Anthony Ford

CARGO CUSTOMER SERVICE MANAGER

Delta Airlines, Atlanta, GA/ 2010 / 2023 (retired)

• Developed metrics to improve reliability (attendance, punctuality), quality assurance work, post-call survey scores, after call work, and call release rates to lower the Delta Call Center Average Speed of Answer from 60 seconds to 5 seconds within and a three-month period.
• Maintained and improved call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Instituted numerous morale building programs such as employee of the week/month, First Friday and an Employee Engagement Team.

CARGO AGENT/LEAD AGENT

Delta Airlines, Atlanta, GA/ 2000/2020

• Transported heavy cargo to designated aircrafts from the cargo warehouse via tugs.
• Transported small express packages and human organs from the Delta Cargo Dash office to their designated aircrafts in a timely manner.
• Managed incoming and outgoing shipping logistics for cargo transportation
• Prepared manifests showing mail, and freight weights on airplanes, and transmitted data to destinations
• Consolidated freight and stored it in the proper location as pertained to its destination and type