Anglise Gillyard
Murfreesboro
Summary
Dynamic professional with a proven track record at Delta, enhancing customer satisfaction through exceptional service and effective problem-solving. Skilled in conflict resolution and public speaking, I've led team members to exceed performance metrics while fostering a positive workplace culture. Expert in customer care, my approach combines strategic communication with a focus on achievements, setting new standards in operational excellence.
Overview
22
22
years of professional experience
Work History
AIC - Ticket/Gate Agent
Delta
Nashville
07.2022 - Current
- Enhanced customer satisfaction ratings by effectively and swiftly resolving issues.
- Managed customer expectations in a professional manner during peak travel times.
- Delivered outstanding service by interacting with customers, answering customer inquiries and handling customer complaints.
- Assisted with customer inquiries regarding flight information, baggage policies, and seating arrangements.
- Researched alternate routes for passengers if their original itinerary was cancelled or delayed.
- Ensured compliance with airline regulations and procedures related to ticketing, check-in, boarding, and disembarkation of passengers.
- Certified as an GSC and CRO
SUPERVISOR
Spirit Airlines Inc/Unifi Services
MSP/DTW/BNA
11.2016 - 07.2022
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Facilitated training sessions for new employees on company policies and procedures.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Maintain as an OPS Agent, BSO, GSC and CRO
MANAGER/PIT BOSS
Greektown Casino
Detroit
04.2003 - 07.2016
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Conducted performance reviews for team members.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Created monthly reports for senior management summarizing operational performance metrics.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Education
Bachelor of Science - Athletic Training
Eastern Michigan University
Ypsilanti, MI12-2016
Skills
- Problem-solving skills
- Customer service and care
- Ensuring customer satisfaction
- Public speaking
- Conflict resolution
- Customer complaint resolution
- Strong communication
- Multi-tasking
References
References available upon request.
Timeline
AIC - Ticket/Gate Agent
Delta
07.2022 - Current
SUPERVISOR
Spirit Airlines Inc/Unifi Services
11.2016 - 07.2022
MANAGER/PIT BOSS
Greektown Casino
04.2003 - 07.2016
Bachelor of Science - Athletic Training
Eastern Michigan University