Mario Oglesby

• Managed customer interactions through various communication platforms such as phone, email, chat and SMS.
• Developed and implemented customer engagement strategies to increase customer satisfaction.
• Assisted in developing new processes for improving customer engagement effectiveness.

Serve as the primary point of contact for customers regarding airport services and online purchases, requests, and services.
* Manage baggage escalation claims, including delayed/missing luggage, damaged goods, replacements, and reimbursements.

• Provided exceptional customer service, promptly addressing questions and concerns.
• * Maintained meticulous delivery records, ensuring compliance with DOT regulations.
  * Conducted pre-trip vehicle safety inspections and verified cargo accuracy against manifests.
  * Effectively communicated with distribution centers to provide status updates and resolve issues.

• Facilitated communication between merchants, service providers, and clients to ensure seamless service scheduling and documentation.
  * Processed customer service requests in accordance with company policies.
  * Utilized Microsoft Excel and DMS E-Track to track orders, analyze issues, and create service orders for problem resolution.
  * Provided support to technicians for client installations.

• Provided field support to couriers delivering automotive equipment throughout Georgia.
  * Developed new business accounts through B2B outreach and phone calls.
  * Conducted equipment inspections to ensure package integrity.
  * Executed same-day pickup and delivery services within designated time windows using GPS tracking.

• Provided customer service and dispatch support for charter sales.
  * Finalized travel contracts with reserved clients and followed up with potential new clients.
  * Coordinated premium trip requests with local dispatch centers, confirming availability and special service requests.

• Generated $3.5 million in sales over six years, including $650,000 in 2015.
  * Managed over 100 inbound calls daily, responded to emails, and addressed client inquiries for Delta and partner airlines.
  * Created travel packages, processed complaints, performed account maintenance, and offered alternative services.
  * Upsold exclusive product promotions while adhering to FAA/DOT regulations.
  * Received annual training for handling emergency calls under FAA guidelines.