Yamica Descartes
Tampa,FL
Summary
Thoughtful, reliable, and innovative Delta professional with strong experience in customer engagement, mentoring, and facilitating learning. Known for embodying Delta’s brand attributes, delivering exceptional customer advocacy, and supporting team performance through coaching and motivation. Skilled in leading discussions, presenting in group settings, and adapting quickly to changing priorities. Seeking a Strategic Development Assignment to support Learning & Development through high‑quality facilitation, collaboration, and leadership.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Customer Experience Supervisor
Delta Airlines
Tampa, FL
10.2021 - Current
- Resolved customer complaints to maintain high satisfaction levels.
- Demonstrate Delta’s Thoughtful, Reliable, and Innovative brand attributes in every customer and employee interaction.
- Provide exceptional customer advocacy by resolving complex issues, supporting brand loyalty, and ensuring safety and security for customers and colleagues.
- Serve as a mentor and resource to peers, offering guidance on processes, tools, and customer handling.
- Maintain strong proficiency in Reservation Sales systems, policies, and procedures, ensuring accuracy and compliance.
- Communicate effectively in one‑on‑one and group settings, contributing to a positive and collaborative team environment.
- Adapt to shifting priorities, schedule changes, and high‑volume periods while maintaining performance expectations.
- Manage multiple tasks and deadlines independently with minimal supervision.
- Facilitated small‑group discussions, guided practice activities, and provided feedback to learners.
- Modeled Delta’s brand attributes and professional standards for new employees.
- Assisted with content updates, job aids, and process clarifications as needed.
- While mentoring an ACE class I supported new‑hire and recurrent training by assisting the instructors, answering questions, and reinforcing key learning concepts.Week one was instructor-led; week two, I independently led the class as part of the final OJT phase.
Education
Biochemistry
Hillsborough Community College
Tampa, FL 08.2020 - 05.2022
Skills
- Comfortable facilitating in both classroom and virtual environments
- Strong interpersonal skills with enthusiasm, compassion, and dedication to Delta’s mission
- Experience working in diverse, dynamic team environments
- Flexible and able to work any shift required for training needs
- Highly motivated, self‑directed, and committed to continuous improvement
Accomplishments
- Recognized for strong customer service, professionalism, and brand representation.
- Consistently meet or exceed performance expectations in current role.
- Demonstrated ability to motivate peers and contribute to a positive learning culture.
- Successfully manage multiple priorities and projects while maintaining high quality and accuracy.
References
References available upon request.
Timeline
Customer Experience Supervisor
Delta Airlines
10.2021 - Current
Biochemistry
Hillsborough Community College
08.2020 - 05.2022