ALIONA PRICOPE
North Carolina,NC
Overview
20
20
years of professional experience
Work History
SNAPP Champion
Delta Air Lines
RDU
09.2022 - Current
- Collaborated with station Snapp users and ACS Technology Team to share knowledge and drive continuous app improvements, ensuring optimal program utilization and customer satisfaction at the airport.
- Engaged in monthly meetings to provide constructive feedback and acquire current updates essential for team's success.
Service Excellence Team Leader
Delta Air Lines
RDU
07.2022 - Current
- Led establishment of service excellence team, successfully selecting and enrolling 33 members. Developed clear performance expectations while providing ongoing support through NPS monitoring and consistent feedback. Drove alignment of team objectives with local and organizational CX goals.
- Organized and led monthly meetings to clarify ideas and strategize on key holiday initiatives for customer engagement.
Uniform Comitee Representative
Delta Air Lines
RDU
07.2022 - Current
- Led representation of RDU ACS and Red Coat Group in all uniform-related meetings, ensuring alignment with the Delta Brand standards.
- Conducted thorough observations to ensure team compliance with wearing guidelines and provided coaching for necessary adjustments.
Red Coat/ Passenger Service Agent
Delta Air Lines
MSY, RDU
07.2016 - Current
- Collaborating with cross operational teams to enhance customer experience, service delivery and resolve issues throughout the Travel Ribbon.
- Managing high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Solving customer complaints with empathy, resulting in increased loyalty and repeated business.
- Achieving performance goals consistently, earning recognition as a top performer within the team from peers and leaders.
- Acknowledging and recognizing team members trough the rewards program that encourages repeated positive behaviors and strengthens customer relationships.
- Analyzing airport customer interaction metrics to identify trends and develop strategies for continuous improvement.
- Delivering Exceptional Customer Experience to every customer by leveraging extensive knowledge of products, policies and services while creating positive travel experiences with Welcoming, Elevated and Caring behavior.
Mentor, OJ Trainer
Delta Air Lines
MSY, LGA, RDU
03.2012 - Current
- Designed and delivered training workshops aimed at improving customer experience capabilities among participants.
- Monitored mentee advancement and offered targeted guidance and support to promote ongoing growth.
- Championed mentorship initiatives focused on diversity and inclusion to improve the onboarding experience for new employees.
- Promoted a culture of professionalism and ethical conduct, reinforcing strong values and integrity among peers.
- Facilitated resolution of mentee concerns with prompt and empathetic support
Mastered OSM Leadership Development Program
Delta Air Lines
RDU
01.2023 - 02.2024
- Coordinated operational activities for local leaders in AW and BW, enhancing teamwork and streamlining processes across multiple teams.
- Demonstrated rapid problem-solving skills to evaluate solutions and make informed decisions, ensuring performance goals are met or exceeded safely.
- Utilized strong organizational and time management abilities to effectively manage multiple projects, ensuring timely completion and quality outcomes.
- Designed and implemented the AIC Red Coat Preparation program to enhance agent skills, resulting in successful advancing to AIC roles and promotions to Red Coat positions.
Safety Advocate
Delta Air Lines
MSY
01.2019 - 08.2021
- Oversaw local strategy development focused on aligning operations with ACS policies and ensuring safety standards are met.
- Engaged with diverse operational teams to streamline safety measures and elevate station efficiency.
- Cultivated local ASAP initiative, driving team engagement and promoting awareness of program benefits.
Customer Service Agent, Irop Coordinator
Delta Air Lines
MSY, LGA
03.2011 - 07.2016
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Facilitated the boarding process for passengers, as a gate agent, maintaining an organized and efficient environment.
- Collaborated with other teams to address any delays or cancellations, providing prompt updates to affected passengers.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Handled operational disruptions such as delays, cancellations, denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
ACS, IROP Team
Delta Air Lines
LGA
03.2012 - 06.2014
ACS/RR
Delta Air Lines
MSY
03.2011 - 03.2012
Translator, Administrative Assistant
Motivis Translations SRL
04.2008 - 12.2009
Store Manager
Mastino Jewerly
12.2007 - 04.2008
Store Manager, Administrativ Assistant
Teonick's Book Store
07.2006 - 12.2007
Education
Teacher's Bachelor Degree - undefined
Dunarea De Jos University
Romania07-2006
undefined
International Language School
11-2009
undefined
Business Administration School
12-2009
HS Graduate - undefined
Theoretical High School
07-2002
Skills
- Great Team Leader
- Brand Promoter
- Excellent Customer Service Provider
- Operations Scheduler and Coordinator
- Administration and Team Management
- Multiple Peer and Mgr Nominations
Timeline
Mastered OSM Leadership Development Program
Delta Air Lines
01.2023 - 02.2024
SNAPP Champion
Delta Air Lines
09.2022 - Current
Service Excellence Team Leader
Delta Air Lines
07.2022 - Current
Uniform Comitee Representative
Delta Air Lines
07.2022 - Current
Safety Advocate
Delta Air Lines
01.2019 - 08.2021
Red Coat/ Passenger Service Agent
Delta Air Lines
07.2016 - Current
Mentor, OJ Trainer
Delta Air Lines
03.2012 - Current
ACS, IROP Team
Delta Air Lines
03.2012 - 06.2014
Customer Service Agent, Irop Coordinator
Delta Air Lines
03.2011 - 07.2016
ACS/RR
Delta Air Lines
03.2011 - 03.2012
Translator, Administrative Assistant
Motivis Translations SRL
04.2008 - 12.2009
Store Manager
Mastino Jewerly
12.2007 - 04.2008
Store Manager, Administrativ Assistant
Teonick's Book Store
07.2006 - 12.2007
Teacher's Bachelor Degree - undefined
Dunarea De Jos University
undefined
International Language School
undefined
Business Administration School
HS Graduate - undefined
Theoretical High School