Alicia Harvin
Dacula
Summary
Customer Service Manager skilled in delivering high level service and operational support across various sectors. Adept at managing teams, implementing training programs, and coordinating events to strengthen community relationships. Committed to enhancing customer satisfaction through proactive problem solving and effective communication.
Overview
12
12
years of professional experience
Work History
Customer Service Advocate
Concentrix
Sarasota
09.2025 - Current
Flight Attendant
Delta Air Lines
Atlanta
04.2019 - Current
- Deliver highlevel customer service to hundreds of passengers daily while maintaining strict safety and regulatory compliance.
- Resolve passenger concerns and in. flight conflicts quickly and professionally to ensure positive travel experiences.
- Respond to medical and operational emergencies while coordinating with flight deck and cabin crew.
- Supported smooth operations through clear communication and teamwork, fostering proactive service delivery.
- Demonstrated professionalism and safety focus while managing high-stress service situations effectively.
Administrative Assistant – Volunteer
His Mercy and Grace Inc. (501c3 Nonprofit)
Atlanta
03.2016 - Current
- Provided administrative and operational support to Board of Directors, facilitating effective governance and decision-making for nonprofit organization.
- Coordinated meetings, events, and travel logistics, enhancing communication and collaboration among leadership.
- Assist with program coordination and community outreach activities supporting the organization’s mission.
- Maintain confidential documents, correspondence, and operational records.
- Supported planning of fundraising and corporate events, fostering stronger relationships with donors and community stakeholders.
Ramp Agent
Delta Air Lines
Atlanta
04.2017 - 04.2019
- Coordinated with flight crews and ground teams to facilitate safe and timely aircraft arrivals and departures.
- Operated ground equipment including pushback tractors and conveyor systems.
- Managed loading operations and communicated schedule changes to maintain on-time performance.
- Communicated flight status updates to team members and airport personnel.
Program Manager / Customer Service Team Lead
Tech21
Alpharetta
01.2016 - 04.2019
- Managed customer service team handling client inquiries, service issues, and technical support, enhancing overall service delivery.
- Developed service procedures and training programs that improved response times and customer satisfaction.
- Collaborated with senior leadership to implement strategies that strengthened customer retention and elevated service excellence.
- Led cross functional initiatives to streamline communication between operations, support, and leadership.
- Resolved escalated customer complaints while maintaining long term client relationships.
Customer Support Representative
MarketSource
Alpharetta
01.2015 - 01.2016
- Managed high volume customer inquiries, achieving strong satisfaction metrics.
- Utilized CRM systems to document customer interactions and resolve service issues, enhancing overall customer experience.
- Received multiple "Representative of the Month" recognitions for performance and service quality.
Customer Service Associate
Nordstrom Rack
Buckhead
03.2014 - 01.2016
- Resolved customer concerns and processed transactions, fostering positive relationships and enhancing customer loyalty.
- Delivered customer assistance in fast‑paced retail environment, ensuring service excellence and customer satisfaction.
- Guided customers with product inquiries and selections, helping them make informed purchasing decisions.
- Demonstrated active listening skills when responding to customer questions and complaints.
Education
Bachelor of Arts - Journalism
Georgia State University
Atlanta, GASkills
- Customer Service Leadership
- Team Management & Training
- Nonprofit (501(c)(3)) Administrative Support
- Conflict Resolution
- Customer Experience Improvement
- Operations Coordination
- CRM Systems
- Verbal & Written Communication
Timeline
Customer Service Advocate
Concentrix
09.2025 - Current
Flight Attendant
Delta Air Lines
04.2019 - Current
Ramp Agent
Delta Air Lines
04.2017 - 04.2019
Administrative Assistant – Volunteer
His Mercy and Grace Inc. (501c3 Nonprofit)
03.2016 - Current
Program Manager / Customer Service Team Lead
Tech21
01.2016 - 04.2019
Customer Support Representative
MarketSource
01.2015 - 01.2016
Customer Service Associate
Nordstrom Rack
03.2014 - 01.2016
Bachelor of Arts - Journalism
Georgia State University