Emerson Graham-Senden
Denver,CO
Summary
Enthusiastic and efficiency-minded leader with a broad range of experience in aviation. Specialize in Airport Customer Service and Above Wing Operations with a strong understanding of TSA and FAA policies and procedures. Able to work any schedule, and open to traveling as required.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Passenger Service Agent (Red Coat)
Delta Air Lines, Inc
Denver, CO
09.2021 - Current
- Assist in the development of trainee Customer Service Agents
- Practice safety conscious decisions and behaviors at all times along side local TSA coordinators as a station Ground Security Coordinator (GSC)
- Ensure 14 CFR pt. 135 compliance as a Complaint Resolution Official (CRO)
- Provide full-service IROP recovery while making efficient decisions with the best interest of our customers in mind
- Uphold the integrity of the Delta brand at all times
- Assist local and regional leadership with local training material as a safety response
- Supervise a shift of 5-10 above wing agents while overseeing between 15-20 aircraft movements
Customer Experience Specialist
Delta Air Lines, Inc
Atlanta, GA
05.2021 - 09.2021
- Make changes to existing reservations ranging from name changes, updating Secure Flight Passenger Data (SFPD), as well as voluntary changes
- Accommodate customers that are encountering Irregular Operations (IROPs) or have experienced an Involuntary Schedule Change
- Provide compensation for service failures through First Contact Resolution (FCR)
Airport Operations Supervisor
Primeflight Aviation Services Inc.
Rochester, NY
09.2020 - 04.2021
- Assisted PrimeFlight and JetBlue leadership with transitioning ROC above and below wing operations to a service provider contract
- Guided and oversaw the performance of 13 crewmembers while ensuring seamless communication and implementation of both JetBlue and PrimeFlight policies as directed
- Worked alongside General Manager to address operational needs and requirements during COVID-19 Pandemic
Crew Scheduler
Endeavor Air
Minneapolis, MN
02.2020 - 08.2020
- Ensured efficient utilization of pilots and flight attendants as well as day-to-day tracking of their attendance
- Resolved flight crew legality problems and rest requirements based on appropriate regulatory and contractual requirements
- Processed trip swaps, trip drops, sick calls, emergency leaves, and other daily schedule modifications
- Coordinated aircraft equipment upgrades and downgrades
- Ensured compliance with Federal Aviation Regulations (FARs), contract requirements, and departmental guidelines
Passenger Service Agent (Red Coat)
Delta Global Services
Rochester, NY
11.2017 - 02.2020
- Diffused passenger complaints in regards to ticketing issues, delayed or cancelled flights as well as baggage issues
- Practiced safety conscious decisions and behaviors at all times along side local TSA coordinators as a station Ground Security Coordinator (GSC)
- Promoted to Red Coat from Customer Service Agent in May of 2019
Education
High School Diploma -
Brighton High School
Rochester, NY06.2017
Skills
- Airline Reservation Software (SNAPP, DLTerm, SABRE, Axis, OmniPro)
- Airline Operations Programs (WSI Optima)
- Adaptive and creative problem solving
- Effective communication
- Airline Crew Resource Management Software (Sabre CrewTrac, MCPlot)
- Excellent multi-channel communication
- Procedural compliance
- Flight records management
- Cross-trained in Above/Below wing operations
Accomplishments
- Worked with local and regional leadership to create a Jet Bridge operator guide for the Denver Station in response to aircraft damage that ensures effective communication between Above and Below wing teams. (January-March 2022)
- Served as Team Captain for Denver and Colorado Springs' Delta Jet Drag Team for 2022
- 2022 Delta Chairman's Club Nominee
Certification
- Complaint Resolution Officer (CRO)
- Ground Security Coordinator (GSC)
- Co-Environmental Coordinator (09/2021-02/2022)
- LERAP Coordinator (05/2022-Present)
Timeline
Passenger Service Agent (Red Coat)
Delta Air Lines, Inc
09.2021 - Current
Customer Experience Specialist
Delta Air Lines, Inc
05.2021 - 09.2021
Airport Operations Supervisor
Primeflight Aviation Services Inc.
09.2020 - 04.2021
Crew Scheduler
Endeavor Air
02.2020 - 08.2020
Passenger Service Agent (Red Coat)
Delta Global Services
11.2017 - 02.2020
High School Diploma -
Brighton High School