Joan Casley
Sharpsburg,GA
Summary
Performance-driven leader with 26+ years of experience in aviation and hospitality, specializing in operational management, employee support, regulatory compliance, and executive communications. Proven success in leading multi-channel service teams, driving process improvements, and fostering high-performing, collaborative environments. Recognized for leveraging data and technology to enhance service delivery and employee satisfaction. Passionate about developing talent and supporting organizational growth in alignment with Deltas core values of Integrity, Resilience, Care, and Servant Leadership
Overview
34
34
years of professional experience
1
1
Certification
Work History
Operations Service Manager - Sky Club
Delta Air Lines, Inc
03.2023 - Current
- Lead daily operations for Sky Club, ensuring optimal staffing and high service standards across digital and in-person channels.
- Oversee team performance, conduct huddles, and collaborate with service partners to uphold facility and guest experience standards.
- Manage case queues and resource allocation, leveraging performance metrics to drive productivity and timely resolution of employee and guest inquiries.
- Implement process improvements and advocate for technical solutions, streamlining check-in and enhancing guest satisfaction.
- Lead recruiting, onboarding, and training for new hires and contractors, fostering a welcoming and knowledgeable team environment.
- Support HR initiatives and collaborate with cross-functional teams to resolve escalated issues and share knowledge.
- Recognized for developing new staff training initiatives that improved guest feedback and operational consistency.
- Managed a team of service professionals to ensure high-quality customer satisfaction and timely resolution of issues.
Operations Service Manager
Delta Air Lines, Inc
10.2021 - 03.2023
- Managed team performance using NPS and KPIs, driving continuous improvement in service delivery.
- Coordinated emergency responses and ensured compliance with safety protocols.
- Provided coaching and corrective action to promote a safety-conscious, high-performing culture.
- Maintained open communication with management and staff to resolve issues and enhance productivity.
- Credited with launching recognition programs that increased engagement and strengthened team morale.
- Implemented new training programs for staff members, boosting employee engagement and skillsets.
Customer Solutions Supervisor
Delta Air Lines, Inc
12.2018 - 09.2021
- Oversaw email correspondence from the Better Business Bureau, Attorney General, and Executive Escalations, resolving complex issues while strictly adhering to company policies and procedures, modeling Integrity and professionalism.
- Demonstrated Care by mentoring and supporting service associates, fostering a collaborative and client-centric culture.
- Practiced Servant Leadership by stepping in to assist team members during high-volume periods, prioritizing team success.
- Showed Resilience by resolving complex customer complaints with empathy and perseverance, maintaining high standards during challenging situations.
- Managed employee and customer support via phone, email, and digital channels, ensuring timely and accurate solutions.
- Trained and mentored team members to boost productivity, accuracy, and dedication to friendly service.
- Managed correspondence with regulatory agencies and executive leadership, ensuring timely and accurate responses.
- Streamlined escalation processes, leading to improved customer satisfaction and faster resolution of critical cases
- Ensured compliance with industry standards by maintaining up-to-date knowledge of trends and regulatory requirements.
Drug and Alcohol Counselor
Arise Rehabilitation
02.2019 - 02.2020
- Provided confidential, compassionate support to clients and families, embodying Care and Integrity.
- Helped clients overcome setbacks and supported their long-term recovery, demonstrating Resilience.
- Facilitated group sessions and connected individuals to vital resources, practicing Servant Leadership.
- Implemented evidence-based interventions that contributed to improved client outcomes.
- Expanded community outreach efforts, resulting in increased awareness of available substance abuse resources and prevention initiatives.
Customer Care Supervisor
Delta Air Lines, Inc
10.2017 - 12.2018
- Mentored new hires, imparting essential skills and building a client-centric approach for optimized outcomes.
- Produced operational reports and ensured smooth workflow and effective communication.
- Applied critical thinking to analyze and resolve customer inquiries and complaints, delivering exceptional, tailored service.
- Practiced Integrity and Care by maintaining transparency and supporting team members development.
- Introduced targeted service training and process improvements, resulting in a noticeable reduction in repeat customer complaints.
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
International Passenger Service Agent-Red Coat
Delta Air Lines, Inc
06.2007 - 10.2017
- Upheld Integrity and compliance by implementing rigorous security measures and adhering to operational protocols.
