Summary
Overview
Work History
Education
Skills
Timeline
Generic
Ericka  Smith

Ericka Smith

Hampton,GA

Summary

I am a very energetic and motivating person who believes in helping others. I am a passionate person who cares about the well being of people and the community I work for. I love learning new things so that I can teach others. My peers look up to me and always love the advice that I give. My personality alone speaks for itself. I never turn down any criticism. I am the Delta Difference and who be honor to be apart of this extraordinary team.

Overview

17
17
years of professional experience

Work History

AIC/Operations Manager

Delta Air Lines
Atlanta , GA
07.2022 - Current
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Developed key performance indicators to measure effectiveness of operational processes.
  • Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Addressed customer concerns with suitable solutions.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
  • Presented performance and productivity reports to supervisors.
  • Enforced federal, state, local and company rules for safety and operations.
  • Guided employees on understanding and meeting changing customer needs and expectations.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Measured and reviewed performance via KPIs and metrics.
  • Delegated work to staff, setting priorities and goals.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Prepared staff work schedules and assigned team members to specific duties.

Brand Ambassador

Delta Air Lines
Atlanta , GA
06.2022 - Current
  • Managed relationships with vendors involved in promotional activities.
  • Communicated regularly with team members regarding progress updates on projects.
  • Engaged customers through social media platforms to create a sense of community around the brand.
  • Developed and executed brand awareness campaigns to increase customer engagement.
  • Distributed flyers, brochures, and other materials at promotional events.
  • Provided customer service support during promotional events or when needed.
  • Attended trade shows, conferences, and other marketing events as a representative of the company.
  • Utilized social media platforms to promote brand and interact with audience.
  • Created content for social media, including posts, stories, and videos.
  • Maintained a professional appearance and demeanor that reflects the brand's image.
  • Trained new brand ambassadors, sharing best practices and brand values.

Red Coat Agent

Delta Air Lines
Atlanta , GA
07.2007 - Current
  • Served as a point of contact for any complaints or requests from guests.
  • Performed daily maintenance checks on all equipment used in the lobby area.
  • Responded quickly and efficiently to emergency situations when necessary.
  • Greeted and welcomed guests at the hotel entrance.
  • Assisted customers with check-in and check-out processes including registration forms, payment methods.
  • Monitored lobby area for suspicious activity or persons who may pose a threat to property or personnel.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Mentored junior team members and managed employee relationships.

• Promotes and upholds the Delta culture.

• Red Coats advocates the customer experience.

• Red Coats are the face of Delta Air Lines.

• Red Coats are the Delta Difference.

Education

High School Diploma -

Frederick Douglass High School
Atlanta, GA
06-1996

Skills

  • Local Trainer Administrator
  • Service from the Heart Ambassador
  • Uniform Wear Tester
  • Frontline Involvement Team
  • Delta Ramp Procedure Instructor
  • Safety Standard Facilitator

Timeline

AIC/Operations Manager

Delta Air Lines
07.2022 - Current

Brand Ambassador

Delta Air Lines
06.2022 - Current

Red Coat Agent

Delta Air Lines
07.2007 - Current

High School Diploma -

Frederick Douglass High School
Ericka Smith