Angelia Holley Jennings
Delta Air Lines, Inc
Stockbridge,GA
39
years of professional experience
Experienced customer experience professional with strengths in customer service, teamwork, service recovery and problem solving. Skilled in resolving travel issues, documenting cases accurately, and coordinating with cross-functional teams to restore service during disruptions. Focused on improving customer satisfaction and operational efficiency.
Work History
RES PSS+ CUSTOMER EXPERIENCE SPECIALIST
4 Years 8 Months- Managed service disruptions by coordinating rebooking, refunds, and alternate travel arrangements
- Resolved customer inquiries with accurate guidance on reservations, fares, and travel policies
- Collaborated with airport, gate, and operations teams to restore service during irregular operations
- Documented customer interactions in reservation systems to maintain accurate case records
- Assisted travelers with baggage concerns, claims, and follow-up communication
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
911 Communications Director
25 Years 9 Months- Supervised 911 dispatch operations, prioritizing emergency calls and coordinating law enforcement response.
- Monitored CAD, radio traffic, and alarm systems to ensure accurate incident documentation.
- Trained dispatch staff on call-handling procedures, communication protocols, and emergency response workflows.
- Evaluated call volumes and staffing needs to maintain continuous coverage across shifts.
- Coordinated with officers, first responders, and campus personnel during critical incidents.
- Maintained NCIC/GCIC access compliance, safeguarding confidential information and records integrity.
- Developed and maintained policies and procedures to ensure compliance with regulatory standards.
- Managed budgets effectively by monitoring expenditures closely and identifying cost-saving measures where appropriate.
- Boosted team morale through regular performance evaluations and constructive feedback sessions.
- Enhanced overall public safety by developing and implementing policies that promoted efficient response to emergency calls and critical incidents.
- Optimized dispatcher workflows through data-driven analysis, allowing for more effective management of high-pressure situations.
911 Communications Asst Training Coordinator
12 Years 2 Months- Facilitated orientation sessions and guided employees through policies, systems, and role expectations.
- Monitored training completion and followed up on overdue requirements to support readiness.
- Refined training processes and updated content based on feedback, policy changes, and performance gaps.
- Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
- Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.
- Coordinated training schedules, materials, and room logistics for onboarding and development sessions.
- Developed course outlines, facilitator guides, and participant resources for consistent instructional delivery.
Education
Bachelor of Science - Organizational Leadership
Skills
Customer service
Customer needs analysis
Call center operations
Experience enhancement
Service recovery
Data entry
Multi-line phone talent
Process optimization
Accomplishments
- Collaborated with Employee Engagement Council Customer Experience Committee working with Product Owners for Service Recovery Tool and the new OmniPro Shopping Piloteer rollout.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 100 staff members.
- Served as Project Manager to effectively build and design new 911 Center project delivered on time and under budget.
Timeline
RES PSS+ CUSTOMER EXPERIENCE SPECIALIST
Delta Air Lines, Inc
02.2022 - CurrentRead More
911 Communications Director
Georgia State University Police Department
09.1999 - 06.2025Read More
911 Communications Asst Training Coordinator
Atlanta Police Department
08.1987 - 10.1999Read More
Morris Brown College
Bachelor of Science from Organizational Leadership
Read More