Shealy-Ann Halley
Conyers,GA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Operations Service Manager Delta Sky Club
Delta Air Lines, Inc
04.2022 - Current
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Assisted in hiring decisions by conducting interviews and assessing candidate qualifications against job requirements.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Managed a team of service professionals to ensure high-quality customer satisfaction and timely resolution of issues.
- Monitored service staff performance and provided feedback for improvement.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed key performance indicators to identify areas for improvement and implement necessary changes within the operations department.
- Resolved customer complaints in professional and timely manner.
Operations Service Manager Gates/Ticketing
Delta Air Lines, Inc
04.2021 - 04.2022
- Assisted in hiring decisions by conducting interviews and assessing candidate qualifications against job requirements.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Operational Service Manager responsible for providing leadership and support to day-to-day functions of Delta’s frontline employees.
- Manage operational performance to ensure KPIs of, safety, on-time departure, security, and industry best customer service is meet on every flight every day.
- Act as key liaison between Delta, contracted business partners, and front-line workers by implementing corporate strategies in day-to-day work while also relaying their concerns to my direct supervisors, doing so in both a timely and accurate manner.
- Key focus on the safety of all parties involved in day-to-day operations, accomplish this by consistently monitoring for actual or potential at-risk behaviors.
- Sets goals with an emphasis on meeting performance standards for myself and my team to ensure we are providing the best product possible for our customers and playing our part in the effective growth of Delta.
- Provide professional development to direct reports to aid them in reaching their fullest potential and inspire them to grow in both the short and long-term at Delta.
- Analyzed key performance indicators to identify areas for improvement and implement necessary changes within the operations department.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Passenger Service Agent
Delta Air Lines, Inc
01.2010 - 04.2021
- Anticipate customer needs and decide on appropriate responses specific to individual circumstance and situations.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Resolve a variety of passenger-related issues at the first point of contact. Accomplished routinely in collaboration with business partners and stakeholders including Customs and Border Protection (CBP), Centers for Disease Control (CDC), Atlanta Police Department (APD), Atlanta Fire Department (AFD), and other individuals or departments
- Effectively assist members of my team deliver consistent, attentive, competent, and efficient customer service. Accomplish this with high-touch conflict resolution techniques
Customer Service Agent
Delta Air Lines, Inc
01.2005 - 04.2010
- Responsible for greeting passengers and assisting them with any of their travel-related needs or questions.
- Consistently maintain the highest standards of professionalism while providing excellent customer service in a fast-paced and challenging environment.
- Assisted with transiting to current Kiosk system, routinely raised passenger awareness of, and comfort with using the airport technology to help expedite their travel.
- Key part of function to effectively coordinate with numerous internal departments while working in tense situations to rebook, and reissue tickets at Delta Direct, and the international ticket counter.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- All efforts geared toward working to ensure each passenger has a pleasant and memorable flying experience with Delta.
Education
Bachelor of Science - Business Management/Leadership
Capella University
Minneapolis, MN05.2022
Skills
- Employee Development
- Business Management
- Employee Scheduling
- Project Management
- Customer Service
- Customer Service Management
- Positive Attitude
- Hiring and Onboarding
- Operations Management
- Continuous Improvement
- Conflict Resolution
- Interpersonal Relationships
- Shift Scheduling
- Time Management
Accomplishments
- 2019 Delta Milestone Award Winner
- ATL Frontline Involvement Team POC
Affiliations
- Member National Leadership Society of Leadership and Success
Timeline
Operations Service Manager Delta Sky Club
Delta Air Lines, Inc
04.2022 - Current
Operations Service Manager Gates/Ticketing
Delta Air Lines, Inc
04.2021 - 04.2022
Passenger Service Agent
Delta Air Lines, Inc
01.2010 - 04.2021
Customer Service Agent
Delta Air Lines, Inc
01.2005 - 04.2010
Bachelor of Science - Business Management/Leadership
Capella University
Similar Profiles
Robert SixtaRobert Sixta
First Officer at Delta Air Lines - Endeavor AirFirst Officer at Delta Air Lines - Endeavor Air
Eros MoralesEros Morales
ALA ( Aircraft Lead Agent) at Delta Air Lines, IncALA ( Aircraft Lead Agent) at Delta Air Lines, Inc
Amarion NelsonAmarion Nelson
Ramp Agent at Delta Air Lines, Hartsfield Jackson International AirportRamp Agent at Delta Air Lines, Hartsfield Jackson International Airport