DOROTHY J. HARDY3404 Long Meadow CtPearland, TX 77584

(281) 924-9962

hardyj929@gmail.com

Objective:Obtain a position as a team-player in a people-oriented organization where I can maximize my customer- service experience in a challenging environment to achieve the corporate goals.

Summary Highly motivated with excellent time management and problem resolution skills. Able to easily discern new concepts to meet organization goals. Proficient in Microsoft Word, Power Point and Excel.

PROFESSIONAL EXPERIENCE

AMERICAN EXPRESS 2011 – Present

Travel Counselor (Platinum Travel Services)

Delivering extraordinary service to Premium Card Members, in a customer contact center environment, who deserve and expect the ultimate in travel. As a highly skilled and motivated Travel Counselor I act as a consultant, tailoring the products and services to create a unique and memorable vacation experience. I am an extraordinary Travel Counselor who can surpass customer’s expectations by creating travel experiences of a life time. Being accountable and taking ownership of the customer’s experience from beginning to end, and creating innovative ways to resolve issues and concerns to win their loyalty and repeat service for future travel.

BEATRICE MAYES INSTITUTE 2010 - 2011TeacherInstruct 1st, 2nd & 3rd grade Reading curriculum, designing and developing programs to meet the academic, intellectual and social needs of students.

DELTA AIRLINES 1982 – 2008

Customer Service Agent 1993 – 2008Organized reservation and ticketing for passengers boarding assigned flights. Accessed customer needs and explain company policy and procedures to ensure a safe and excellent flight experience.

When flights were oversold, used empathy, strategies, common sense and communication skills to find win/win solutions to satisfy customers.

Using excellent time and people management skills, improved on time take off. Assisted passengers to find lost baggage and worked with them to handle issues and paperwork for

lost or damaged baggage. On a daily basis, reported on baggage problems and on a monthly basis, did a report, outlining the cost

of delivery and reasons for delayed bags.

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Dorothy J. Hardy

Customer Service Agent/Trainer 1994 – 1999In addition to all Customer Service duties, provided Airport Customer Training Service for Delta, Delta Connection and Delta Express to ensure knowledge of standard boarding policies and procedures.

Educated new hires on all facets of work associated with ticketing, baggage services, ramps and gates, resulting in effectively trained agents.

Developed team approach in working with catering, and maintenance to improve on-time performance.

Reservation Sales Agent 1982 – 1993Handled all passenger calls for booking reservations. Answered questions regarding schedules and fares, sold air space and records transactions by reserving the desired space on the computer agent set. Served the customer by giving accurate information in an efficient and courteous manner.

TEXAS SOUTHERN UNIVERSITY 1981 – 1982Dean of Students

Efficiently handled high volumes of phone calls and visitors to the Dean of Students Office, while acting as a liaison between the students/families and professional staff. Answered questions and provided information about the Dean of Students Office. Paperwork was delivered within the office as well as around the Texas Southern University campus. Demonstrate effective listening skills and proactively manage crisis situations.

EDUCATION

BS, Interdisciplinary Studies, Texas Southern University, Houston, TX, 1998

TRAINING

Critical Incident Stress Management Training, 2007Certified (GSC) Ground Security Coordinator, 1996

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Dorothy J. Hardy

REFERENCES

Ray Corkran, Owner-OperatorSonic Corporation

7031 Broadway StreetPearland, Texas 77584

(281) 386 8192

Darrell Crib, SupervisorDelta Airlines

7800 Airport Blvd.Houston, Texas 77061

(713) 640 3859 or (713) 640 3851

Mary Davis, PrincipalRegion 4, Online Instructor

Fields Store Elementary31670 Giboney

Waller, Texas 77484(936) 931 4050

Karen Young, CounselorSilverlake Elementary2550 County Road 90

(713) 436 8000

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