Erika Cantu
Compton,CA
Summary
Customer service professional with extensive experience at Delta Air Lines, specializing in problem resolution and effective communication. Demonstrated ability to enhance customer satisfaction and train staff, resulting in improved service delivery. Bilingual in English and Spanish, skilled in multitasking and maintaining confidentiality while ensuring compliance with aviation regulations.
Overview
8
8
years of professional experience
Work History
SLOD Customer Service Agent
Delta Air Lines
Los Angeles, CA
11.2024 - Current
- Collaborated with various departments to guarantee timely flight departures.
- Resolved multiple ticket issues from different airlines efficiently.
- Provided passengers with essential flight information and assistance to gates or destinations.
- De-escalated conflicts regarding equipment downgrades or aircraft swaps.
- Trained new LODs on procedures for handling international flights operated by AeroMexico.
Sky Club Lead
Delta Air Lines
Los Angeles, CA
06.2023 - 11.2024
- Set staff schedules and delegated assignments in anticipation of expected demands
- Improved communication between staff and leadership by creating memo forms and distribution lists
- Maintained customer satisfaction with professional handling of complex concerns
- Trained employees and coached in service techniques
- Implemented customer experience strategies to improve satisfaction
- Ensured compliance with local laws and regulations
Red Coat
Delta Air Lines
Los Angeles, CA
06.2022 - 06.2023
- Processed exchanges and refunds
- Used multiple systems to find and deliver information
- Deescalated passenger issues and handled CRO cases
- Trained new team members
- Provided motivational leadership to team
- Assigned tasks based on demand
- Followed corporate policies to maximize safety and trust
AIC Operational Service Manager
Delta Air Lines
Los Angeles, CA
11.2022 - 03.2023
- Enforced safety procedures and monitored compliance
- Prepared executive reports using operational data
- Organized schedules and delegated daily workloads
- Oversaw daily airport operations for smooth passenger services
- Addressed passenger complaints promptly
- Maintained compliance with aviation regulations
Customer Service Agent
Delta Air Lines
Los Angeles, CA
05.2017 - 06.2022
- Assisted customers with ticketing, trip planning, and scheduling
- Collected baggage fees and checked luggage
- Made PA announcements for flight changes
- Processed reservations and issued travel/hotel vouchers
- Provided excellent customer service through active listening
Receptionist
Culver City Honda
Culver City, CA
02.2018 - 08.2019
- Sorted and distributed mail; coordinated parcel pickups
- Handled multi-line phone system for directing calls
- Scheduled appointments and updated scheduling software
- Assisted with filing, copying, and data entry
Education
High School Diploma -
Lennox Mathematics Science And Technology Academy
06.2015
Business Administration and Management
California State University Northridge
Skills
- Effective verbal and written communication
- Multitasking and prioritization
- Problem resolution
- Resourcefulness
- Confidentiality maintenance
- Bilingual in English and Spanish
Timeline
SLOD Customer Service Agent
Delta Air Lines
11.2024 - Current
Sky Club Lead
Delta Air Lines
06.2023 - 11.2024
AIC Operational Service Manager
Delta Air Lines
11.2022 - 03.2023
Red Coat
Delta Air Lines
06.2022 - 06.2023
Receptionist
Culver City Honda
02.2018 - 08.2019
Customer Service Agent
Delta Air Lines
05.2017 - 06.2022
High School Diploma -
Lennox Mathematics Science And Technology Academy
Business Administration and Management
California State University Northridge
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