Catherine Dalton

About Catherine Dalton

As a Customer Care Professional, I am passionate about delivering exceptional customer…

Experience

1. Customer Relations

   American Airlines

   Sep 2018 — Present · Phoenix, AZ, US

   Core Team (September 2018 – February 2020):• Consistently a top performer by exceeding goals of cases assisted on a per hour basis. • Proven talent for handling challenging phone calls by thoughtfully and empathetically connecting with customers to assist with a variety of difficult concerns.• Demonstrated ability to successfully resolve problems with quick and critical thinking. • Completed extensive training to learn and navigate several complex systems required to successfully perform numerous complex job duties.• Recognized by department leadership as the Elevate winner by going above and beyond for providing outstanding customer service on four separate occasions. Elevate / Executive Team (February 2020 to December 2023):• Worked closely with Executive Management to handle high profile and highly sensitive cases.• Providing exceptional customer service to top tier customers through written and verbal communication. • Worked with and developed strong relationships with team members and management throughout the company who collectively worked together to resolve difficult customer concerns.• Regularly attended training and coaching sessions to enhance customer service skills and learn new policies and procedures.Legal Claims Analyst – Domestic Travel (December 2023 – Present):• Assisted Legal team with Small Claims Court Summons and Demands for domestic travel.• Demonstrated exceptional knowledge and understanding of company policies and procedures as well as domestic travel regulations.• Required remarkable analytical skills with outstanding focus on detail and ability to thoroughly research complex concerns using multiple tools.• Meticulous written skills with an emphasis on grammar, punctuation and attention to detail.