Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Elva Sanchez

Tampa,USA

Summary

Dynamic leader with extensive experience at Delta Air Lines, specializing in customer support and team leadership. Proven ability to enhance productivity through strategic problem-solving and relationship-building. Successfully coached diverse teams to achieve operational improvements, consistently surpassing performance goals. Committed to fostering a culture of excellence and collaboration within high-performing environments.

Overview

10
10
years of professional experience

Work History

Team Lead Development Assignment (TLDA)

Delta Air Lines
Tampa, USA
07.2024 - Current
  • Selected for the TLDA Pilot Program, designed to develop high-performing Team Leads aspiring to leadership roles.
  • Immersed in operations to gain new skills and perspectives in a structured environment.
  • Worked closely with a CEM mentor to enhance business acumen, problem-solving, leading change, effective coaching, organizational skills, and emotional intelligence.
  • Demonstrated high flexibility and provided insightful feedback to strengthen the program for future participants.
  • Engaged in various immersion activities, including self-assessment to identify strengths and opportunities, and regular touchpoints with a CEM mentor. Attended events to understand the role and success drivers, shadowed a CEM mentor, participated in peer-to-peer mentoring, and supported community initiatives.

Team Lead

Delta Air Lines
Tampa, USA
01.2021 - Current
  • Set priorities and motivate specialists by radiating energy, empathy, and trust.
  • Developed team members daily through positive, constructive feedback and coaching.
  • Conducted effective communication in all forms, including one-on-one, huddles, team meetings, IMs, and emails.
  • Emphasized the importance of listening, acknowledgment, and timely responses.
  • Acted as a role model of teamwork, setting an example for team members.
  • Strived to understand how specialists' projects aligned with their personal goals to enhance progress.
  • Documented and scoped actions taken to resolve issues after meeting with specialists.
  • Exceeded team goals by sharing best practices and promoting sales initiatives.

Customer Experience Supervisor

Delta Airlines
Tampa, USA
07.2020 - Current
  • De-escalated challenging customer concerns while maintaining a calm and friendly demeanor.
  • Addressed customer needs by collecting payments, tracking rewards, and resolving service issues.
  • Educated customers and specialists on billing procedures, processed payments, and offered alternative solutions.
  • Built customer loyalty by delivering exceptional and flawless service.
  • Conducted research and analyzed records to make informed disclosure determinations.
  • Assisted specialists in adhering to proper procedures across various situations.

Operations Team Lead

Delta Air Lines
Tampa, USA
01.2024 - 07.2024
  • Responsible for efficient daily operation of the technology, phone routing, and specialist scheduling for the local CEC
  • Responsible for monitoring all real-time aspects of the CEC facility, operational performance, and safety/emergency processes
  • Monitor daily Real-Time Adherence (RTA), employee schedules, staff utilization, and Live Engage.
  • Continuously monitor on and off-phone activity to maximize local office resource utilization.
  • Pull reports for specialists’ metrics and daily performance and provide data to appropriate leaders.
  • Help with all services related to employees' schedules which require maintenance and daily input of PPT, PTO, comp time, and overtime into eWFM
  • Research scheduling questions and forward as appropriate to Operations or Customer Experience Managers
  • Process off-day requests used to manage daily staffing needs
  • Ensure a safe, clean, work environment and appropriate space utilization
  • Partner with Emergency response and Safety teams to ensure readiness and compliance

Office Coordinator

Delta Air Lines
Tampa, USA
03.2022 - 11.2023
  • Organize and coordinate office operations and procedures
  • Planning and scheduling program events
  • Managing schedules for conferences, training sessions, visitors’ meetings, etc
  • Communicate, greet, and interact with visitors to the office, ensuring guests are comfortable, connected with the right people, and accomplishing visit goals.
  • Monitoring and ordering inventory for office and break room supplies
  • Managing incoming and outgoing correspondence, emails, mail, and packages
  • Coordinating support for specialists, including managing IM schedules, BA calendars, CEM calendars, and OPS calendars.
  • Handle paperwork such as billing, process payments, and handle sensitive information.

