Selina Matthews
College Park
Summary
Seasoned professional with a proven track record in call center operations and customer service, notably with Delta Air Lines, Inc. Excelled in conflict resolution and critical thinking, enhancing customer satisfaction and operational efficiency. Demonstrated leadership in team supervision and adept in multitasking, ensuring seamless cargo and emergency dispatch services.
Overview
10
10
years of professional experience
Work History
Cargo Call Center Agent
Delta Air Lines, Inc
Atlanta
10.2022 - Current
- Calculate shipping costs based on cargo weight, destination, and other factors, providing price quotes to customers.
- Investigate and resolve customer issues related to delays, damaged goods, incorrect documentation, or other shipping problems via telephone and email.
- Answering a high volume of incoming calls and emails from customers regarding cargo shipments, providing information about delivery schedules, and tracking numbers.
- Engage in conversation with customers to understand their needs, resolve issues, and answer product questions.
- Collaborate with freight forwarders, airlines, customs brokers, and warehouse personnel to facilitate smooth cargo movement.
EMS Dispatcher Non-Emergency
Grady Health System
Union City
01.2021 - Current
- To facilitate nonemergency transportation to and from the Grady Health System facilities for senior citizens, medical patients with on going care, dialysis and radiation therapy patients to provide health care maintenance in an effort to decrease emergency transports.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Answered calls from automatic routing system and took basic information from callers.
Office Manager/Non-Emergency Dispatcher
Freedom EMS
Stockbridge
08.2020 - 08.2022
- Operate radio communication equipment to monitor the field operations of EMS units and personnel. Monitor ambulance crew status and locations throughout the shift.
- Provide customer service to both sending and receiving clinics and facilities, as required, to ensure the smooth and scheduled transport of patients between facilities and home.
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Conducted safety training programs to demonstrate use of safety equipment.
Customer Service Agent
Southwest Airlines
Baltimore
03.2018 - 12.2018
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Verified passenger identification documents prior to boarding flights.
- Monitored flight departures and arrivals times and updated customers accordingly.
- Maintained up-to-date knowledge of airline policies regarding fares, schedules, special offers, and other services offered by the airline.
- Use computers to assist customers with seat availability, make gate announcements regarding the boarding process, flight status, checking and handling baggage, managing, and initiating the boarding process.
Court Security Officer
State of Delaware Family Court
Wilmington
07.2015 - 05.2017
- Enforces courtroom and court facility policies and procedures relative to safety, security and orderliness using defensive tactics and devices such as subduing individuals disturbing court proceedings, handcuffing and using chemical propellants.
- Assesses potentially disruptive and violent situations and takes preventative actions; calms volatile situations, responds to emergencies and requests extra security.
- Sets up, operates and maintains various electronic equipment such as paging systems, wireless microphones, audiovisual systems, audio and video recorders, overhead projectors, two way radios, metal detectors and surveillance.
- Screened, controlled and handled evidence and exhibits during court proceedings.
Education
Certificate - Nursing Assistant
Dawn Career Institute
Wilmington, DE2011
Certificate - Medical Assisting
Dawn Career Institute
DE, Wilmington2010
Certification - EKG/Phlebotomy
Keystone College
Drums, PA2007
Skills
- Computer proficiency
- Critical thinking
- Multitasking abilities
- Complaint resolution
- Inbound and outbound calling
- Conflict Resolution
- Cultural awareness
- Flexible and adaptable
- Time management
- Prioritizes safety
- Shipping logistics
- Upselling strategies
- Call center operations
- Interpersonal skills
- Problem solving
- Team supervision
Relocation
Willing to relocate: Anywhere
References
References available upon request.
Timeline
Cargo Call Center Agent
Delta Air Lines, Inc
10.2022 - Current
EMS Dispatcher Non-Emergency
Grady Health System
01.2021 - Current
Office Manager/Non-Emergency Dispatcher
Freedom EMS
08.2020 - 08.2022
Customer Service Agent
Southwest Airlines
03.2018 - 12.2018
Court Security Officer
State of Delaware Family Court
07.2015 - 05.2017
Certificate - Nursing Assistant
Dawn Career Institute
Certificate - Medical Assisting
Dawn Career Institute
Certification - EKG/Phlebotomy
Keystone College