Leon Johnson
Hampton
Summary
Results-driven professional with extensive experience in customer experience management. Expertise in conflict resolution and customer feedback analysis drives continuous improvement initiatives. Proven ability to enhance service standards through effective team training and development.
Overview
18
18
years of professional experience
Work History
Customer Experience Manager
Delta Air Lines, Inc.
Atlanta
10.2017 - Current
- Developed customer experience strategies that significantly increased passenger satisfaction.
- Implemented training programs to enhance staff service excellence and responsiveness.
- Managed escalated customer issues, resolving conflicts swiftly and efficiently.
- Provided coaching to team members on best practices for exceptional customer experiences.
- Collaborated with cross-functional teams to address customer feedback effectively.
- Facilitated workshops promoting a culture of continuous improvement among employees.
- Trained and mentored new team members to ensure high productivity and accuracy.
- Analyzed customer feedback data to identify improvement areas in customer experience.
Suite Attendant
Legends Hospitality LLC
Arlington
04.2009 - 09.2025
- Delivered food and beverages to VIP guests in luxury suites, ensuring high standards.
- Maintained service areas' cleanliness and organization to promote efficiency.
- Monitored inventory levels, restocking supplies proactively to prevent shortages.
- Provided exceptional customer service to enhance overall guest experience.
- Resolved guest complaints professionally, adhering to company policies for satisfaction.
- Ensured compliance with health department regulations regarding food safety standards.
- Communicated issues effectively during pre-shift meetings with management team.
- Assisted in training new staff members on suite server responsibilities.
Lead Customer Experience Specialist
Delta Air Lines, Inc
Dallas
06.2008 - 10.2017
- Analyzed customer and specialist interaction to identify areas for improvement.
- Engaged with customers through phone, email, chat, and social media to address inquiries.
- Participated in cross-functional meetings to develop customer experience strategies.
- Anticipated needs to enhance productivity and elevate customer experience standards.
- Maintained up-to-date product knowledge to deliver optimal service and meet KPIs.
- Trained new customer experience staff on best practices and company policies.
- Resolved customer complaints promptly to ensure positive outcomes.
- Coordinated with various departments to swiftly address passenger needs.
Skills
- Customer experience strategy
- Customer feedback analysis
- Team training
- Conflict resolution
- Cross-functional collaboration
- Customer relationship management
- Continuous improvement
- Process optimization
- Creative and innovative
Timeline
Customer Experience Manager
Delta Air Lines, Inc.
10.2017 - Current
Suite Attendant
Legends Hospitality LLC
04.2009 - 09.2025
Lead Customer Experience Specialist
Delta Air Lines, Inc
06.2008 - 10.2017