Joel Thomas

Process Executive

Sky Miles Account Management (SMAS) for Delta Airlines: Worked for 1.8 years, managing and optimizing customer account services for Delta Airlines’ Sky Miles program.

• Process Executive: Efficiently resolved customer queries and problems, consistently exceeding performance goals.
• Process Trainer: Recognized for exceptional performance and promoted within a year due to demonstrated expertise and leadership.

Key Achievements:

• Process Improvement: Developed and implemented a process improvement plan that enhanced client satisfaction and operational efficiency, benefiting both the client and the company.
• Client Interaction: Managed client interactions effectively, building strong relationships and ensuring high-quality service delivery.
• Training and Development: Certified as a trainer and successfully trained two batches of new employees, resulting in improved understanding and adherence to process standards.
• Operational Efficiency: Streamlined workflows and introduced best practices that improved team productivity and reduced operational costs.
• Team Support: Provided ongoing support and guidance to team members, facilitating smoother operations and better overall team performance.
• Spearheaded organizational development efforts, incorporating macro-level business process enhancements.