Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Kurt Gilbert

Kurt Gilbert

Atlanta,GA

Summary

Forward-thinking Training Specialist with over 10 years of relevant work experience. Strong background in facilitator and computer-led training, specializing in soft and technical skills. I create realistic & measurable goals and provide tools & resources to accomplish success. My training style is fair & firm, leading with clear boundaries and expectations with a willingness to be open minded and adapt to change. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Skilled [Job Title] knowledgeable about monitoring metrics and maximizing team success in fast-paced [Type] settings. Performance- and quality-driven with [Number] years of experience. Natural leadership talent with motivational approach.

Overview

14
14
years of professional experience

Work History

Coordinator

Delta Air Lines
07.2021 - 01.2024
  • Managed telephony platforms supporting 4,000 daily worldwide flights from Delta's Network Operations Center.
  • Developed strategies to improve operational procedures and reduce costs.
  • Drafted reports summarizing progress on various projects for upper-level management review.
  • Facilitated communication between different departments in order to resolve issues quickly.

Airport Customer Service

Delta Air Lines
07.2020 - 07.2021
  • Maintained a consistent and impressive 90% customer service rating score in 2020, further enhancing it to an outstanding 92% in 2021.
  • Provided customer service to travelers in the form of answering questions, resolving complaints, and providing directions.
  • Greeted passengers upon arrival and departure, providing ticketing assistance and general information.
  • Assisted with baggage check-in and tagging for customers.
  • Ensured accurate completion of passenger documentation such as tickets, boarding passes, customs forms.
  • Monitored airport security checkpoints to ensure compliance with safety regulations.

Manager

BCD Travel
03.2017 - 07.2021
  • Supervised and coached 60+ remote employees from various companies.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Recruited and hired qualified candidates to fill open positions.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Interviewed prospective employees and provided input to HR on hiring decisions.

Training Specialist

BCD Travel
03.2017 - 07.2021
  • Conducted 4 annual 10-week training classes with 15 trainees each.
  • Developed and maintained training materials, including job aids, handouts, and presentations.
  • Created assessments to evaluate the effectiveness of training programs.
  • Facilitated classroom instruction for groups up to 30 students.
  • Coordinated with subject matter experts in order to develop comprehensive training content.
  • Provided technical support during online training events using web conferencing tools.

System Administrator

Delta Air Lines
11.2013 - 01.2016
  • Procured $1 million annual budget for modifying and integrating third-party software products, enhancing system compatibility.
  • Configured and maintained system hardware, software and network components.
  • Monitored system performance to ensure optimal operations and identified potential issues.
  • Installed, tested and evaluated new systems, applications and patches.
  • Created user accounts and managed access rights for users.
  • Troubleshot application errors and provided technical support to end-users.

Program Manager (Learning)

Delta Air Lines
11.2011 - 11.2013
  • Managed annual revenue of $2 million to enhance learning design training for diverse Reservation programs
  • Developed project plans, identified risks, set objectives and monitored progress towards completion.
  • Coordinated with internal stakeholders to ensure successful implementation of the program initiatives.
  • Communicated regularly with external partners to ensure alignment of strategies and goals.
  • Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.

Analyst

Delta Air Lines
09.2009 - 11.2011
  • Designed and created a comprehensive Baggage Fee Chart for Delta.com as a valuable contribution to Delta's Knowledge Management team
  • Achieved a 37% increase in worldwide user visibility over the span of one year.
  • Created reports, presentations, and other documentation for stakeholders.
  • Gathered requirements from stakeholders to inform system design decisions.
  • Provided recommendations based on data analysis results.

Education

Bachelor’s Degree - Mass Communications

College of Journalism, University of Florida

Skills

  • Leadership
  • Creativity
  • Organization
  • Communication
  • Time Management
  • Project Management
  • Document Management
  • Customer Service
  • Project Coordination
  • Process Improvement
  • Operations Management
  • CRM Software
  • MS Office

Accomplishments

  • 2023 Delta Chairman's Club Award nominee

Timeline

Coordinator

Delta Air Lines
07.2021 - 01.2024

Airport Customer Service

Delta Air Lines
07.2020 - 07.2021

Manager

BCD Travel
03.2017 - 07.2021

Training Specialist

BCD Travel
03.2017 - 07.2021

System Administrator

Delta Air Lines
11.2013 - 01.2016

Program Manager (Learning)

Delta Air Lines
11.2011 - 11.2013

Analyst

Delta Air Lines
09.2009 - 11.2011

Bachelor’s Degree - Mass Communications

College of Journalism, University of Florida

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