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Skilled Premium Services Manager with strong background in overseeing premium customer services and operations. Boasts proven abilities in team leadership, customer relationship management, and process improvement. Demonstrates exceptional problem-solving skills and the ability to enhance service quality while ensuring client satisfaction. Successfully implemented strategic initiatives that improved operational efficiency and positively impacted customer experience in previous roles.

Dynamic and dedicated leader with over 10 years of experience in Airport Customer Service, most recently specializing in Premium Service Management at Delta Air Lines. Successfully enhancing operational efficiency while prioritizing employee needs and customer satisfaction, consistently driving team success through effective communication and strategic problem-solving. Passionate about fostering a positive work environment and empowering teams to exceed organizational goals. Eager to leverage extensive expertise and a deep commitment to the Delta brand in the Department Manager role in Seattle, ensuring exceptional service delivery and team growth, and support of the operation of the most Premium Airline in Seattle.

Highly-motivated contributor with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Strong desire to participate within an organization that the skills and work ethic developed during my service in the U.S. Navy and employment at SiteMinder can be utilized to benefit the company and myself. Authorized to work in the US for any employer.

In March of 2020 I was thrilled to accept the offer of OSM Above Wing in Nashville. Nashville was a city I had started my Delta career in 2012, a city I brought 3 children into the world, and a city I had myself “grown up” in my Delta Career. The city that had just celebrated Station of the Year. I started my position March 15, 2020 and within the first two days the effects of the Covid-19 Pandemic swept our country and brought our company to an unimaginable halt. Our operation in Nashville went from 42 flights a day to just 4 flights a day.
By October 2020, Business came back quickly as Nashville was a destination city. Bids and flight schedules were changing regularly and rapidly and we were often bidding twice a month. Protocols and seat blocks were updating and it was my job to learn, and implement these changes immediately. Flexibility and adaptability were ingrained in our team as a means of survival. As the operation recovered, hiring and onboarding became a priority. I swiftly had to develop processes for onboarding and training while running an operation with a limited amount of trained and able staff. This presented many difficult challenges, but I persevered and solved each problem as it came to light above wing, below wing, cargo, or wherever leadership was needed.
My passion in life is a love for people. Being detail oriented, hard working, creative, and a problem solver; I am always looking for more efficient ways to execute job functions. Balancing the operation and the needs of employees as the main focus of my job is a dream. I relish in having the opportunity to impact my station and the lives of the thousands of customers that pass through every day. Most recently developing my eye for the premium details and connecting with the service of our highest valued customers. Taking these skills and passions to the next level is exciting. I have a total of over 10 years Airport Customer Service experience with Delta Air lines dating back to April 2012 . I excelled in the CSA and Red Coat role, and have learned the programs and tools needed for an OSM both in an A Station including the Sky Club as well as a HUB environment. Most recently adapting and developing those skills while leading leaders in Seattle.
I have always had a passion for the Delta Brand, and have a true love for leading people.
Taking the skills I have learned to motivate my team and my passion for Delta's vision, I will be an excellent fit for leading leaders as the Department Manager in Seattle.
Thank You,
Cassie Lunsford- Premium Services Manager SEA
PROFESSIONAL SUMMARY Experienced Delta Leader seeking the Department Manager Role in Seattle.

Seth Swartz

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Premium Services Manager

Senior Manager - Luxury Suites

Bar Manager

Kitchen Manager

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Bachelor's Degree - Psychology

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Premium Services Manager

Bar Manager

Senior Manager - Luxury Suites

Kitchen Manager

Bachelor's Degree - Psychology

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