Fianna Gangl
Hibbing,Minnesota
Summary
Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic, adaptable style and insightful approach. Organized and attentive to detail with an aptitude for idea generation and training document creation and implementation.
Overview
21
21
years of professional experience
7
7
years of post-secondary education
Work History
Customer Experience Supervisor
DELTA AIR LINES
Chisholm, MN
01.2017 - Current
- Expert communicator
- Provide conflict resolution, innovative solutions, and direct support to front line customer experience agents
- Seek balance between customer desire for recompense and business needs
- Supply information and support to maintain both local and federal regulations and policy management
- Offer suggestions and resolution options to partner with both frontline agents and customers directly for excellent, customer driven experiences
- Make and support independent decisions
- Research complex issues to supply accurate and complete information and implementation
- Provide leadership and expertise in both communication and sales techniques to inbound front line agents as needed
- Knowledgeable service practices
- Advise on and implement Federal DOT and corporate regulations and policies
- Assist all passengers with one-stop-shop mentality
- Applied strong leadership talents and problem-solving skills.
- Maintained compliance with company policies, objectives and communication goals.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes for follow up to achieve resolution.
PREMIUM SALES AND SERVICE SPECIALIST
DELTA AIR LINES
Chisholm, MN
01.2010 - 01.2017
- Provide expert service and sales assistance to Delta Medallion passengers maintaining highest levels of customer satisfaction and recognition
- Aid with all aspects of customer travel planning including planning, ticketing, reissuing, and cancelling reservations
- Maintain customer confidence in protection of all levels of information
- Maintain Delta standards of sales and service according to policy and procedure while personalizing every experience.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated customers on current promotions, upgrades or new offerings available.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Unemployment Insurance Specialist
MN Department of Employment and Economic Development
Saint Paul, MN
01.2003 - 10.2008
- Collaborated with team members to achieve target results.
- Maintained energy and enthusiasm in fast-paced environment.
- Developed and maintained courteous and effective working relationships across multiple governmental agencies.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Conducted research, gathered information from multiple sources and presented results to determine unemployment eligibility.
- Offered friendly and efficient service to businesses, agencies, and customers, handled challenging situations with ease.
- Drove operational improvements which resulted in savings and improved profit margins.
- Resolved problems, improved operations and provided exceptional service.
Corporate Trainer
Providian Fiancial
San Antonio, TX
05.2000 - 01.2003
- Collected information about company objectives and employee challenges in order to assess training needs.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Coordinated corporate leadership to identify training and development opportunities to improve safety and optimize performance.
- Authored, updated and implemented training procedures.
- Developed and responded to incoming and outgoing correspondence.
- Developed effective training manuals, modules and teaching aids.
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Collaborated with management to identify company training needs and scheduling.
Education
Associate of Arts - Psychology
MNSCU METROPOLITAN STATE UNIVERSITY
Saint Paul, MN 01.2005 - 06.2007
Bachelor of Arts - Psychology
MNSCU METROPOLITAN STATE UNIVERSITY
Saint Paul, MN 01.2017 - 05.2021
Skills
Interpersonal Communication
Problem-Solving
Flexible and Adaptable
Creative problem solving
Staff education and training
Analytical and critical thinking
Timeline
Bachelor of Arts - Psychology
MNSCU METROPOLITAN STATE UNIVERSITY
01.2017 - 05.2021
Customer Experience Supervisor
DELTA AIR LINES
01.2017 - Current
PREMIUM SALES AND SERVICE SPECIALIST
DELTA AIR LINES
01.2010 - 01.2017
Associate of Arts - Psychology
MNSCU METROPOLITAN STATE UNIVERSITY
01.2005 - 06.2007
Unemployment Insurance Specialist
MN Department of Employment and Economic Development
01.2003 - 10.2008
Corporate Trainer
Providian Fiancial
05.2000 - 01.2003