United States
When I think of customer service, I consider more than simply the policies and procedures that must be followed; I consider the crucial importance of connection and spreading happiness. I Put SAFETY and people FIRST. Consistently makes safety and security, of self and others, the priority. I Demonstrate inclusive and effective teamwork. I’m Compassionate, Empathic and willing to listen. I’m Resilient and do not shy away from difficult situations but instead ask HOW CAN I HELP?
Lead front-line teams and oversee daily operations to ensure efficient and effective performance. Manage and coordinate key operational functions including on-time departures (D-Zero), safety, security, customer service, and other critical performance metrics. Act as the primary liaison between Delta and contracted business partners within the station to ensure seamless operations. Conduct daily safety observations to identify at-risk behaviors and deliver coaching, training, or corrective actions as needed. Participate in incident analysis reports, Injury Prevention Group meetings, and relevant station safety initiatives. Ensure compliance with the station’s Safety Business Plan and uphold divisional safety and performance standards. Deliver exceptional customer service with empathy, responsiveness, and a strong focus on customer needs. Communicate timely and accurate information, establish performance expectations, and enforce accountability among team members. Offer individualized coaching, motivation, and support, while leading teams through organizational change and fostering adaptability. Apply strategic thinking and sound decision-making to operational challenges. Evaluate team performance using management tools, service and operations metrics, job shadowing, and direct observation. Promote a culture of recognition by celebrating achievements and reinforcing positive behaviors.
Build positive relationships with leaders and front-line teams in order to maintain workforce engagement, commitment and flexibility. Oversees and coordinate operational performance-based management for large team of 200+ ambassadors including, but not limited to, safety, security, customer service delivery, and other key performance indicators. Serve as an operational liaison between Delta and all contracted business partners within John F. Kennedy International Airport. Monitor for at risk behavior through daily safety observation and providing coaching, training and corrective actions as needed. Ensure adherence to station safety business plan in addition to assuring compliance to our divisional performance and safety standards. Ensure that distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity. Key communicator of timely and accurate information that set performance standards and ensure employee accountability. Develop both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being. Strong advocate of continued training and development in building leadership capabilities. Provide support, guidance, coaching and motivation base on individual needs and champion leading others through change. Ensure and address Quality Assurance issues such as uniform compliance, overall performance, and customer satisfaction.
Manage the daily operations of the premium ground services in JFK, including Delta Sky Club(s), Elite Services, and VIP Select. Responsible for the leadership and implementation of safety initiatives, IROP management and recovery plans, and other strategic initiatives set by JFK leadership. Drives technology implementation and usage across the check-in experience. Reviews labor performance by service partners and ensures accurate reporting. Reviews audits and all customer feedback and addresses issues with involved Ambassadors. Publicly recognizes strong performers. Communicates performance results weekly, reviewing NPS scores and other KPIs to improve service continuously. Ensures all Ambassadors are aware of their scores. Responsible for building customer relationships through customer service recovery, customer advocacy, sales, new initiatives, and revenue retention.
Collected and documented patient medical information such as blood pressure and weight. Performed clerical duties, such as word processing, data entry, answering phones and filing. Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment. Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.