Responsible for creating, planning and executing recognition events and incentive initiatives to support the Division’s engagement strategy.

Responsible for leading and motivating global frontline professionals as they assist customers with SkyMiles, Joint Venture and SkyTeam Alliance sales and service initiatives. Execute and manage local and division strategies to achieve revenue, customer experience and efficiency targets. Ensure accountability by utilizing call center metrics and other tools to monitor and analyze work performance and quality assurance for DOT compliance. Support the company's corporate vision as outlined in Delta's Flight Plan and promote positive employee relations through engagement, inclusion and visible leadership. Investigate and address all issues related to work performance or customer service and partner with Human Resources to administer corrective action when warranted. Mentor direct reports through one on one interactions, direct feedback. and leading by example. Actively involved in the interview and hiring process for frontline Representatives and Brand Advisor Supervisors. Support Operations Manager with all safety and health initiatives. Serve as a leadership member on the local Diversity and Inclusion Council.

Managed the Customer Experience Specialist New Hire training, “Becoming the Voice of Delta” (BVOD). Responsible for overseeing the training of new hire employees from from the first day of on-boarding, through completion of their 6 month probation period. Partnered with Training Facilitators to ensure that all training requirements were properly administered within the designated timeline. Facilitated curriculum training as required by manager leadership. Provided performance feedback to new hire employees and training facilitators for continued development.