Margaret Coleman
Summary
Accomplished Delta Air Lines professional with a robust background in customer service and logistics coordination. Excelled in enhancing customer satisfaction and streamlining operations, evidenced by mentoring new staff and implementing efficient systems. Skilled in emergency preparedness and adept at fostering positive customer relations. Demonstrated leadership in achieving operational excellence and maintaining compliance with industry standards.
Overview
40
40
years of professional experience
Work History
Sr. Customer Service Agent-Ticket Counter /Gates
Delta Air Lines, Inc
10.1984 - Current
- Professionally assist and responded to customer inquiries.
- Provided expert knowledge to assist customers in making informed decisions about their travel plans.
- Warmly welcomed customers upon approaching counter and traveling.
- Mentored new team members on best practices for exceptional counter service, promoting a culture of continuous improvement.
- Handled customer complaints professionally, resolving issues promptly and maintaining customer loyalty.
Cargo/Logistics Coordinator
Delta Air Lines, Inc
12.1997 - 03.2021
- Created reports to provide insights into logistics operations and performance.
- Coordinated shipments and tracked progress to facilitate timely delivery.
- Tracked orders and notified customers of status or potential delays.
- Trained new employees on logistics procedures, promoting a consistent approach across the team.
- Implemented a warehouse organization system that increased storage capacity and accessibility.
- Developed relationships with key vendors, securing they continue to utilize Delta Cargo.
- Ensured compliance with industry regulations, reducing the risk of fines or penalties.
- Managed loading, unloading, movement, and sorting of supplies to keep deliveries on schedule.
Supervisory/OSM Ticket Counter
Delta Air Lines, Inc
10.1996 - 11.1997
- Mentored new team members on best practices for exceptional counter service, promoting a culture of continuous improvement.
- Increased customer satisfaction by providing efficient and friendly service at the counter.
- Managed cash transactions for accurate accounting and minimized discrepancies.
- Handled customer complaints professionally, resolving issues promptly and maintaining customer loyalty.
- Warmly welcomed customers upon approaching counter and during their travel plans.
- Responsible for scheduling agents to optimize flight coverage.
Passenger Service Agent
Delta Air Lines, Inc
11.1995 - 10.1996
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Oversaw Code Share operation with Virgin Atlantic Air and Varig Airlines.
Education
LVN-Licensed Vocational Nurse - Nurse Assistant
Sheridan Vocational
Hollywood, FL06-1984
High School Diploma -
Nova High School
Davie, FL06-1983
Skills
- American Red Cross/First aid training and Severe Bleeding Certified
- Emergency preparedness
- Certified Lifeguard and Water Safety Instructor
Accomplishments
Collaborating with the FIT Team and Uniform Design Team to finalize the New Delta Uniform for 2025.
PBI FIT Agent assisting the Uniform Sub Committee.
Being part of the FIT Uniform team has been an amazing opportunity, knowing that what I help to design will be a part of Delta's future and history for decades to come.
Timeline
Cargo/Logistics Coordinator
Delta Air Lines, Inc
12.1997 - 03.2021
Supervisory/OSM Ticket Counter
Delta Air Lines, Inc
10.1996 - 11.1997
Passenger Service Agent
Delta Air Lines, Inc
11.1995 - 10.1996
Sr. Customer Service Agent-Ticket Counter /Gates
Delta Air Lines, Inc
10.1984 - Current
LVN-Licensed Vocational Nurse - Nurse Assistant
Sheridan Vocational
High School Diploma -
Nova High School
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