Delta Air Lines Operations & Customer Lead

Juana G Sanchez

Cell Phone: 760-***-****

email: ************@*****.***

CERTIFICATION

Delta Air Lines, Inc.- One L GSC Training ABC/LTW Program Lead CRO Environmental Coordinator

Skills

Bilingual\Spanish Software Equipment knowledge Hard Skills Operational Leadership IROP Management & Customer Recovery FAA/TSA Compliance Administrative Support Safety & Security Focus

WORK EXPERIENCE

Delta Air Lines, Inc,

RED Coat -SFO September- 2024 – Present

Directed Safety and Training & Development Sub-Teams, leading 37–41 employees Proactively greets customers, assesses their needs, explains Delta's available technology alternatives, and directs them appropriately.

Positively impacts customers' use of airport technology to ensure a better, faster, and friendlier airport experience for all customers.

Displays a positive image of Delta.

Keep customers informed while ensuring service delivery.

Efficiently coordinates and monitors all aspects of the operation, ensuring irregular operations are handled as quickly and effectively as possible.

Practices safety-conscious behaviors in all operational processes and procedures.

CSA-OAK/SFO September - 2023 – September -2024

Owning the check-in process, boarding process, and seat availability, including making gate announcements and ensuring customers have accurate travel documentation.

Tagging and lifting baggage from scales to conveyor belts. Some bags will weigh up to 70 pounds.

Operating loading bridges.

Opening, closing, and securing aircraft doors.

Escorting unaccompanied minors and disabled passengers throughout the airport.

UNIFI- CONTRACT CSA SUPERVISOR -PSP March - 2022 – September 2023

Leading a team of agents in customer service duties.

Assist passengers with a friendly welcome, through arrival and check-in process, including support for passengers with special needs such as unaccompanied minors, VIP passengers and passengers needing wheelchair assistance.

Handle all aspects of ticketing and check-in by operating a computerized system. This includes boarding, baggage service, reservations, and resolving related complaints and problems.

Direct passengers through Customs, Immigration, and Quarantine.

Assist ramp agents to ensure that wheelchairs, strollers, and gate-checked bags are made available for loading upon departure and delivery to passengers upon arrival.

Push wheelchairs with passengers through all areas of the airport.

Monitors and enforces safe working conditions in accordance with regulatory requirements, Unifi policies and safety procedures, and all applicable laws.

Promotes and adheres to policies concerning Safety, Anti-Harassment and Equal Employment Opportunity.

Perform other related duties as assigned within the appropriate skill, experience and capabilities expected for this position.

UNIFI-DELTA AIR LINES CONTRACT CSA-PSP

09/2020-03/2022

Assists passengers to resolve issues with their delayed, lost, or damaged items.

Utilizes computer software to track and catalog luggage.

Handles customer interaction with class in an efficient, effective, and professional manner.

Performs other related duties as assigned within the appropriate skill and experience capabilities expected for this position.

Must be able to lift/carry / push/pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces.

DEPARTMENT OF EDUCATION NYC DISTRICT 75 SUBSTITUTE AS PARAPROFESSIONAL

May 2019-Dec2019

Provides support to teachers and students in an educational setting.

Helping maintain a positive and organized learning environment, monitoring students, and minimizing distractions.

Attending students' physical, personal, academic, and emotional needs, experience, and assisting with personal care, providing behavioral support, and helping students develop social skills.

COMMITTEE FOR HISPANIC CHILDREN AND FAMILIES, INC (NYC) TEACHER ASSISTANCE

September 2016-December2019

Assisting with Lesson Planning and Implementation

Providing Academic Support

Behavior Management

Supervision

Creating a Positive Environment

AMERICAN AIRLINES: CSA

July 2007- July 2013

Greeting and assisting customers

Check-in and ticketing

Baggage Handling

Gate operations

Document verification

Compliance and policies

Education:

Postgraduate Degree - Strategic Marketing

Polytechnic University of Nicaragua 2012

BA in business administration

Polytechnic University of Nicaragua 2002

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