Sakinah Stewart
Cincinnati,Ohio
Summary
Accomplished professional in customer service and operations, demonstrating expertise in team leadership, process improvement, and conflict resolution. Known for enhancing customer experiences through effective coaching, strategic oversight, and operational compliance, leading to increased efficiency and satisfaction.
Overview
14
14
years of professional experience
Work History
Lead Customer Service Experience Specialist
Delta Air Lines
Cincinnati, Ohio
01.2022 - Current
- Drive performance by observing agent-customer interactions and delivering targeted coaching.
- Reviewed performance metrics and implemented targeted actions for specialists needing improvement.
- Conducted coaching sessions with specialists to enhance individual skills and performance.
- Delivered recognition and confidence-building strategies to motivate specialists and boost performance.
- Acted as EET Tutor to improve metrics (SPS, CHT, iFSR) across the CVG Engagement Center.
- Resolve complex ticketing issues for customers and frontline specialist
- Oversaw daily operations during ACE on-the-job training.
ATW Customer Service Supervisor
Envoy Air
Hebron, Kentucky
01.2019 - 01.2022
- Supervised agents; developed performance files and maintained attendance records to support team accountability.
- Resolved customer complaints effectively in role as Complaint Resolution Officer. and Ground Security Coordinator.
- Managed daily station operations to ensure safety, compliance, and on-time performance.
- Coordinated passenger accommodations and cabin upgrades, streamlining flight close-out processes for efficiency.
Event Coordinator/ Owner
Finesse Events Intimate Event Space
Covington, Kentucky
01.2013 - 01.2019
- Liaised with vendors, exhibitors, and stakeholders throughout event planning to ensure seamless execution.
- Coordinated booking of venues, entertainers, and photographers to align with event themes and client expectations.
- Managed event set-up, tear down, and follow-up to ensure client satisfaction and adherence to timelines.
- Oversaw management of event budgets to ensure financial accuracy.
- Identified the client's requirements and expectations for each event.
- Conduct final inspections on the day of the event to ensure everything adheres to the client's standards.
Cabin Service Agent
Delta Global Services
Hebron, Kentucky
01.2017 - 01.2018
- Executed timely cleaning of planes to guarantee on-time departure.
- Cleaned and restocked aircraft for incoming passengers, enhancing passenger experience.
- Guided teams on the tarmac to each plane safely, ensuring efficient completion of cleaning assignments.
- Performed aircraft security inspection to comply with government and company security requirements.
In-Home Childcare Provider
Hamilton County Job and Family Services
Cincinnati, Ohio
01.2014 - 01.2018
- Engaged with children individually to tailor support for specific learning needs, promoting individualized growth.
- Tracked and communicated developmental milestones for each child, ensuring informed progress discussions with parents.
- Planned activities that fostered growth in language, social, and motor skills, enhancing overall child development.
- Provided a safe and healthy environment for young children.
- Communicated with parents on a regular basis.
Education
Master of Science - Business Administration
Capella University
Minneapolis, MN01-2025
Bachelor of Science - Business Administration
Capella University
Minneapolis, MN01-2021
Child Development Associate -
4C For Children
Cincinnati, OH01-2015
Bachelor of Science - Business Administration
College of Mount St. Joseph
Cincinnati, OH01-2009
Skills
- Customer Service Excellence
- Airline operations
- Customer Relationship Management
- Passenger Experience Management
- Operational Efficiency
- Process Improvement
- Operational Compliance
- Risk & Resource Management
- Team Leadership & Development
- Staff development
- Conflict Resolution
- Customer Communication
- Customer Feedback Analysis
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
- Sabre
EXTRA
- 2025 Elevating Excellence Honoree, Delta Air Lines
- National Society of Leadership and Success, Member,2018
- 2018 Cincinnati Herald Werking Women Award
- Habitat for Humanity Volunteer
Timeline
Lead Customer Service Experience Specialist
Delta Air Lines
01.2022 - Current
ATW Customer Service Supervisor
Envoy Air
01.2019 - 01.2022
Cabin Service Agent
Delta Global Services
01.2017 - 01.2018
In-Home Childcare Provider
Hamilton County Job and Family Services
01.2014 - 01.2018
Event Coordinator/ Owner
Finesse Events Intimate Event Space
01.2013 - 01.2019
Master of Science - Business Administration
Capella University
Bachelor of Science - Business Administration
Capella University
Child Development Associate -
4C For Children
Bachelor of Science - Business Administration
College of Mount St. Joseph