Joel Thomas

Process executive

Sky Miles Account Management (SMAS) for Delta Airlines: Worked for 1.6 years managing and optimizing customer account services for Delta Airlines' Sky Miles program. Effectively resolved customer queries and issues, consistently exceeding performance targets.

• Evaluated ongoing processes for possible enhancements and beneficial changes to best practices.

Process Trainer: Recognized for exceptional performance and became a certified trainer within one year due to demonstrated expertise in process and leadership.

Key achievements:

Process Improvement: Developed and implemented a process improvement plan that increased client satisfaction and operational efficiency, benefiting both client and Team.

Client Interaction: Effectively managed client interactions, building strong relationships and ensuring high quality service.

Training and Development: Certified as a trainer and successfully trained two groups of new hires resulting in improved understanding and adherence to process standards.

Operational efficiency: Streamlined workflows and implementation of best practices that improved team productivity.

Team Support: Provided ongoing support and guidance to team members by handling queries for the process facilitating smoother operations and better overall team performance.

Controlled microphones, sound levels and outputs to produce high-quality tracks for variety of clients.

• Separated instruments, vocals, and peripheral sounds and mixed during post-production stage.
• Provided on-site support at various venues, coordinating with venue staff to ensure smooth execution of live events from an audio perspective.
• Recorded voice over artists and provided best output.