- Delivered Care by educating passengers on safety and emergency procedures, ensuring their comfort and confidence.
- Fostered Resilience by adapting to rapidly changing flight schedules and high-pressure environments, maintaining positive guest interactions.
- Practiced Servant Leadership by coordinating scheduling and assignments for a diverse team of 75+, supporting colleagues development and well-being.
- Consistently achieved strong safety audit results and contributed to shorter guest wait times through process improvements
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
Domestic-International -Red Coat
Atlantic Southeast Airlines
03.1997 - 05.2007
- Managed flight and crew records with precision and honesty, modeling Integrity.
- Assisted passengers with ticketing, baggage, and documentation, ensuring a seamless travel experience and demonstrating Care.
- Navigated operational disruptions and resolved conflicts calmly, showing Resilience.
- Supported team cohesion and growth by leading scheduling, work assignments, and process improvements.
- Recognized for maintaining flawless flight logs and optimizing team schedules to improve efficiency
Correctional Officer Psych Ward
GA Department of Corrections
06.1995 - 03.1997
- Maintained Integrity and discipline in all recordkeeping and interactions.
- Provided Care and support to inmates during transitions, ensuring safety and dignity.
- Demonstrated Resilience by managing high-stress situations with composure and fairness.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
Residential Youth Counselor/Case Manager Specialist
Crossroads Youth Group Home
08.1991 - 06.1995
- Developed personalized interventions and advocated for residents well-being, modeling Care and Servant Leadership.
- Maintained Integrity in progress reporting and treatment planning.
- Demonstrated Resilience through crisis intervention and conflict resolution
- Conducted intake assessments on new residents, accurately identifying needs and developing appropriate action plans in response.
- Supported residents'' educational goals through tutoring, supervision during homework sessions, and advocating for necessary accommodations.
Education
Master of Arts - Professional Leadership
Middle Georgia State University
Macon, GA03-2026
Bachelor of Arts - Human Relations
Point University,
West Point, GA05-2019
Skills
- Multi-Channel Employee Support (Call Center, Digital)
- ServiceNow & Case Management Systems
- Team Leadership & Coaching
- Onboarding & Training- Process Improvement & Innovation
- Data Analysis & KPI Management- Knowledge Management
- Cross-Functional Collaboration
- Conflict Resolution & Employee Relations
- Customer Experience Enhancement- Policy Development
Certification
EKG Certification, Burlington Technical Community College, Medford, NJ
Delta Leadership & Community Involvement
Delta Care Team, 2017-Present
One L Mentor, 2023-2024
BRG -SHE Women's and Business Resource Group,2025
Timeline
Operations Service Manager - Sky Club
Delta Air Lines, Inc
03.2023 - Current
Operations Service Manager
Delta Air Lines, Inc
10.2021 - 03.2023
Drug and Alcohol Counselor
Arise Rehabilitation
02.2019 - 02.2020
Customer Solutions Supervisor
Delta Air Lines, Inc
12.2018 - 09.2021
Customer Care Supervisor
Delta Air Lines, Inc
10.2017 - 12.2018
International Passenger Service Agent-Red Coat
Delta Air Lines, Inc
06.2007 - 10.2017
Domestic-International -Red Coat
Atlantic Southeast Airlines
03.1997 - 05.2007
Correctional Officer Psych Ward
GA Department of Corrections
06.1995 - 03.1997
Residential Youth Counselor/Case Manager Specialist
Crossroads Youth Group Home
08.1991 - 06.1995
Master of Arts - Professional Leadership
Middle Georgia State University
Bachelor of Arts - Human Relations
Point University,
Similar Profiles
Robert SixtaRobert Sixta
First Officer at Delta Air Lines - Endeavor AirFirst Officer at Delta Air Lines - Endeavor Air
ROBERT CARTERROBERT CARTER
International Turn Agent at Delta Air Lines, IncInternational Turn Agent at Delta Air Lines, Inc
Marta MossMarta Moss
Flight Attendant at Delta Air Lines, Inc.Flight Attendant 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.
CARALEE CAUDELLECARALEE CAUDELLE
Adjunct Professor at Auburn UniversityAdjunct Professor at Auburn University