Summary
Overview
Work History
Education
Skills
Community Service
Key Projects And Achievements
Timeline
Generic

Timicka Hill

Lee's Summit,Missouri

Summary

Experienced and results-driven operations leader with over 17 years of progressive experience in customer service, team leadership, and aviation operations management. Demonstrated success in coordinating cross-functional teams, resolving high-pressure challenges, and implementing procedural improvements in alignment with organizational goals. Manage conflict resolution, administrative support, employee development, and strategic planning. Recognized for strong communication skills, technical proficiency in Microsoft Office and aviation software, and commitment to safety, compliance, and service excellence. Proven ability to manage resources effectively, guide front-line personnel, and build inclusive, high-performance teams in fast-paced, federally regulated environments.

Overview

17
17
years of professional experience

Work History

Operations Service Manager (OSM)

Delta Airlines
Kansas City, MO
05.2021 - 05.2025
  • Managed and oversaw day-to-day airport operations, ensuring compliance with safety, security, and customer service protocols.
  • Managed and supported the front-line team and vendor collaboration.
  • Managed a safety-first culture.
  • Managed administrative functions including payroll processing, training compliance, staffing, and finance compliance.
  • Managed operational reports and initiatives.
  • Maintained ongoing communication with airport partners and internal departments to ensure alignment with Delta policies.
  • Supported employee performance development.
  • Developed and managed safety initiatives and programs to support safety culture.

Passenger Service Agent

Delta Airlines
Kansas City, MO
09.2013 - 04.2021
  • Provided front-line support, including ticketing, baggage processing, and passenger documentation review.
  • Served as Complaint Resolution Officer, addressing customer grievances with diplomacy and compliance.
  • Delivered personalized travel assistance for individuals with disabilities and special needs.
  • Promoted team efficiency through de-escalation coaching and process streamlining.
  • Facilitated internal team briefings and contributed to operational improvement discussions.

Customer Service Agent

Delta Airlines
Kansas City, MO
09.2008 - 08.2013
  • Supported passengers through the full check-in process, from document verification to gate assistance.
  • Conducted baggage screening and resolved complex reservation issues during irregular operations.

Education

Eastern Michigan University
Ypsilanti, Michigan
01.2009

Triton Community College
River Grove, Illinois
01.2001

Northern Illinois University
Dekalb, Illinois
01.1999

Skills

  • Performance Development
  • Payroll System Processing
  • Safety Liaison
  • Local Trainer Advisor
  • Audit Facilitator
  • Compliance Manager
  • Conflict-Resolution
  • Leadership Development
  • Microsoft Programs
  • KPI Metrics

Community Service

  • American Cancer Society
  • Harvesters
  • American Red Cross
  • Relay for Life
  • Delta Scholarship Fund

Key Projects And Achievements

  • Station Manager Liaison
  • Diversity, Equity, and Inclusion
  • Safety Newsletter Program
  • Performance Metrics Program
  • Training Program Development

Timeline

Operations Service Manager (OSM)

Delta Airlines
05.2021 - 05.2025

Passenger Service Agent

Delta Airlines
09.2013 - 04.2021

Customer Service Agent

Delta Airlines
09.2008 - 08.2013

Eastern Michigan University

Triton Community College

Northern Illinois University

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