JOAN CASLEY
Sharpsburg,GA
Summary
Seasoned Service Manager bringing 25 years of Airline experience. Proficient in business practices, standards of operation, and customer needs. An empowering leader with a passion for developing teams with a focus on exceptional service delivery and customer retention.
Overview
27
27
years of professional experience
Work History
Operations Service Manager
Delta Air Lines, Inc
Atlanta, GA
10.2021 - Current
- Serve as an operational liaison between Delta and all contracted business partners within a station
- Monitor and oversee at-risk behaviors through daily safety observations and provide coaching, training, and corrective action as needed
- Ensure and maintain compliance according to the station
- Safety Business Plan
- Participate in and manage performance appraisals, quality-assurance observations, performance discussions, coaching and counseling, and administrative action.
Customer Solutions Supervisor
Delta Air Lines, Inc
Atlanta, GA
12.2018 - 09.2021
- Evaluate customer information to explore issues, develop potential solutions and maintain high-quality service
- Appointed Customer Care Escalations Specialist handling email correspondence from the Better Business Bureau, Attorney General, and other company Executives, while enforcing policies and procedures
- Update executives on changing business needs by thoroughly documenting internal and client meetings
- Resolve conflicts and negotiate a mutually beneficial agreement between parties
- Interact with customers professionally by phone, email or in-person to provide information and directed to desired staff members
- Document professional memos, letters, and marketing copy to support business objectives and growth
- Review company forms, marketing materials, and communication procedures for compliance with applicable laws and guidelines
- 24+ team members were appointed to handle high-risk flightoperations and preventative safety maintenance issues.
Customer Care Supervisor
Delta Air Lines, Inc
Atlanta, GA
10.2017 - 12.2018
- Trained and developed new hires to drive client performance by teaching and emphasizing key skills, procedures, and performance optimization strategies from day one
- Managed flight itinerary updates and communicate changes to appropriate air travel control contacts to optimize movements and protect aircraft
- Prepared a variety of different written communications, reports, and documents to ensure smooth operations
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Resolved customer requests, questions, and complaints by analyzing individual situations and determining the best use of resources.
Domestic Passenger Service Agent
Delta Air Lines, Inc
Atlanta, GA
06.2007 - 10.2017
- Managed team member schedules and work assignments
- Monitored security and maintained operational protocols
- Checked in luggage and confirmed all carry-on items met federal guidelines
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries
- Suggested various packages and amenities to guests, as travel helping each find perfect accommodations to fit personal needs
- Informed clients of essential travel information, such as visa requirements times, transportation connections, medical and to facilitate quality service
- Managed online booking inquiries and assisted guests and travel partners with questions throughout the entire booking cycle.
Domestic Passenger Service Agent
Atlantic South East Airlines
Atlanta, GA
03.1997 - 05.2007
- Maintained flight and events logs, aircrew flying records, and flight operations records of incoming and outgoing flights
- Conducted departure and arrival briefings
- Provided passenger assistance at the ticket counter and gate areas by issuing tickets, checking baggage, and assigning seats.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Managed team member schedules and work assignments.
Correctional Officer
Georgia Department Of Corrections Prison
Atlanta, GA
06.1995 - 03.1997
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted routine and emergency headcount.
- Prepared, processed, and maintained forms, reports, logs, records, and activity journals.
- Observed and supervised inmates throughout visits, mealtime, recreation, phone calls, and showers.
- Tracked inmates through t headcount, visitor logs, and scheduled activities.
- Inspect worksites and crew trucks for contraband, cleanliness, and safety.
- Received and accounted for personal possessions and determined inmate work assignments.
- Booked new inmates into the facility and processed inmates for release.
- Completed intake paperwork, fingerprints, and searches.
- Delivered inmates to work sites and returned safely by following protocols.
- Led intake and processing of inmates by handling paperwork, searches, interviews, and fingerprinting.
- Addressed inquiries from the gneral public, other staff, inmates, and visitors to resolve concerns.
Education
Bachelor of Science - Human Relations
Point University
2019
Skills
- Staff Management
- Microsoft Outlook, Word, Excel
- Delta Term,Spils ,Snapp,Tableau
- Training and mentoring
- Customer-focused
- Team Building
- Effective problem solver
- Administrative support
- Schedule Management
- Customer Relations
- Conflict Resolution
- Recruitment and Hiring
- Policy Development and Enforcement
- Verbal and Written Communication
Timeline
Operations Service Manager
Delta Air Lines, Inc
10.2021 - Current
Customer Solutions Supervisor
Delta Air Lines, Inc
12.2018 - 09.2021
Customer Care Supervisor
Delta Air Lines, Inc
10.2017 - 12.2018
Domestic Passenger Service Agent
Delta Air Lines, Inc
06.2007 - 10.2017
Domestic Passenger Service Agent
Atlantic South East Airlines
03.1997 - 05.2007
Correctional Officer
Georgia Department Of Corrections Prison
06.1995 - 03.1997
Bachelor of Science - Human Relations
Point University
Similar Profiles
Robert SixtaRobert Sixta
First Officer at Delta Air Lines - Endeavor AirFirst Officer at Delta Air Lines - Endeavor Air
Ravindra DadhichRavindra Dadhich
Managing Director, Operations at Delta Air Lines, IncManaging Director, Operations at Delta Air Lines, Inc
Alayzja WashingtonAlayzja Washington
Production Control Auditor at Delta Air Lines, IncProduction Control Auditor at Delta Air Lines, Inc
Alexander ButlerAlexander Butler
Ground Safety Advocate at Delta Air Lines, IncGround Safety Advocate at Delta Air Lines, Inc
Taylor JohnsonTaylor Johnson
Inside Sales Representative - Western Region at Hitachi Construction Machinery Americas, Inc.Inside Sales Representative - Western Region at Hitachi Construction Machinery Americas, Inc.