Delta Air Lines - Katie Suitter
Company: Delta Air Lines, Atlanta, GA
Company Description: Delta Air Lines is a major airline in America with the headquarters located in Atlanta, Georgia. Delta along with its regional carriers and subsidiaries operates over 5,400 flights daily and serves an extensive domestic and international network including 319 destinations in 54 countries on six continents. Delta's history can be traced back to Huff Daland Dusters, founded in 1924 in Macon, Georgia
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - All Other Industries
Nomination Title: Katie Suitter - MSP Premium Sales & Service Specialist
Tell the story about what this nominee achieved since the beginning of July 2016 (up to 650 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:
I would like to nominate Mary (Katie) Suitter for a Stevie award. Katie began her career with Delta Air Lines on 12/1/10 as a Ready Reserve agent in Fort Meyers (RSW), FL. She transferred to Reservations on 11/12/12 and works in our premium sales and service line of business assisting our high valued customers.
Katie consistently goes above and beyond for her customers. On one call in April of 2017 Katie had the pleasure of speaking with Mr. Clem Dippel. He was booking tickets for his wife, daughter and grandson. As they were discussing the trip and the reason for the travel Katie learned that his grandson Noah was going to the Cleveland Clinic for more tests and possible procedures due to a heart defect. His doctors were trying to keep him strong so that he could eventually have a heart transplant. During their conversation Katie also learned that Noah was turning 9 years old on May 15.
Katie is a mother of 3 boys also and has had to experience one of her boys having multiple surgeries, lots of doctor and other appointments while also worrying if things would turn out well and would his situation finally be resolved. She could definitely empathize with this family and especially Noah’s mom, Debra. She felt that even though their situations may be different the worry and love that they felt as mothers is the same.
Katie asked Mr. Dippel if she could possibly send Noah and Debra a care package since both Noah’s birthday and this big medical trip were coming up. She explained her situation and they even shared a few tears together. She knew exactly what she had wanted to get for Noah, a blue airplane backpack that she would fill with some goodies. Mr. Dippel was just grateful to Katie for all of her help in finding the best fare as they would be making this same trip again in the future.
Katie went to the delta shop to order some items but the blue backpack was out of stock and couldn’t be backordered at this time. Our sales area was having a silent auction to improve regulatory compliance and one of the items being auctioned off was a blue airplane backpack. Katie placed her bid and won the backpack. She was so ecstatic that she had won it. The smile on her face lit up my office. Katie filled the backpack with activity books, colored pencils, an iTunes gift card and a Delta Cool Your Jets hat. She also sent a collapsible cooler for snack, juice or water as well as a journal for Noah’s mom. She was able to get this sent out prior to his birthday.
These are just a sample of the type of individual that Katie is and the great customer service she provides. Year to date her specialist promoter score (SPS) is 94. Designated on the below chart as PCS. She has had 1,201 surveys to date and 96% of her customers have rated her 5 on a scale of 1-5 with 5 being they would definitely hire her.
MSP - Agent: Suitter, Mary C
Work Area: All Work Areas (Include all data)
Standard YTD Aggregate Report for 2017
Month Score RPH VT% Tot Calls PCS Smart Wrap CHT RR
Jan 56 $606 1.00% 819 96 102.5 10 492 91%
Feb 51 $766 0.80% 952 89 101.8 10 538 91%
Mar 98 $832 1.50% 865 94 101.7 10 453 93%
Apr 60 $697 1.00% 706 98 102.1 12 586 90%
May 77 $879 1.20% 970 93 102.3 12 564 90%
Jun 97 $872 1.90% 758 94 102.3 9 492 91%
Jul 68 $718 2.10% 998 95 101.6 10 527 91%
Aug 68 $559 2.00% 897 94 101.9 13 571 91%
Sep 60 $498 0.90% 938 95 102.3 11 537 91%
Oct 51 $758 1.00% 103 100 103.1 18 621 89%
YTD 66 $711 1.40% 8,006 94 102.1 11 531 91%
Katie far and above exceeds the attributes of a Stevie award nominee. She would be well deserving of this honor.