency customers. The site includes agency resources, product overviews, a policy library, and application to real-time news.
My team identified that launching a chat feature would give Delta a huge advantage in the airline industry based on customer feedback. By October 2019, we successfully launched a chat function through the Delta Professional site. I led the communications plan and internal Sales Associate training for a successful launch. Separately, I launched a revamped intranet site through Salesforce so that Sales Associates could better access policy information to assist agency customers on the phone and via chat.
