CASSIE LUNSFORD

• Lead team performance to confirm customer service standards are consistently exceeded within Delta's Premium Services in Seattle. Department includes the Delta One Lounge, Two Delta Sky Clubs, Elite Services Team, Delta One Check-in and driving Seattle Customer Experience.
• Support and coordinate Seattle station activities and activations for customers, employee and community engagement.
• Boost loyalty and serve customers by resolving diverse concerns with service or operations.
• Enhanced client retention rates through proactive outreach initiatives aimed at building rapport and fostering long-lasting relationships.

Managed Above Wing Operation in Salt Lake City. Leading a team of frontline employees and Red Coats in a rapid and growing environment, while serving our customers inline with Deltas glowing brand. Optimized functionality of 3 full service lobbies, worked with baggage leaders, business partners and below wing leaders to plan for highley successful Ski season.

• Enhanced overall customer experience by implementing improvements based on feedback from customers and employees alike.

Lead Above Wing Operations, Sky Club and Partnered with my Peer OSMs for oversight of Below Wing and Cargo teams and stepping in when needed.

Successfully managed change implementation projects in response to global pandemic.

• Ready Reserve CSA trained to work Special Services, Sky Priority, Baggage Service Office, Primary Gate Agent. Proficient in in TERM and SNAPP.