Because we love helping people on their journeys. There are 100,000+ reasons to join Delta.
What's yours?

1. When did you begin your career with Delta and why did you choose Res & Care?

I began my airline career in 1987. I admired the airline industry and wanted to become a flight attendant. At that time, I was too young to qualify for the position, but that didn't stop me! Reservations was the perfect opportunity to start my career and gain knowledge about the industry and how to care for customers.

2. What have you gained from your experience at Delta Air Lines?

Although handling customers' transactions accurately and efficiently is important, how one handles the care of the customer is ultimately the biggest experience I gained.  It's a team effort! It's the first few seconds of interacting with the customer that sets the stage.  A greeting on the phone is portrayed in one's tone of voice and the words said. My stage is set with my voice to give a friendly smile while gaining their trust to take care of the reason they are contacting Delta Air Lines.

3. Where do you see yourself in the next coming years?

My interest to become a flight attendant has not dwindled, but I know my strength of knowledge and experience in Reservations continues to be a passion. I would like to join the Reservations leadership team and inspire my coworkers to pursue the numerous career opportunities you can do while staying with a company that takes care of its employees. This is exactly what I have had in my 35-year career and still have additional opportunities to pursue!

1. Why did you become a Brand Advisor?

In short, I wanted to help others! When I came out of training, I was feeling so confused on many topics. How was I going to (learn all of this) and keep my numbers intact? I had a Brand Advisor who worked with me to build my self-confidence in my product knowledge. I wanted to help others as he did with me. I wanted to guide other Customer Experience Specialists find the information they need, make quick decisions, and help inspire them to take the next step in their career.

2. What does it mean to be a Brand Advisor? 

We are there for our specialists in every way possible. I support them with their product knowledge, technical issues, and their career growth. However, I mostly try to support them as a friend to ensure they feel comfortable to come to me for any need they have. They know they can come to me with anything, and we will try to solve it together.

3. What is the main skill you have gained as a Brand Advisor?

I have learned how to talk with my team as a team and engage them to want to be a part of the team. They love coming to huddles because I make them fun and treat them with respect. I truly care how my team is doing and they know I’m there to help when they need me. 

1. What are your main responsibilities as a Customer Engagement Manager (CEM)?

As a CEM, my primary responsibility is engaging with a team of approximately 60 frontline employees. This engagement includes helping set and achieve career goals and progression, identifying opportunities to improve performance and improving quality of work-life by providing wellness resources. I also drive performance by creating strategy plans based on employee feedback, implementing positive change and evaluating the success of these initiatives. Additionally, I partner with a team of 3-4 team leads, called Brand Advisors, to ensure our team is successful.  

2. What is the main skill you have gained as a CEM?

The CEM role has taught me confidence. I listen to my team and make decisions that improve wellbeing and performance. That freedom to experiment was a little overwhelming at first, but I have learned that innovation requires experimentation. Sometimes the things I try don’t work, but that’s okay! It’s about looking at the results, tweaking what isn’t working, and changing the approach to ensure we Keep Climbing. 

3. What advice would you give to a specialist wanting to grow in Res & Care? 

Be the best at what you’re doing today, stay curious, and don’t be afraid to get out of your comfort zone. By constantly seeking to improve your performance in your current role, you will be better prepared for opportunities that come along your path. Don’t be afraid to ask questions and explore new things. There are lots of opportunities to do temporary special assignments that give a taste of what’s out there. Try it! Especially if it’s going to be a challenge. That’s where we grow.