JAMAL TURNER
Detroit
Summary
Frontline leader with extensive operational experience in dynamic environments. Proven expertise in leading teams through irregular operations, enhancing service recovery, and ensuring safety compliance. Strong focus on collaboration with cross-functional teams to drive operational performance and maintain high customer satisfaction.
Overview
11
11
years of professional experience
Work History
Leadership Development Program (LDP)
DELTA AIR LINES
Detroit
01.2026 - Current
- Selected for leadership pipeline program to develop frontline leadership skills
- Led decision-making scenarios to enhance safety protocols and service recovery efforts
- Collaborated with cross-functional teams to drive improvements in operational performance
Red Coat
DELTA AIR LINES
Detroit
01.2025 - Current
- Resolved complex customer issues, safeguarding brand integrity and enhancing customer satisfaction
- Led frontline operations for daily and irregular situations, ensuring seamless service delivery
- Coordinated with crews and leadership to achieve on-time performance targets
Certified Flight Instructor (CFI)
01.2019 - Current
- Instructed students in flight maneuvers and aviation safety protocols.
- Evaluated student performance through flight simulations and practical tests.
- Developed personalized lesson plans to meet individual student needs.
- Trained and mentored pilots, emphasizing safety and decision-making skills.
- Coached and provided feedback to enhance pilot development and progression.
Customer Service Agent
DELTA AIR LINES
Detroit
01.2024 - 01.2025
- Resolved customer issues through effective communication and problem-solving skills.
- Helped passengers with questions at the airport, providing accurate flight details.
- Processed ticket changes and cancellations efficiently for travelers.
- Trained new hires on safety protocols and service standards, enhancing team readiness
- Oversaw gate and lobby operations, ensuring smooth flow and customer satisfaction
Ramp Agent
DELTA AIR LINES
Detroit
01.2021 - 01.2024
- Loaded and unloaded luggage from aircraft efficiently and safely.
- Executed safe aircraft and baggage operations to ensure compliance with safety standards
- Operated ground support equipment to facilitate aircraft operations.
- Coordinated with flight crews to ensure timely baggage handling.
- Collaborated with teams to effectively reduce operational delays
Red Coat / CSA
DELTA GLOBAL SERVICES
01.2015 - 01.2021
- Led customer service operations, resolving escalated issues to enhance customer experience
- Maintained on-time departures, ensuring high levels of customer satisfaction
- Assisted customers with inquiries and resolved issues efficiently.
- Processed transactions accurately using point-of-sale systems.
- Educated customers on services and promoted new offerings.
Education
Associate of Science - Aviation
Northwestern Michigan College
Skills
- Operational leadership
- Business strategy
- Operational coordination
- Safety and compliance
- Safety protocols
- Crisis management
- Decision-making under pressure
- Service recovery
- Flight instruction
Aviation Leadership Experience
Certified Flight Instructor (CFI), 01/01/19, Present, Train and mentor pilots with focus on safety and decision-making, Provide consistent coaching and feedback to support development and progression.
Timeline
Leadership Development Program (LDP)
DELTA AIR LINES
01.2026 - Current
Red Coat
DELTA AIR LINES
01.2025 - Current
Customer Service Agent
DELTA AIR LINES
01.2024 - 01.2025
Ramp Agent
DELTA AIR LINES
01.2021 - 01.2024
Certified Flight Instructor (CFI)
01.2019 - Current
Red Coat / CSA
DELTA GLOBAL SERVICES
01.2015 - 01.2021
Associate of Science - Aviation
Northwestern Michigan College