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Jim Cope_Resume
- 1. EXECUTIVE SUMMARY Results-oriented operationsand customer service manager with 20 years of experience at Delta Air Lines. Achieves success in management, sales, and customer service domains by using exceptional interpersonal skills to foster cross- departmental communication and improve processes. An enthusiastic and adaptable team player known for outstanding work quality, productivity, and persistence. LEADERSHIP & AWARDS • Delta Air Lines Continuous Improvement Team 1997-2003 • Continuous Improvement Team of the Year 2000 • Airport Customer Service Employee Advisory Forum 1998- 2003 • Delta Air Lines/United Way Ambassador 1997-1999 • Frontline Involvement Team Greenville/Spartanburg Airport 2008-2009 • Frontline Involvement Team McGhee Tyson Airport 2011-2012 EDUCATION University of Central Florida Orlando, FL Class of 1992 Bachelor of Science in Business Administration: Management LET’S CONNECT! on LinkedIn PROFESSIONAL EXPERIENCE Delta Air Lines, Inc. June 1996 to January 2016 Airport Customer Service, Passenger Service Agent Voluntary retirement after 20 years in the industry. • Business acumen and a deep understanding of customer service practices led to a promotion into a leadership role as a Red Coat. Served as the primary escalation contact for all customer service team members regarding passenger issues. • Quickly earned reputation for being an elite leader capable of handling any task, understood different departments, and could confidently bring separate groups together to solve concerns. • Excelled in all levels of passenger service at all touch points to Medallion and Elite frequent fliers including international passengers. • Voted into two Frontline Involvement teams to facilitate process improvement changes, acting as a liaison between frontline staff and managers. Key Achievements: • Navigated complex merger between Delta Air Lines and Northwest Airlines at the Greenville/Spartanburg Airport, personally leading business-wide computer system training efforts to all employees. Closely communicated with employees to proactively identify potential problems / possible solutions. • Awarded Continuous Improvement Team of the Year for the proposal and presentation of new passenger disability solution at annual Delta conference. Acted as Complaint Resolution Official for passengers with disabilities. • Chosen as employee trainer for new Delta system-wide computer software, Cornerstone. Royal Oak Resort and Golf Club November 1990 to June 1995 Director of Resort Operations: Sales, Marketing, Front Office • Began as a Bartender and was promoted to Director after a history of professionalism and relationship management. Conferred with Board of Directors, golf associations nationwide and in eastern Canada as Operations Director. • Implemented policies and procedures manual; coordinated complete renovation of resort, including layout and design. • Created sales and marketing strategies to generate new and repeat business. Sav-A-Lot Foods, Inc. July 1988 to October 1990 Assistant Store Manager MARKETING & EVENTS EXPERIENCE United States Soccer Federation January 2003 to June 2004 Equipment Manager/ Team Administrator • Traveled extensively with U-19 Women’s National Team for 2004 World Cup. • Communicated with Nike sponsor managing outfitting apparel to staff/players. • Assisted team administrator to insure uniform guidelines met FIFA regulations. Logical Events and Promotions April 2003 to December 2004 Project Coordinator, Atlanta Falcons • Managed a crew of 8 employees selling merchandise for the Atlanta Falcons. • Coordinated placement of marketing banners at the start and finish lines for the 2004 “Tour de Georgia” at multiple locations over a six-day period. 11 Hibriten Drive, Asheville, NC 28801 828-242-2366 jimacope@gmail.com J A M E S C O P E