Erica Johnson
Philadelphia,PA
Summary
Dynamic customer service and operations professional with over 20 years of experience, including a successful tenure at Delta Airlines, demonstrates a strong commitment to delivering exceptional customer interactions and effective team leadership. Known for meticulous attention to detail and a proactive approach, consistently utilizes excellent time management and keen observational skills to anticipate needs and drive operational efficiency. Eager to leverage expertise in customer engagement to contribute positively to team success and enhance overall service quality.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Ambassador/CSA
Delta Airlines
Philadelphia
06.2018 - 03.2026
- Top Selected Lobby Host for First Point of Contact
- High Value Customer Liaison
- Million Miler Greeter & Gifter Enhancing Customer Loyalty
- Head Host & Innovator of Mobile Complimentary Refreshment Cart
- Member of Employee Committee For Boosting Customer Satisfaction
- Managed and Assisted With Gate Operations Supporting On-time Departures for High Volume Flights, Ramp coordination with Multiple Agents Below Wing, and Ticketing
- Ensuring all Metrics & Safety Measures %100 Met for on-time departures and smooth passenger flow
Longshorewomen
Greenwich Terminals
Philadelphia
02.2017 - 05.2018
- Container Checker/Loading Director
- Transported Up to 200 New Vehicles from Ship to Dock & from Dock to Ship
- Operated Forklift A to Manage & Transfer Materials to Designated Location Efficiently and Safely
Toll Collector
Delaware River Port Authority
Camden
03.2011 - 12.2015
- Collected Fare in Cash & Credit form to Allow Vehicle to Cross Toll Bridge into Philadelphia
- Assisted Passengers with Direction Inquiries as Needed While Exhibiting Indelible Customer Service
- Kept Clear and Accurate Account of Funds Received and Distributed
Education
Bachelor of Science - Psychology
South University Savannah
GA10-2029
Skills
- Data entry & Cash Handling
- Customer Service Excellence
- Airline Operating Systems
- Microsoft Word
- Conflict De-escalation
- Hand Held Radio Device
Accomplishments
- Recognized multiple times for outstanding customer service and passenger satisfaction
- Simultaneously earned #1 customer service and passenger interaction representative for 8 consecutive months
- Awarded two pins for milestone anniversaries
- Awarded best team lead for communication
Certification
- Peirce College, Philadelphia — Certification
- Jan 1997 - Jan 1998
- Phlebotomy Program
LANGUAGES
English
Timeline
Ambassador/CSA
Delta Airlines
06.2018 - 03.2026
Longshorewomen
Greenwich Terminals
02.2017 - 05.2018
Toll Collector
Delaware River Port Authority
03.2011 - 12.2015
Bachelor of Science - Psychology
South University Savannah
AWARDS
Recognized Multiple Times for Outstanding Customer Service and Passenger Satisfaction, Earned Top Customer Interaction Representative (8 consecutive months), Awarded Two Tenor Pins for Milestone Anniversaries, Awarded Best Team Lead for Communication