Active Brand Advisor Reserve

Delta Airlines
Tampa, USA
03.2019 - 01.2021
  • Developed open and professional relationships with team members, enabling better, more effective customer service
  • Documented and scoped actions taken to resolve issues after meeting with specialists
  • Created positive and rewarding experiences through warm and friendly interactions with team members
  • Increased employee productivity by establishing and monitoring customer service performance, service level metrics and goal achievement
  • Follow closely specialists’ statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets
  • Exceeded team goals by sharing best practices and promote sales initiatives

BVOD Brand Advisor Reserve

Delta Airlines
Tampa, USA
11.2019 - 09.2020
  • Guided employees through repeated task practice to build confidence and improve speed.
  • Evaluated trainees by assessing their performance and documenting observations.
  • Provided clear, step-by-step instructions for job tasks and encouraged questions for clarification.
  • Reviewed and shared official training materials to ensure accurate training of new specialists.
  • Oversaw team incentives and motivational programs to boost morale and performance.
  • Analyzed employees' skill levels and introduced new techniques to enhance team members' knowledge

Point of Sales Spanish Representative

Delta Airlines
Tampa, USA
04.2016 - 02.2019

BVOD Mentor

Delta Airlines
Tampa, USA
07.2017 - 12.2017

Air4 Virgin Atlantic Support Program

Delta Airlines
Tampa, USA
09.2016 - 12.2016

SkyMiles, Sales and Service Representative

Delta Airlines
Tampa, USA
01.2015 - 04.2016

Education

Citizen Police Academy -

Tampa International Airport Police Department
11.2023

Associate of Arts - Hospitality Administration and Management

Cypress College
Cypress, CA
12.2004

Associate of Arts - Hospitality Administration and Management

Universidad San Ignacio De Loyola
Lima, Peru
11.2003

High School Diploma -

Santa Ana High School
Lima, Peru
12.2001

Skills

  • Leadership and Team Management: Demonstrated expertise in leading and coaching diverse teams to drive operational enhancements, and consistently exceed performance targets
  • Customer support: Vast experience in boosting customer satisfaction through effective problem-solving strategies, and strong relationship-building skills
  • Technology Proficiency: Proficient in utilizing a range of customer service and operational technologies, including Axis, Amadeus, Live Engagement, Ingenico, DL Term, and Microsoft Office programs
  • Conflict Resolution: Skilled in resolving customer issues and de-escalating challenging situations, while maintaining a calm and friendly demeanor
  • Operational efficiency: Extensive experience in streamlining processes, and enhancing team productivity
  • Communication: Skilled in engaging audiences through effective communication strategies, including one-on-one interactions, team meetings, and written correspondence
  • Relationship building: Adept at connecting with specialists and nurturing long-lasting relationships to drive growth
  • Problem-solving: Technologically skillful, with a high-energy attitude, focused on identifying solutions and achieving goals
  • Customer Service Excellence: Dedicated to providing exceptional service and upholding the highest standards of customer satisfaction
  • Collaboration: A team-oriented professional committed to contributing to both group and individual goals

Accomplishments

  • 2023 Reservations ALLY Member.
  • 2022 ADELANTE Brand Ambassador, Culture Committee Member.
  • 2022 Tampa DE&I Council Member.
  • 2018 Summit Club winner.
  • 2017 J.D. Power Point of Sale Spanish Line Certification Representative.
  • 2016 Air4 Virgin Atlantic Incentive winner.

Languages

Spanish
Native/ Bilingual

Timeline

Team Lead Development Assignment (TLDA)

Delta Air Lines
07.2024 - Current

Operations Team Lead

Delta Air Lines
01.2024 - 07.2024

Office Coordinator

Delta Air Lines
03.2022 - 11.2023

Team Lead

Delta Air Lines
01.2021 - Current

Customer Experience Supervisor

Delta Airlines
07.2020 - Current

BVOD Brand Advisor Reserve

Delta Airlines
11.2019 - 09.2020

Active Brand Advisor Reserve

Delta Airlines
03.2019 - 01.2021

BVOD Mentor

Delta Airlines
07.2017 - 12.2017

Air4 Virgin Atlantic Support Program

Delta Airlines
09.2016 - 12.2016

Point of Sales Spanish Representative

Delta Airlines
04.2016 - 02.2019

SkyMiles, Sales and Service Representative

Delta Airlines
01.2015 - 04.2016

Citizen Police Academy -

Tampa International Airport Police Department

Associate of Arts - Hospitality Administration and Management

Cypress College

Associate of Arts - Hospitality Administration and Management

Universidad San Ignacio De Loyola

High School Diploma -

Santa Ana High School

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Elva Sanchez