Regina Lias
Hawthorne,CA
Summary
Service-driven professional with a 15-year background in customer service. Driving results with a touch of hospitality and professionalism. Performs in a high paced environment, while seeking new opportunities for professional and personal challenges. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Elite Service Ambassador
Delta Air Lines, Inc
06.2023 - Current
- Balanced multiple tasks simultaneously without sacrificing quality or timeliness of service provided.
- Dispatching and scheduling
- Adapted quickly to changing circumstances or new information, ensuring seamless continuity of service delivery during unexpected situations.
- Provided personalized attention to high profile guest, catering their experience to individual preferences and needs.
- RAD Trainer certified
SKY CLUB LEAD
DELTA AIR LINES
11.2018 - 06.2023
- Onboard and train new employees, including monitoring and review individual performance and knowledge retention
- Build and maintain relationships with various vendors, who service and support the Sky Club
- Ability to use time management skills to prioritize and multi-task
- Able to remain calm and professional in stressful circumstances and effectively diffusing situations when necessary
- Oversee and manage payment processing, adjustments, and invoicing for the department
- Curated and coordinate customer engagement events with a focus on NPS
- Introduced new ideas that were implemented system wide, which helped achieve the highest NPS scores for Lax Sky Club
- Work with key Project manager for necessary repairs, replacement and shipment of furniture
- Exemplifying professional behavior while delivering positive guidance with a servant leadership approach
- Working successfully with service partners and coworkers to accomplish goals and address issues related to products and services.
SKY CLUB AIC
Delta Air Lines, Inc
07.2017 - 11.2018
- Identified operational and performance issues and worked with managers to resolve concerns
- Served as liaison between leadership and ambassadors to implement new improvement plans and changes
- Planned monthly and daily schedule assignments for effective coverage
- Formally introduced to leadership responsibilities, performance and expectations
- Started building relationships with vendors and suppliers for operational upkeep, repairs, ordering etc
- Order, track and maintain inventory.
SKY CLUB AMBASSADOR
Delta Air Lines, Inc.
01.2015 - 07.2017
- Delivered a high level of customer service through prompt issue resolution and dynamic attention to detail
- Served guests with enthusiastic, helpful demeanor, to promote positive memorable experiences
- Help build a strong base of loyal customers through friendly interactions and professional engagement.
TICKETING AND GATE AGENT
Delta Air Lines, Inc
05.2012 - 01.2015
- Assisted customers with check-in, ticket purchases, baggage and special service request, Sky Zone etc
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills
- Coordinated with leadership, the tower and ramp for on time departures.
Skills
- Staff training and development
- Data entry and Clerical duties
- Financial processing and payments
- Customer Engagement and retention
- Time management
- Conflict resolution
- Collaboration
References
References available upon request
Timeline
Elite Service Ambassador
Delta Air Lines, Inc
06.2023 - Current
SKY CLUB LEAD
DELTA AIR LINES
11.2018 - 06.2023
SKY CLUB AIC
Delta Air Lines, Inc
07.2017 - 11.2018
SKY CLUB AMBASSADOR
Delta Air Lines, Inc.
01.2015 - 07.2017
TICKETING AND GATE AGENT
Delta Air Lines, Inc
05.2012 - 01.2015
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