Asiyah Ali
Lilburn
Summary
A GTS Subject Matter Expert with three years' experience in airline pricing and fare assessment who is seeking opportunities that promote career advancement within Delta Air Lines. Adept at analyzing intricate data sets and resolving complex ticketing situations with advanced analytical tools such as DLTerm, OmniPro, Deltanet, Travelnet, Knowledge Management and Axis, including tools within Axis such as Fare Tools, and Res Tools, SPILS/Historical PNR Tool, to optimize and match fares and to ensure alignment with historical fares. Expert in understanding fare rules. Demonstrates expertise in working collaboratively with diverse teams to enhance operational efficiency while assisting coworkers as a point of contact when peer assistance was required. Committed to delivering customer-oriented results through strategic revenue optimization and adhering to Delta's policies. Technologically-savvy professional with proven customer service, time management, and multitasking abilities. Attentive to customer needs and ready to break down technical problems to develop effective solutions.
Overview
7
7
years of professional experience
Work History
GLOBAL TICKETING SUPPORT / GTS MESSAGING
Delta Air Lines
01.2024 - Current
- Provide expert assistance to customers dealing with complex ticketing issues through a real-time digital platform, ensuring their concerns are resolved promptly and effectively
- Implement and optimize a robust messaging point of sale system to efficiently manage transactions, inventory, and customer interactions, resulting in streamlined operations and an enhanced purchasing experience
GLOBAL TICKETING SUPPORT / GTS PHONE
Delta Air Lines
03.2023 - 01.2024
- Specializes in supporting frontline specialists and airport agents with manual ticketing reissues, resolving complex ticketing problems, and providing comprehensive expertise
- Possesses extensive knowledge of domestic and international fares, ticketing, manual reissues, and ticket refund requests
- Actively engages with customers to ensure a clear understanding of the refund process, effectively managing expectations and reducing the need for callbacks, while serving as a Subject Matter Expert
- Consistently meets or exceeds key metrics by successfully completing required phone time, showcasing exceptional customer service skills and adept problem-solving abilities
CUSTOMER EXPERIENCE SPECIALIST / PSS
Delta Air Lines
08.2022 - 03.2023
- Professionally handled customer calls with efficiency, courtesy, and accuracy, effectively assessing their needs and providing solutions and information on additional products
- Addressed inquiries about various topics, including schedules, accommodations, procedures, and policies, ensuring customers received accurate and helpful responses
CUSTOMER EXPERIENCE SPECIALIST / SSS
Delta Air Lines
01.2022 - 08.2022
- Proficiently served as a primary interface for customer interactions, specializing in the cultivation of enduring passenger relationships
- Exhibit finesse in addressing sales inquiries and executing service recovery strategies, ensuring passengers receive both comprehensive information and an exceptional service experience, consistently upholding Delta's distinct brand reputation
- Skillfully create memorable interactions during each phone call, leaving a lasting impression by embodying Delta's commitment to exceptional service and ensuring passenger satisfaction
KITCHEN TEAM MEMBER & MANAGER
Chick-fil-A
01.2020 - 08.2022
- Kept abreast of local competition and evolving restaurant industry trends, contributing to the establishment's competitiveness
- Ensured seamless kitchen operations, from meal preparation to delivery, while maintaining rigorous kitchen sanitation standards and proper storage of raw ingredients
- Consistently prepared food items in adherence to recipes, ensuring precision in portioning, cooking, and minimizing waste
- Uphold high food quality standards by verifying proper portion sizes and sustaining a commitment to culinary excellence
FLIGHT ATTENDANT
Endeavor Air
10.2019 - 01.2020
- Provided attentive passenger service, serving meals, beverages, and refreshments, and assisting passengers with care and information
- Ensured passengers' well-being by addressing special requirements like unaccompanied minors, VIP passengers, and those needing wheelchair assistance
- Conducted cabin safety checks and communicated effectively with the Flight Deck
- Demonstrated proficiency in emergency equipment and procedures, maintained cabin cleanliness, and managed inventory of food supplies and safety equipment
- Operated mechanical and safety equipment while adhering to regulations
- Prioritized safety and success by following terminal and aircraft rules and guidelines, while handling various in-flight tasks to enhance safety and passenger satisfaction
PASSENGER SERVICE AGENT
Swissport International
04.2018 - 04.2019
- Efficiently managed pre-boarding procedures, including luggage checks to ensure compliance with federal guidelines and the preparation of necessary documentation for international flights
- Provided comprehensive assistance throughout the passenger journey, particularly for those with special requirements such as unaccompanied minors, VIP passengers, and those needing wheelchair support
- Utilized specialist equipment and airline-specific software to facilitate boarding, address baggage issues, and assist passengers with missing luggage
- Communicated essential flight information, handled passenger reservations, and responded to inquiries via various communication channels
- Demonstrated adaptability in managing various tasks, including dealing with flight delays, flight interruptions, and providing essential information, while also supporting security personnel and guiding passengers to airport facilities
Education
Bachelor of Science - Geomatics Engineering
University of the West Indies
Trinidad01.2017
Advanced Level Certificate - Nine (9) Passes
Hillview College
Trinidad, W.I.01.2012
Ordinary Level Certificate - Seven (7) Passes
St. George's College
Trinidad, W.I.01.2010
Skills
- GTS Subject Matter Expert
- DLTerm
- Service recovery
- Data analysis
- IT ticket documentation
- Training and coaching
- Technical troubleshooting
- Technical solution analysis
- Application support
- OmniPro
- Deltanet
- Travelnet
- Knowledge Management
- Axis
- Fare Tools
- Res Tools such as SPILS/Historical PNR Tool
- Microsoft Office Suite
- Excel
Timeline
GLOBAL TICKETING SUPPORT / GTS MESSAGING
Delta Air Lines
01.2024 - Current
GLOBAL TICKETING SUPPORT / GTS PHONE
Delta Air Lines
03.2023 - 01.2024
CUSTOMER EXPERIENCE SPECIALIST / PSS
Delta Air Lines
08.2022 - 03.2023
CUSTOMER EXPERIENCE SPECIALIST / SSS
Delta Air Lines
01.2022 - 08.2022
KITCHEN TEAM MEMBER & MANAGER
Chick-fil-A
01.2020 - 08.2022
FLIGHT ATTENDANT
Endeavor Air
10.2019 - 01.2020
PASSENGER SERVICE AGENT
Swissport International
04.2018 - 04.2019
Bachelor of Science - Geomatics Engineering
University of the West Indies
Advanced Level Certificate - Nine (9) Passes
Hillview College
Ordinary Level Certificate - Seven (7) Passes
St. George's College
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