Faty Kane Sy
Brownsburg,IN
Summary
Results-driven Delta professional with 15 years in ACS and RES operations, skilled in customer relationship management, sales support, and driving KPIs. Proven ability to mentor teams, enhance operational efficiency, and deliver exceptional customer experiences. Aspiring Global Sales Solutions Associate with expertise in cross-functional collaboration, sales initiatives, and revenue growth.
Overview
16
16
years of professional experience
Work History
Red Coat (PSA) / Customer Service Agent
Delta Air Lines
01.2012 - Current
- Assisted passengers with check-in, boarding, and travel solutions, ensuring a seamless customer experience.
- Initiated passenger assistance programs to reduce delays and improve service efficiency.
- Mentored new Red Coats to strengthen team readiness and service quality.
- Supported sales initiatives for upgrades and service offerings when applicable.
- Served as Ground Security Coordinator and Complaint Resolution Official.
- Selected for Temporary Duty Assignment in Dakar, Senegal during President Obama’s visit (June 2013).
Delta Sky Club Ambassador
Delta Air Lines
01.2011 - 01.2012
- Promoted Sky Club memberships and supported sales initiatives, increasing customer engagement.
- Delivered personalized service to high-value members and Medallion customers.
- Facilitated smooth customer processing from check-in to boarding, enhancing satisfaction and loyalty.
Customer Support Supervisor
Delta Air Lines
01.2010 - 01.2011
- Provided sales and customer service support for Air France, KLM, and Delta travelers.
- Assisted internal and external clients, including Reservations, CTO, SkyMiles, and Customer Care.
- Resolved service escalations, ensuring customer retention and satisfaction.
- Managed domestic and international promotions and sales-related escalations.
Education
Bachelor of Science - Human Resources
Strayer University
Richmond, VASkills
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- DLTerm, SNAPP, Service Recovery Tools, Customer Service Platforms
Languages
Fluent in English, French, and Wolof
Accomplishments, Training & Key Initiatives
- ONE L Mentoring Program Graduate (August 2024)
- Co-lead, Growth and Development Opportunities (April 2024-Present)
- Air France & KLM RES Sales Training (Feb 2010-Jun 2011)
- Improved passenger service and sales support by initiating assistance programs, organizing quick-response support, and mentoring new Red Coats
Timeline
Red Coat (PSA) / Customer Service Agent
Delta Air Lines
01.2012 - Current
Delta Sky Club Ambassador
Delta Air Lines
01.2011 - 01.2012
Customer Support Supervisor
Delta Air Lines
01.2010 - 01.2011
Bachelor of Science - Human Resources
Strayer University