Julian Duncan
Mississauga,ON
Summary
Proven track record at Delta Air Lines, enhancing customer satisfaction and operational efficiency. Excelled in conflict resolution and team leadership, demonstrating a strong work ethic and professionalism. Skilled in MS Office. Motivated team leader with over ten years of hands on experience leading teams and delivering results.
Overview
15
15
years of professional experience
Work History
Temporary Red Coat
Delta Air Lines
04.2024 - Current
- Delivering our Brand Beliefs of Welcoming, Elevated and Caring Service
- Lead Team members to support or station goals for safety, operational excellence and provide outstanding Customer Service.
- Assist passengers with disabilities (CRO Trained)
- Trained to resolve issues related to department of transportation, disability regulations.
- Conflict resolution and problem solving for customers and team members.
- Responsible for scheduling of staff to all inbound and outgoing flights.
- Answering passengers queries about inbound and outbound flights
- Support the management team with any other duties as required ( Gen Dec and landing rights) for Ferry flights needed at USCBP
- Ensure uniform compliance if followed
- Mentoring to new hires and provide continuous improvement training for staff as required.
- Provide support and guidance the team
- Complete Administrative task at the end of each shift. shift reports involving staff members or passengers and flight delays.
Airline Customer Service Agent
Delta Air Lines
05.2010 - Current
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Rebooking and reissuing of tickets using Delta Term and Snapp.
Subrogation Claims Representative
Canada Bonded Attorney
06.2009 - 07.2014
- Implemented cost-saving measures throughout the claims process without sacrificing quality or customer service standards.
- Enhanced customer satisfaction by providing timely updates on the status of their subrogation claims.
- Streamlined communication with claimants, insurance adjusters, and attorneys for more efficient case management.
- Demonstrated professionalism when handling sensitive information during conversations with various stakeholders, ensuring confidentiality and adherence to privacy guidelines.
- Managed a high volume of complex cases, demonstrating adaptability and excellent time-management skills.
- Identified potential fraud indicators during claim investigations, taking appropriate action to protect company interests while adhering to legal guidelines.
- Work closely with banks and credit card companies to negotiate and seek reimbursement for accident claims.
Education
Diploma - Received High School Diploma (OSSD
Meadowvale Secondary School
Mississauga, ONDiploma - Travel And Tourism
Sheridan College
Oakville, ONSkills
- Strong Work Ethic
- Highly motivated with a desire to be sucessful
- Complaint Handling
- Professionalism and Poise
- Building rapport
- Computer literate, MS Word, Word processing, Excel, outlook
Accomplishments
Service From The Heart Ambassador (Bringing it Home) 2017
- Trained class of 7-10 staff (above and below wing 120 agents
Workshop for customer care and leadership
Bringing out the leader in others
Coaching and bringing out the best in others
Managing your priorities
Giving and receiving constructive feedback
Proactive listening
Additional Information
Accolades
Timeline
Temporary Red Coat
Delta Air Lines
04.2024 - Current
Airline Customer Service Agent
Delta Air Lines
05.2010 - Current
Subrogation Claims Representative
Canada Bonded Attorney
06.2009 - 07.2014
Diploma - Received High School Diploma (OSSD
Meadowvale Secondary School
Diploma - Travel And Tourism
Sheridan College
Similar Profiles
Robert SixtaRobert Sixta
First Officer at Delta Air Lines - Endeavor AirFirst Officer at Delta Air Lines - Endeavor Air
Mercadez HazelwoodMercadez Hazelwood
Team Lead, Customer Experience Supervisor at Delta Air LinesTeam Lead, Customer Experience Supervisor at Delta Air Lines
KeAnna RussellKeAnna Russell
Ramp Agent at Delta Air LinesRamp Agent at Delta Air Lines
Carissa YinmedCarissa Yinmed
Agent at Delta Air Lines, IncAgent at Delta Air Lines, Inc
Cassandra MandapCassandra Mandap
Nursing Clinical Student Practical Nurse at Humber River Hospital- Inpatient Surgery UnitNursing Clinical Student Practical Nurse at Humber River Hospital- Inpatient Surgery Unit