Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Courtney B. Scott

Atlanta

Summary

Resourceful and people-focused operations professional with over 7 years of airline experience, specializing in cargo, airport operations, and IROP management. Recognized for elevating team performance, mentoring new hires, and facilitating cross-functional communication under pressure. Passionate about process improvement, cultural alignment, and creating environments where teams thrive. Eager to apply expertise and leadership to ACS Safety Care Support team while fostering a collaborative, growth-oriented culture.

Overview

10
10
years of professional experience

Work History

Cargo Control Specialist

Delta Air Lines
12.2023 - 06.2024
  • Served as an operational liaison ensuring timely cargo movement and service recovery, aligning closely with flight readiness and resource coordination.
  • Monitored and managed cargo movement through stations using various reporting tools (Loadtrac, Trackonomy, ICARGO) and contact stations to ensure prompt acceptance and scanning of mail.
  • Collaborated with field leadership to address risk factors affecting operations including shipment failures and station-level delays.

Cargo Call Center Agent

Delta Air Lines
10.2021 - Current
  • Managed and facilitated inbound cargo customer communications via calls and emails, including booking, tracking, monitoring and tracing cargo shipments for general cargo, live animals, and pharmaceutical bookings.
  • Achieved Delta Cargo's largest revenue by 40% maximizing opportunities via booking domestic and international shipments.
  • Served as a point of contact for escalations, balancing rapid resolution with clear communications skills essential for internal customer service.
  • Proficient in multiple cargo management platforms, including ICARGO, Cargo Connect, In Contact, Loadtrac, Webvision and DeltaTerm.
  • Developed peer training strategies and coached new agents, ensuring proficiency in customer service and operational procedures resulting in an average 23% performance improvement within one month.
  • Recognized for leadership and nominated for Delta Chairman’s Club for superior customer service and cultural changes.

Customer Service Agent

Delta Air Lines
11.2017 - 10.2021
  • Efficiently managed boarding and deplaning procedures using SNAPP and DeltaTerm, maintaining a 95% annual customer satisfaction rating by ensuring smooth and timely flight operations.
  • Actively supported flight operations during IROP situations, ensuring smooth crew and passenger movement in high-stress environments.
  • Knowledgeable in aircraft types, operations, airline tariffs, and customs regulations.
  • Adhered to TSA and FAA, regulations, resulting in superior safety for passengers.
  • Recognized for versatility and promoted to specialized roles are including Customer Experience Liaison and Remote Operations Agent.

Front End Sales Supervisor

Food Lion Supermarket
12.2014 - 11.2016
  • Managed returns, exchanges, and refunds following store policy.
  • Supervised, hired, trained, and developed all employees capable of performing assigned duties.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.

Education

High School Diploma -

Leesville Road High School
Raleigh, NC
06.2015

Associate of Arts - Sociology

Perimeter College, Georgia State University
Atlanta, GA
05.2025

Skills

  • Revenue Growth & Business Development
  • CRM/ Salesforce
  • Cross-Functional Collaboration
  • Microsoft Office Suite & PC proficiency
  • Team mentorship & Coaching
  • Process Optimization & Efficiency
  • Customer communications

Accomplishments

    Delta Air Lines Chairman's Club Nominee-2023/2024

Timeline

Cargo Control Specialist

Delta Air Lines
12.2023 - 06.2024

Cargo Call Center Agent

Delta Air Lines
10.2021 - Current

Customer Service Agent

Delta Air Lines
11.2017 - 10.2021

Front End Sales Supervisor

Food Lion Supermarket
12.2014 - 11.2016

Associate of Arts - Sociology

Perimeter College, Georgia State University

High School Diploma -

Leesville Road High School

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