JACQUELYN BROCK
EAST POINT,GA
Overview
15
15
years of professional experience
1
1
Certification
Work History
Lead Employee Service Center
Delta Air Lines, Inc
10.2023 - Current
- Resolved payroll discrepancies quickly and successfully.
- Maintained strict confidentiality of all payroll information and records.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Maintained accurate records of all absences, truancy issues and disciplinary actions.
- Research analytics with high school students on how to make the gate house experience for our customers more enjoyable.
Cargo Specialist
Delta Air Lines, Inc
01.2023 - 10.2023
- Implemented and maintained security protocols to safeguard cargo shipments.
- Updated clients on cargo and mail statuses by closely monitoring receipt and tracking processes.
- Coordinated and verified proper dispatch of cargo shipments, working closely with different departments to resolve issues.
- Prepared hazardous material shipments in compliance with safe handling practices.
On-Board Service Ramp Safety Coordinator
Delta Air Lines, Inc
06.2021 - 01.2023
- Conducted safety observation of both facility and ramp operations and provides corrective action feedback to mitigate safety and risks
- Performed follow-up observations and verifies implementation of corrective actions by operational areas
- Contributed towards lowering Delta aircraft damage and business partner injuries 35% by implementing strict policies focused on current safety protocols
- Hosted four Safety committee monthly meetings that resulted in a 25% contribution to the development of the On-board Services Standard Operating Policies and Procedures.
Lead Cargo Agent
Delta Air Lines
02.2020 - 06.2021
- Organized efficient passage of goods through customs, working in collaboration with customs brokers to streamline processes
- Trained junior team members and mentor on important procedures
- Collaborated with team members to meet daily demands and handle challenging projects
- Directed and participated in cargo loading and unloading to ensure completion of load and even weight distribution.
Customer Solution Supervisor
Delta Air Lines
07.2017 - 02.2020
- Drove customer satisfaction by addressing and providing swift resolution for escalated complaints by collaborating with team members to achieve creative solutions, which help drive up positive Net Promoter Score with our customers.
- I was awarded a certificate for being in the top 10% for maintaining a positive Net Promoter Score of 80%.
- Promoted efficiency and productivity by coordinating daily department workflow
- Resolved customers' service or billing complaints by exchanging merchandise, refunding money, or adjusting bills
- Worked with Disability and Discrimination Desk with emails.
Airport Customer Service Agent
Delta Air Lines
02.2016 - 06.2017
- Resolved customer concerns, including tracing lost, delayed, and misdirected baggage
- Helped passengers find designated locations for baggage checking and aircraft boarding
- Calculated travel fares and service fees to offer competitive pricing structures
- Oversaw employee work schedules and delegated daily assignments.
ALA Ramp Agent
Delta Air Lines
01.2013 - 02.2016
- Managed ramp activities for inbound and outbound flights, including cabin and cargo services
- Handled passenger luggage, mail, and cargo in accordance with safety and privacy protocols
- Coordinated day-to-day schedules, tasks, and positions for ground crew
- Collected, sorted, and checked baggage tags against flight lists.
Customer Service Agent
Delta Air Lines, Ready
08.2009 - 01.2013
- Assembled and issued required documentation, such as tickets, travel insurance policies and itineraries
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills
- Improved customer satisfaction by finding creative solutions to problems
- Responded politely to passenger complaints regarding ticketing and baggage handling.
Education
EXECUTIVE MBA -
Texas Southern University
Houston, Texas08.2020
Skills
- Microsoft Suite 365
- Tableau
- Power BI
- ACS Systems: SNAPP, WebVision, and DeltaTerm
- Reservation Systems: Axis, and Phoenix
- CRS System: Apollo, Sabre, and Worldspan
- Learning Records Administrator
- Problem-Solving
- Customer Service
- MPS
- Salesforce
- Issue Resolution
- Teamwork and Collaboration
- Work Planning
Accomplishments
Chairman Club Nominee for 3 years
Certification
- Six Sigma Yellow Belt Certified (SSYBC) , Management and Strategy Institute
- Project Management Essentials Certified (PMEC) , Management and Strategy Institute
- Google Foundation of Digital Marketing and E-Commerce
Affiliations
- Gengage- Diversity, Equity, and Inclusion Committee
- Bold
- SHE
- Top Ladies of Distinction, Inc.- Executive Board
Timeline
Lead Employee Service Center
Delta Air Lines, Inc
10.2023 - Current
Cargo Specialist
Delta Air Lines, Inc
01.2023 - 10.2023
On-Board Service Ramp Safety Coordinator
Delta Air Lines, Inc
06.2021 - 01.2023
Lead Cargo Agent
Delta Air Lines
02.2020 - 06.2021
Customer Solution Supervisor
Delta Air Lines
07.2017 - 02.2020
Airport Customer Service Agent
Delta Air Lines
02.2016 - 06.2017
ALA Ramp Agent
Delta Air Lines
01.2013 - 02.2016
Customer Service Agent
Delta Air Lines, Ready
08.2009 - 01.2013
EXECUTIVE MBA -
Texas Southern University