Lakisha “Kb” Bolling
Summary
Leader with progressive Delta Air Lines experience across Cabin Operations, Customer Experience, Training, and Facilitation. Former Employee Engagement Committee (EEC) member who served as a liaison between frontline employees and leadership to strengthen communication, employee engagement, and workplace experience. Skilled in operational coordination, aircraft readiness, delay prevention, employee support, and customer experience excellence in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Ground Coordinator
Delta Air Lines
04.2026 - Current
- Coordinate team assignments by directing workgroups to aircraft priorities and operational needs.
- Track servicing timelines and communicate updates to support on-time departures and operational flow.
- Partner with management, tower personnel, and cross-functional departments to minimize delays and maintain efficiency.
Cabin Experience Agent
Delta Air Lines
03.2026 - Current
- Set the tone for the customer experience through aircraft cleanliness, presentation, and readiness.
- Perform cabin preparation and aircraft safety searches in accordance with Delta operational standards.
- Support efficient aircraft turnarounds and collaborate with operational teams to maintain safe, timely departures.
Employee Engagement Committee (EEC) Member
Delta Air Lines
05.2024 - 03.2026
- Served as a liaison between frontline employees and leadership to strengthen communication and employee engagement.
- Advocated for employee concerns, feedback, and workplace experience improvements.
- Partnered with leadership to help foster a positive, supportive, and collaborative work environment.
Customer Experience Supervisor
Delta Air Lines
02.2023 - 03.2026
- Resolved complex customer escalations while protecting the Delta brand and strengthening customer loyalty.
- Provided coaching, policy guidance, and operational support to frontline employees.
- Collaborated across departments to improve service outcomes and operational efficiency.
Side-by-Side Ambassador
Delta Air Lines
06.2022 - 05.2023
- Facilitated observational learning opportunities for internal and external leaders.
- Provided operational insight into frontline customer service workflows and customer interaction management.
Customer Experience Specialist
Delta Air Lines
02.2022 - 02.2023
- Managed reservations, ticketing, travel changes, and service recovery in a high-volume environment.
- Delivered efficient and empathetic customer service while maintaining operational accuracy.
Messaging Predefined Content Ambassador
Delta Air Lines
12.2019 - 07.2020
- Created predefined messaging responses to improve communication consistency and operational efficiency.
Customer Experience Specialist - Messaging Pilot Program
Delta Air Lines
05.2019 - 07.2020
- Selected as one of Delta's original Messaging Pilot Agents helping launch the department.
- Delivered thoughtful and empathetic digital customer support across travel-related services.
Reservations Learning Champion
Delta Air Lines
05.2018 - 07.2020
- Supported onboarding efforts and coached newly trained agents handling Premium Sales & Service calls.
Premium Sales & Service Beta Transition Training Support
Delta Air Lines
01.2019 - 12.2019
- Selected for Delta's beta transition class during the conversion to a Premium Sales & Service call center.
- Assisted in training frontline employees and leadership teams on updated processes and operational procedures.
Skills
- Cabin Operations
- Aircraft Safety Searches
- Team Leadership
- Operational Coordination
- Facilitation & Coaching
- Delay Prevention
- Cross-Functional Communication
- Employee Engagement
- Customer Experience
- Safety & Compliance
Timeline
Ground Coordinator
Delta Air Lines
04.2026 - Current
Cabin Experience Agent
Delta Air Lines
03.2026 - Current
Employee Engagement Committee (EEC) Member
Delta Air Lines
05.2024 - 03.2026
Customer Experience Supervisor
Delta Air Lines
02.2023 - 03.2026
Side-by-Side Ambassador
Delta Air Lines
06.2022 - 05.2023
Customer Experience Specialist
Delta Air Lines
02.2022 - 02.2023
Messaging Predefined Content Ambassador
Delta Air Lines
12.2019 - 07.2020
Customer Experience Specialist - Messaging Pilot Program
Delta Air Lines
05.2019 - 07.2020
Premium Sales & Service Beta Transition Training Support
Delta Air Lines
01.2019 - 12.2019
Reservations Learning Champion
Delta Air Lines
05.2018 - 07.2020