Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mackenzie Jensen

Minneapolis,Minnesota

Summary

Currently serving as a Team Lead at Delta in Premium Sales and Services, I coach my team to deliver world class service rooted in Delta’s commitment to excellence. I prioritize problem solving and continuous performance improvement to exceed the expectations of our most valued customers.

Overview

6
6
years of professional experience

Work History

CUSTOMER EXPERIENCE TEAM LEAD

DELTA AIR LINES
06.2024 - Current
  • Cultivated a positive team culture through ongoing coaching, recognition, and development initiatives to enhance performance and engagement.
    • Monitored team performance metrics and used data insights to drive service quality improvements and operational efficiency.

GLOBAL TICKETING SUPPORT

DELTA AIR LINES
03.2024 - 06.2024
  • Global Ticketing Support is a specialized line of business, which supports all frontline specialists and airport agents with manual ticketing reissues and by solving ticketing problems.

CUSTOMER EXPERIENCE SPECIALIST

DELTA AIR LINES
03.2023 - 03.2024
  • Provided personalized customer support to maintain customer loyalty and satisfaction
  • Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.

PERSONAL ASSISTANT

MATTHEW THAYER
01.2022 - 03.2023
  • Managed high volume client communications through calls and emails, ensuring clear, professional, and timely message delivery.
  • Coordinated logistics for special events and engagements, demonstrating attention to detail and strong organizational skills.

RESERVATIONS AGENT

SUN COUNTRY AIRLINES
05.2021 - 01.2022
  • Informed clients of essential travel information, such as travel times, transportation connections and medical and visa requirements.

CAMPUS BRAND AMBASSADOR

COCA-COLA
12.2019 - 05.2021
  • Engaged with customers at special events and on social media, discussing brand and trends.

Education

Associate In Arts (A.A.) In Digital Marketing -

DAKOTA COUNTY TECHNICAL COLLEGE

Skills

  • Team Leadership
  • Performance Analysis
  • Issue Resolution
  • Customer Experience
  • Culture Building
  • Premium Guest Support

Timeline

CUSTOMER EXPERIENCE TEAM LEAD

DELTA AIR LINES
06.2024 - Current

GLOBAL TICKETING SUPPORT

DELTA AIR LINES
03.2024 - 06.2024

CUSTOMER EXPERIENCE SPECIALIST

DELTA AIR LINES
03.2023 - 03.2024

PERSONAL ASSISTANT

MATTHEW THAYER
01.2022 - 03.2023

RESERVATIONS AGENT

SUN COUNTRY AIRLINES
05.2021 - 01.2022

CAMPUS BRAND AMBASSADOR

COCA-COLA
12.2019 - 05.2021

Associate In Arts (A.A.) In Digital Marketing -

DAKOTA COUNTY TECHNICAL COLLEGE

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