Summary
Overview
Work History
Education
Skills
Timeline
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FELINSHA SMITH

Morrow,GA

Summary

A seasoned professional with a robust background at Delta Air Lines, I excel in enhancing customer satisfaction and operational efficiency. My expertise in data analytics and exceptional interpersonal skills have significantly improved service delivery and team performance, demonstrating a strong commitment to quality and safety.

Overview

13
13
years of professional experience

Work History

WHITE GLOVE SERVICE/ AGENT-IN-CHARGE/ AREA EQUIPMENT MAINTENANCE/ DEICING QUALIFIED/POINT DISPATCHER/QUALITY CONTROL/SPRINGSHOT COORDINATOR/AREA TRAINER/FRONTLINE INVOLVEMENT TEAM/WELLBEING CHAMPION

DELTA AIR LINES
03.2018 - Current
  • Ensuring proper handling and reuniting mobility device(s) with respective customers, as well as transferring customer owned assistive and mobility devices
  • Inspecting, photographing, and accurately documenting the condition of mobility devices upon arrival, and involving CROs and Red Coats when it is necessary for a passenger to create a file for damage to his or her personally owned device
  • Utilizing designated operating systems; Avtech, DLTerm, and Microsoft Office
  • Implementing high levels of analytical skills creating solutions to alleviate failures of service to passengers traveling with personal devices on contracted carrier flights
  • Supporting leadership through developing communications and expectations of a cross functional working team, mobility passengers, and mobility personnel with partnering airlines, to ensure successful transport and returning of assistive and mobility devices being transported on partnered airline flights
  • Providing leadership to front line teams and all aspects of ground operations including load planning, baggage and cargo handling
  • Minimize missed connections of baggage
  • Operational liaison between Delta and all contracted business partners within a station
  • Meeting and exceeding all key performance indicators through strategic thought processes and decision-making
  • Promote passenger satisfaction and dedication to the Delta brand
  • Leading and dispatching over 80 agents to maintain excellent customer service while monitoring at-risk behaviors through daily safety observations and provide coaching, training, and corrective action, as necessary
  • Analyze KPIs to improve staff efficiency and customer service levels
  • Area Learning Resource Agent, ensuring area agents are within computer based and on the job training compliance in all areas required to perform daily operational duties
  • Advising and ensuring agents are aware of individual access to company provided programs and resources to promote total wellness and wellbeing, including physical, mental, and financial health

REROUTE

DELTA AIR LINES
10.2014 - 03.2018
  • Communicated throughout all aspects of operational issues within the areas of Reroute’s areas responsibilities
  • Proficient use in DLTerm, World Tracer, scanning technology and other resources to reroute bags with the passengers
  • Sound decision making under pressure, acting proactively to solve customer issues per Delta protocol
  • Coordinated with above wing groups to provide service recovery promptly

ZONE8AM/ZONE1INTERNATIONALAM/ZONE5AM RAMP/LOCAL BAG DRIVER

DELTA AIR LINES
03.2012 - 10.2014
  • Ramp Agent in ATL in Zone 5 needed to lift 75lbs
  • Facilitated group efficiency by supervising wing walkers
  • Maintained quality control/satisfaction records and constantly analyzed data to improve customer service
  • Communication with various departments as well as crew to ensure maximum flight and operation efficiency
  • Ensuring a safe, reliable, on time operation to include loading and off-loading baggage, mail, cargo, Dash, and animals safely and efficiently
  • Inspecting ground service equipment
  • Generating and handling required FAA documents and to affectively load departing aircraft to ensure required safety standards are met

Education

BACHELOR OF SCIENCE - Elementary Education, Mild/Moderate Learning Disabilities

INDIANA UNIVERSITY-PURDUE UNIVERSITY FORT WAYNE
FORT WAYNE, IN, INDIANA
05.2006

Skills

  • Excellent Customer Service
  • Quality Assurance / Control
  • Working Knowledge of Delta policies and Procedures
  • Organizational Skills
  • Verbal and Written Communication
  • Team Building
  • Staff Training and Compliance
  • Interpersonal Skills
  • Data Analytics
  • Process Improvements
  • Documentation and Reporting
  • Customer Service
  • Team Collaboration
  • Strong Work Ethic
  • Quality Inspection
  • Multitasking and Organization

Timeline

WHITE GLOVE SERVICE/ AGENT-IN-CHARGE/ AREA EQUIPMENT MAINTENANCE/ DEICING QUALIFIED/POINT DISPATCHER/QUALITY CONTROL/SPRINGSHOT COORDINATOR/AREA TRAINER/FRONTLINE INVOLVEMENT TEAM/WELLBEING CHAMPION

DELTA AIR LINES
03.2018 - Current

REROUTE

DELTA AIR LINES
10.2014 - 03.2018

ZONE8AM/ZONE1INTERNATIONALAM/ZONE5AM RAMP/LOCAL BAG DRIVER

DELTA AIR LINES
03.2012 - 10.2014

BACHELOR OF SCIENCE - Elementary Education, Mild/Moderate Learning Disabilities

INDIANA UNIVERSITY-PURDUE UNIVERSITY FORT WAYNE

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