Deanna R Owens
MORRISVILLE,NC
Summary
Courteous Passenger Service Agent boasting 25 years of experience in airline customer service. Sound knowledge of airline operations and effective customer service strategies. Successful handling baggage, assisting passengers, and gate processes. Collaborative and friendly known to go extra mile to deliver customer satisfaction.
Overview
6
6
years of professional experience
Work History
Lead - PSA Delta Sky Club
Delta Airlines Inc.
Raleigh, NC
01.2022 - Current
- Collaborated with various team members to meet guests' requests.
- Educated staff on Delta Sky club mission and goals to help employees achieve success.
- Focused on guest experiences by delivering superior customer service, issue resolutions.
- Implemented long-term growth initiatives by developing employee recognition program and guest engagement strategies.
- Developing a mentor/training program utilizing Delta Sky Club DNA experience.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Passenger Service Agent
Delta Air Lines, Inc
Raleigh, NC
06.2021 - 01.2022
- Oversaw ticketing, gates and Baggage Service department.
- Displays positive image of Delta and motivates employees to provide exceptional passenger care and support.
- Practice safety-conscious behaviors in all operational processes and procedures.
- Efficiently coordinates and monitors all aspects of daily operation, ensuring irregular operations are handled as quickly and effectively as possible.
- Positively impacts customers use of airport technology to ensure a better, faster and friendlier airport experience for all customers.
- Efficient in ticketing/reissues, and company policies.
Ambassador
Delta Air Lines, Inc
Raleigh, NC
11.2019 - 06.2021
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Led Delta sky club team in collaboration of Ambassador recognition project, resulting in reward program.
- Quickly learned new policies and applied them to daily tasks, improving efficiency and productivity.
- Maintained facilities standards to achieve operational readiness, safety and cleanliness.
- Increased customer satisfaction by resolving customer ticketing issues.
- Worked with High value customers to understand needs and provide excellent service.
- Resolved problems, improved operations and provided exceptional service.
Lead - Delta Sky Club
Delta Air Lines, Inc
Los Angeles, CA
07.2018 - 11.2019
- Conflict resolution and problem solving for both guests, team members and business partners; escalating to OSM as appropriate.
- Role modeling behaviors that support Delta culture of service, including utilizing handheld devices, podiums and Club concierge concepts.
- Building and maintaining strong relationships with vendors and business partners in support of "One team" effort concept; including but not limited to daily huddles with partners to ensure smooth daily operations.
- Conducting weekly inventory of all supplies, ordering and receiving supplies ensuring products are stocked properly.
- Product sourcing, verifying vendor invoices and escalating any significant issues.
- Leading team of 48 Club Ambassadors by managing schedules, time off requests, shift/vacation bids in partnership with station leaders.
- Conducting daily briefing, holding weekly staff meetings.
- Celebrating ambassador team with employee recognition, celebrating successes e.g., NPS, anniversaries, birthdays and special events in partnership with station leaders and business partners.
- Mentoring and verbally coaching team members and maintaining harmonious environment, and assist in interview process for new ambassador candidate.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
RTSM - Real Time Staff Manager
Delta Air Lines, Inc
Los Angeles, CA
12.2015 - 07.2018
- Pursued every opportunity to increase staffing program success, from initial onboarding through continued positive employee relations and communication strategies.
- Advised senior managers about employee-related issues and identifiable workforce trends.
- Assisted in creating daily work schedule's for all customer service employees in Dept. 125.
- Monitored staff activities to quickly identify and correct any costly, unsafe or inappropriate behaviors.
- Managed on-time performance, explained delays and updated and communicated any operational challenges.
- Responsible to drive operational performance improvement through interactive teamwork and communication.
- Required to utilize RTSM to monitor, edit and make flight assignments and to generate daily performance reports.
Education
Communications Course I - Communications
El Camino College
Torrance, CACRO
Customer Resolution Officer
Delta Air Lines - RDU And LAX04.2021
GSC
Ground Security Coordinator
Delta Air Lines - RDU And LAX04.2021
School Graduate -
North High School
Torrance, CA06.1990
Skills
- Brand Awareness
- Product Knowledge
- Quality Management
- Conflict resolution
- Flexible & Adaptable
- Detail-oriented
- Computer skills
- Teamwork
Timeline
Lead - PSA Delta Sky Club
Delta Airlines Inc.
01.2022 - Current
Passenger Service Agent
Delta Air Lines, Inc
06.2021 - 01.2022
Ambassador
Delta Air Lines, Inc
11.2019 - 06.2021
Lead - Delta Sky Club
Delta Air Lines, Inc
07.2018 - 11.2019
RTSM - Real Time Staff Manager
Delta Air Lines, Inc
12.2015 - 07.2018
Communications Course I - Communications
El Camino College
CRO
Customer Resolution Officer
GSC
Ground Security Coordinator
School Graduate -
North High School
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