Tyrone Reid
Brooklyn,NY
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Premium Services Supervisor
Delta Air Lines, Inc
Jamaica, NY
12.2022 - Current
- Build positive relationships with leaders and front-line teams in order to maintain workforce engagement, commitment and flexibility.
- Oversees and coordinate operational performance-based management for large team of 200+ ambassadors including, but not limited to, safety, security, customer service delivery, and other key performance indicators.
- Serve as an operational liaison between Delta and all contracted business partners within John F. Kennedy International Airport.
- Monitor for at risk behavior through daily safety observation and providing coaching, training and corrective actions as needed.
- Ensure adherence to station safety business plan in addition to assuring compliance to our divisional performance and safety standards.
- Ensure that distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity.
- Key communicator of timely and accurate information that set performance standards and ensure employee accountability.
- Develop both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.
- Strong advocate of continued training and development in building leadership capabilities.
- Provide support, guidance, coaching and motivation base on individual needs and champion leading others through change.
- Ensure and address Quality Assurance issues such as uniform compliance, overall performance, and customer satisfaction.
Elite Services Representative
Delta Air Lines, Inc
Jamaica, NY
06.2022 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Registered Medical Assistant
Cornerstone Of Medical Arts Hospital
Queens, NY
04.2010 - Current
- Collected and documented patient medical information such as blood pressure and weight.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
- Mediated discussions between employer and employee representatives in attempt to reconcile differences.
- Reduced grievances and arbitration needs by educating frontline managers on techniques for enhancing interactions between labor and leadership.
- Interpreted and advised on labor relations policies and previously negotiated agreements.
- Provided expertise on labor and employment laws to help employers make more effective decisions.
Operations Service Manager In Charge
Delta Air Lines, Inc
Jamaica, NY
07.2023 - 10.2023
- Manage the daily operations of the premium ground services in JFK, including Delta Sky Club(s), Elite Services, and VIP Select.
- Responsible for the leadership and implementation of safety initiatives, IROP management and recovery plans, and other strategic initiatives set by JFK leadership..
- Reviews audits and all customer feedback and addresses issues with involved Ambassadors. Publicly recognizes strong performers.
- Communicates performance results weekly, reviewing NPS scores and other KPIs to improve service continuously. Ensures all Ambassadors are aware of their scores
- Responsible for building customer relationships through customer service recovery, customer advocacy, sales, new initiatives, and revenue retention.
Sky Club Ambassador
Delta Air Lines, Inc
Jamaica, NY
06.2022 - 12.2022
- Engaged guests in conversation to offer hospitality, aid in service recovery and engender trust.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Assisted team with operational policies and procedures to drive services.
- Greeted customers and clients to create welcoming atmosphere.
Ramp Agent
Delta Air Lines, Inc
Jamaica, NY.
11.2015 - 06.2022
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
- Contributed to company achieving and holding industry-leading customer service ratings.
Education
Bachelor Of Business Administration - Aviation Management
CUNY York College
Jamaica, NYAssociate Of Business Administration - Business Administration And Management
CUNY Brooklyn College
Brooklyn, NY05.2016
Bachelor Of Science - Nursing
Sanford Brown Institute
New York, NY06.2012
Skills
- Ground Security Coordinator (GSC)
- Complaint Resolution Officer (CRO)
- Subject Matter Expert (SME)
- Confidential Records Management (CRM)
- Team Resource Management (TRM)
- Project Management
- Training and Onboarding
- Decision Making in time critical environment
- Verbal and Written Communication
- Invoice and Payment Tracking
- Data Analysis
Certification
- Six Sigma Green Belt (in progress)
- InvoiceWork
- SNAPP Champion
- Delta Care and Scholarship Fund Champion
- Delta Wellbeing Champion
- DEI Ally
- 2024 Brand Ambassador
- 2024 Chairman’s Club Nominee
- RMA - Registered Medical Assistant
- First Aid/CPR Certified
Timeline
Operations Service Manager In Charge
Delta Air Lines, Inc
07.2023 - 10.2023
Premium Services Supervisor
Delta Air Lines, Inc
12.2022 - Current
Elite Services Representative
Delta Air Lines, Inc
06.2022 - Current
Sky Club Ambassador
Delta Air Lines, Inc
06.2022 - 12.2022
Ramp Agent
Delta Air Lines, Inc
11.2015 - 06.2022
Registered Medical Assistant
Cornerstone Of Medical Arts Hospital
04.2010 - Current
Bachelor Of Business Administration - Aviation Management
CUNY York College
Associate Of Business Administration - Business Administration And Management
CUNY Brooklyn College
Bachelor Of Science - Nursing
Sanford Brown Institute