Selina Matthews
Smyrna
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
11
11
years of professional experience
Work History
Customer Service Agent
DELTA AIR LINES
Philadelphia
12.2025 - Current
- Assisted customers with flight inquiries and reservation changes.
- Resolved passenger issues through effective communication and problem-solving skills.
- Educated travelers on policies, procedures, and travel requirements.
- Maintained updated knowledge of airline services and promotions.
- Managed customer complaints with professionalism and empathy.
EMS Dispatcher Non-Emergency
Grady Health System
Union City
12.2020 - 01.2026
- To facilitate nonemergency transportation to and from the Grady Health System facilities for senior citizens, medical patients with on going care, dialysis and radiation therapy patients to provide health care maintenance in an effort to decrease emergency transports.
- Served as a liaison between EMS personnel and other healthcare providers such as physicians or nurses during complex cases.
- Utilized advanced dispatch software to track and manage EMS resources effectively.
- Monitored radio communications to ensure efficient coordination of emergency services.
- Trained new dispatchers on protocols, systems, and effective communication practices.
Cargo Call Center Agent
Delta Air Lines, Inc
Atlanta
10.2022 - 12.2025
- Calculate shipping costs based on cargo weight, destination, and other factors, providing price quotes to customers.
- Investigate and resolve customer issues related to delays, damaged goods, incorrect documentation, or other shipping problems via telephone and email.
- Answering a high volume of incoming calls and emails from customers regarding cargo shipments, providing information about delivery schedules, and tracking numbers.
- Engage in conversation with customers to understand their needs, resolve issues, and answer product questions.
- Collaborate with freight forwarders, airlines, customs brokers, and warehouse personnel to facilitate smooth cargo movement.
Office Manager/Non-Emergency Dispatcher
Freedom EMS
Stockbridge
07.2020 - 08.2022
- Operate radio communication equipment to monitor the field operations of EMS units and personnel. Monitor ambulance crew status and locations throughout the shift.
- Provide customer service to both sending and receiving clinics and facilities, as required, to ensure the smooth and scheduled transport of patients between facilities and home.
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Conducted safety training programs to demonstrate use of safety equipment.
Customer Service Agent
Southwest Airlines
Baltimore
02.2018 - 12.2018
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Verified passenger identification documents prior to boarding flights.
- Monitored flight departures and arrivals times and updated customers accordingly.
- Maintained up-to-date knowledge of airline policies regarding fares, schedules, special offers, and other services offered by the airline.
- Use computers to assist customers with seat availability, make gate announcements regarding the boarding process, flight status, checking and handling baggage, managing, and initiating the boarding process.
Court Security Officer
State of Delaware Family Court
Wilmington
06.2015 - 04.2017
- Enforces courtroom and court facility policies and procedures relative to safety, security and orderliness using defensive tactics and devices such as subduing individuals disturbing court proceedings, handcuffing and using chemical propellants.
- Assesses potentially disruptive and violent situations and takes preventative actions; calms volatile situations, responds to emergencies and requests extra security.
- Sets up, operates and maintains various electronic equipment such as paging systems, wireless microphones, audiovisual systems, audio and video recorders, overhead projectors, two way radios, metal detectors and surveillance.
- Screened, controlled and handled evidence and exhibits during court proceedings.
- Trained new officers on safety procedures and operational protocols regularly.
Education
Certificate - Nursing Assistant
Dawn Career Institute
Wilmington, DE2011
Certificate - Medical Assistant
Dawn Career Institute
DE, Wilmington2010
Certification - EKG/Phlebotomy
Keystone College
Drums, PA2007
Skills
- Critical thinking
- Multitasking abilities
- Conflict resolution
- Cultural awareness
- Flexible and adaptable
- Shipping logistics
- Upselling strategies
- Interpersonal skills
- Problem solving
- Emergency response
- Safety management
- Supervision and leadership
- Microsoft application expert
Timeline
Customer Service Agent
DELTA AIR LINES
12.2025 - Current
Cargo Call Center Agent
Delta Air Lines, Inc
10.2022 - 12.2025
EMS Dispatcher Non-Emergency
Grady Health System
12.2020 - 01.2026
Office Manager/Non-Emergency Dispatcher
Freedom EMS
07.2020 - 08.2022
Customer Service Agent
Southwest Airlines
02.2018 - 12.2018
Court Security Officer
State of Delaware Family Court
06.2015 - 04.2017
Certificate - Nursing Assistant
Dawn Career Institute
Certificate - Medical Assistant
Dawn Career Institute
Certification - EKG/Phlebotomy
Keystone College