Delta Air Lines Sales Help Team
Company: Delta Air Lines, Atlanta, GA
Company Division/Group: Sales Support Center
Company Description: The Delta Air Lines Sales Support Center provides award-winning, differentiated customer service to both its corporate and travel agency partners. Utilizing CRM technology, our Sales Associates work with segmented programs for a truly personalized approach to our customers’ needs. Associates are divided into multiple specialized support desks to make it easier to do business with Delta.
Nomination Category: Sales Awards Team Categories
Nomination Sub Category: Sales Support Team of the Year
Nomination Title: Delta Air Lines Sales Help Team
Tell the story about what this nominated team achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION
The Delta Air Lines Sales Help team is responsible for providing assistance to our sales executives around the world,. As much of our sales team spends the majority of their time meeting with their customers, they depend on our Sales Help team to provide creative solutions and immediate service, including handling escalated issues for Delta’s travelers. Although these requests are often urgent in nature, requiring the Sales Help team to be flexible in their hours and responsibilities, they never fail to do whatever it takes to support Delta’s customers.
Without their support, our field sales team would not be able to produce theresults we have achieved. . The field recognizes their support constantly, and the team receives high praise from sales leaders.
The support provided by our sales help team includes:
1. VIP/High-Touch Services
§ Coordinate special travel arrangements for Delta VIP passengers including celebrities, company executives, and celebrity animals Work with airport station managers to ensure our high-value sales customers and VIPs are taken care of from the time they arrive at the airport until they reach their final destination
§ Engage customers in face-to-face meetings to understand how our support can better meet their needs
2. Globally Expanded Services
§ While the Sales Help desk originally provided support to our North American Sales Team only, its services expanded to include Latin America (service provided in Spanish and Portuguese) and also Asia (service provided in Cantonese and Mandarin)
3. Event Travel Coordination
§ Provides on-site support for customer events annual conferences and industry trade shows
o Available to coordinate last-minute travel changes and assist attendees with any travel needs that arise
§ Book all necessary travel arrangements for Delta Sales events and trade shows, ensuring Delta sales customers are provided with the highest level service when traveling to Delta-sponsored activities
§ Coordinate all travel needs for agency trips, a powerful sales tool used to familiarize Delta’s travel agency partners with Delta products and services, both on the ground and in the air
Provide a brief (up to 125 words) biography about the leader(s) of the nominated team:
Kristen Shovlin, Vice President of Sales Operations - Delta Air Lines.
Kristen has over 25 years of experience at Delta, including roles as Director of Customer Care, Director of Reservations Sales and Services, and Director of Los Angeles Reservations. With experience managing call centers of nearly 1,000 people and serving as an employee and customer advocate, Kristen provides the Sales Support Center's vision. She has transformed the SSC by developing solution-based approaches for our high-value partners that provide personal, differentiated experiences on every call.
Kristen holds a Bachelor of Science degree in Marketing from California State University – Long Beach.