Christina Roberts
Far Rockaway,NY
Summary
Experienced aviation and customer service leader with a strong background in airport operations, frontline leadership, employee development, and premium customer service. Proven success supporting Delta Air Lines in multiple roles including Elite Service Ambassador, Red Coat, and Trainer Skilled in leading teams, coaching employees, resolving escalated customer issues, and driving operational excellence in fast-paced airport environments. Recognized for professionalism, reliability, and commitment to Delta’s culture of safety, service, and excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Elite Service Ambassador
Delta Air Lines, Inc
JFK Airport
01.2026 - Current
- Delivered premium customer service to high-value and frequent travelers, ensuring a seamless airport experience.
- Resolved customer concerns quickly and professionally while maintaining brand loyalty.
- Coordinated with gate, baggage, and operations teams during delays and disruptions.
- Assisted with VIP travelers, special accommodations, and service escalations.
- Upheld Delta’s premium standards through professionalism and attention to detail.
Red Coat Agent
Delta Air Lines, Inc
JFK Airport
04.2016 - 12.2025
- Served as visible airport leader supporting frontline teams and daily operations.
- Managed escalated customer service situations, delays, cancellations, and irregular operations.
- Guided employees during peak travel periods while maintaining safety and service standards.
- Collaborated with station leadership and multiple departments to improve operational flow.
- Recognized for problem-solving, leadership presence, and decision-making under pressure.
Trainer
Delta Air Lines, Inc
06.2024 - 08.2025
- Developed and delivered training programs for new employees on safety protocols and operational procedures.
- Facilitated workshops to enhance customer service skills among team members, improving overall engagement.
- Assisted in creating training materials and resources to support ongoing employee development initiatives.
- Evaluated trainee performance through assessments, providing feedback to ensure understanding of key concepts.
- Coordinated with management to identify training needs and align programs with organizational goals.
Education
Associate of Arts - Entrepreneurship
Borough of Manhattan Community College
New York, NY04.2026
High School Diploma -
Beach Channel High School
Rockaway Park, NY06.2007
Skills
- Airport Operations Supervisor
- Team Leadership & Coaching
- Employee Training & Development
- Customer Service Excellence
- Safety & Regulatory Compliance
- Irregular Operations Management x Conflict Resolution
- Workforce Scheduling
- Performance Management
Certification
- Ground Security coordinator(GSC)
- Complaint Resolution Official (CRO)
- Local Records Administrator (LRA)
Timeline
Elite Service Ambassador
Delta Air Lines, Inc
01.2026 - Current
Trainer
Delta Air Lines, Inc
06.2024 - 08.2025
Red Coat Agent
Delta Air Lines, Inc
04.2016 - 12.2025
Associate of Arts - Entrepreneurship
Borough of Manhattan Community College
High School Diploma -
Beach Channel High School