Jay Parsley

• Formulated both strategic and tactical initiatives aimed at fostering a safety-oriented atmosphere that prioritizes and sustains the health and well-being of employees. Established an efficient system for the distribution of employee giveaway items in alignment with station events, which led to significant cost savings, enhanced tracking capabilities, and improved time management within the team.
• Disseminated both tactical and strategic communications to support Delta's Key Performance Indicators, encompassing areas such as customer service, service recovery, airport experience, security, cabin appearance, technology updates, and ramp operations. Held the responsibility of leading a team of 40 direct reports to address employee work groups and operational requirements effectively.
• Conducted both domestic and international visits to field stations to assess the effectiveness of communication channels and gauge employee morale. Organized and managed two annual conferences for employee groups, attracting over 500 attendees, including leaders from Airport Customer Service and Cargo, with an average budget allocation of $2.5 million.
• Collaborated with corporate communications to ensure the timely dissemination of messages from executive and senior leaders to employees, while also crafting relevant divisional narratives and other content. Acted as the coordinator for volunteers and managed the Run of Show for the annual Core Elements - Operational Service Management Summit, along with various events such as Leadership Meetings, Field Support Quarterly Meetings, and the Delta Block Party. Additionally, participated in the Washington, DC employee lobbying event on Capitol Hill, which saw an average attendance of around 45,000 and operated within a budget of $5 million.
• Engaged in discussions with leaders from airport customer service, In-flight, Reservation Sales, and Cargo to devise and implement communication strategies for corporate and divisional initiatives. Served as the General Office Point of Contact leader for the employee group Communications and Training Sub-Team, which comprised 33 employees from 10 distinct field stations.
• Developed, organized, and scheduled a "Day in the Life" video project featuring In-Flight (Flight Attendants) to enhance employee engagement and showcase the experiences of staff within the organization.

• Managed all aspects of ticketing and reservation processes for passengers, including the essential activities required for boarding and deplaning. This involved the careful tagging and handling of passenger luggage, ensuring it was efficiently placed on the baggage belt for timely delivery to the ramp area.
• Delivered an exceptional customer service experience by promptly addressing passenger inquiries and concerns, demonstrating a high level of empathy, and resolving issues immediately. This proactive approach included greeting customers warmly, assessing their individual needs, and effectively communicating the various technological options available through Delta, ensuring they were directed to the appropriate resources.
• Served as a Customer Service and Cargo Trainer for new employees, imparting knowledge on operational processes and safety protocols. Emphasized the importance of safety in all tasks, including the careful lifting, loading, and unloading of baggage, mail, and cargo, while ensuring timely connections by efficiently guiding aircraft to and from gate positions.
• Additionally, operated ground equipment safely in congested areas and utilized baggage scanners and computer systems to guarantee accurate routing of luggage to its final destination.
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.

• Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
• Created and implemented strategies for improving operational efficiency and accuracy.
• Oversaw talented team of 60 Travel Professionals by actively communicating project information, remedying issues and delivering positive feedback.
• Oversaw, coached and evaluated 60 employees.
• Built relationships with customers and managed accounts to drive revenue and profit.
• Monitored daily and weekly key performance indicators to maintain on-track status.
• Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
• Collaborated with other leaders and executives to direct workflow and support operations.
• Evaluated employees' strengths and assigned tasks based upon experience and training.
• Kept accurate and detailed records of personnel progress and productivity.
• Reviewed and assessed ongoing operations, developing initiatives for continuous process improvement.
• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.

• In my role within the team, I held direct responsibility for ensuring safety, security, and compliance for Delta Cargo's global clientele and workforce. My duties included the application of project management methodologies, assessing and analyzing current performance metrics, and collaborating with diverse stakeholders across various business units in a professional environment. I also provided process engineering and internal consulting services, engaged in data collection initiatives for projects affecting multiple departments, and identified opportunities for enhancing existing processes to boost efficiency, productivity, and overall performance. Additionally, I proposed innovative strategies to optimize customer service and assessed the potential impact of suggested operational modifications.

I support the Manager in the development, maintenance, and implementation of Delta's DOT and Disabilities programs, ensuring adherence to regulatory standards and widely accepted best practices. My contributions have been instrumental in establishing a program dedicated to accessible travel and aiding customers with disabilities, while collaborating with various departments within Delta to guarantee compliance with government regulations and IATA standards.

Influence Delta's customers directly by greeting them at the ticketing counter, ensuring a pleasant and tidy airport environment, and guaranteeing timely baggage delivery upon arrival at their destination. My responsibilities encompass the following:

Assess and evaluate current performance metrics, apply project management methodologies, collaborate with diverse stakeholders across business units in a professional manner, deliver process engineering and internal consulting services, engage in data collection initiatives for projects affecting multiple departments, and identify as well as implement enhancements to existing processes to boost efficiency, productivity, and overall performance.

I contributed to the development of presentations and reports, while also engaging in the planning and implementation of departmental activities. My role involves supporting the Government Affairs team in advocating for and tracking public policies that affect Delta and the aviation sector. I conducted thorough research and analysis centered on transportation policy, compiling and reporting data relevant to the specific assignment or project to assist the Government Affairs staff. All tasks are executed efficiently, accurately, and punctually, adhering to company standards. I consistently prioritize safety in all operational processes and procedures.