Search past winners/finalists


  • MESA logo

Delta Air Lines - Cathy Boyd

How to EnterCompany: Delta Air Lines, Atlanta, GA
Company Division/Group: Sales Support Center
Company Description: The Delta Air Lines Sales Support Center provides award-winning, differentiated customer service to both its corporate and travel agency partners. Utilizing CRM technology, our Sales Associates work with segmented programs for a truly personalized approach to our customers’ needs. Associates are divided into multiple specialized support desks to make it easier to do business with Delta.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Contact Center Manager of the Year

Nomination Title: Cathy Boyd, Manager, Sales Support Center Training and Communications Team

Tell the story about what this nominee achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Cathy Boyd currently manages Delta Air Lines’ Sales Support Center’s (SSC) Training and Communications team, which is responsible for the organization and execution of all training and communication within the SSC.  Not only does Cathy provide a wealth of knowledge to the SSC, she also plays a critical role within the sales organization and has become a cross-divisional resource within Delta.

Cathy has been a performance manager within the SSC since August 1998 before taking a role as a manager in Customer Care.  After that, Cathy spent some time working in Sales Training before returning to the SSC as a performance manager in 2007 to lead a group of Associates.  Cathy has always had a strong passion for training within the SSC, ensuring our Associates were up-to-date with any information necessary to support our customers. 

 In 2013 Cathy’s role transformed into manager of the SSC training and communications team designed to streamline and coordinate consistent written communications and enhanced training for our SSC Associates.  Cathy was more than willing to take on this new challenge.  Cathy now leads a team of  Associates and has  impropved training within our contact center.  In 2013, the SSC Training and Communications team has achieved the following:

·  Increased training by  30% YoY

·  Improved our existing new hire training program and facilitated training for over 30 new employees, including a new recurrent training that Cathy designed

·  Established various new training initiatives, including modules that provide  our current Associates with daily time to refresh their knowledge on topics that are key to assisting customers

·  Utilized new technology, including webinars and virtual training, and provided the flexibility necessary to ensure the SSC was able to expand its hours of operation to 24/7 without losing any quality of training or communication

· Developed a streamlined process for SSC managers to request new training for their Associates

· Created an employee engagement team to collect Associate feedback which allowed us to improve and streamline our quality assurance grading metrics, improving overall customer service and employee satisfaction

In addition to all of these achievements, Cathy is a constant encouragement to her employees and peers.  Her incredible patience and quiet confidence set her apart as a leader and mentor within the SSC.  She is honest and genuine, always able to provide positivity and constructive feedback when either is needed.  Most importantly, Cathy goes above and beyond to encourage open communication and foster a sense of family within the SSC.  Cathy does everything she can to ensure our Associates are taken care of so they, in turn, can take care of our customers.

TEXT REDACTED FOR PUBLICATION

 

Provide a brief (up to 125 words) biography about the nominee:

Kristen Shovlin, Vice President of Sales Operations - Delta Air Lines.

Kristen has over 25 years of experience at Delta, including roles as Director of Customer Care, Director of Reservations Sales and Services, and Director of Los Angeles Reservations. With experience managing call centers of nearly 1,000 people and serving as an employee and customer advocate, Kristen provides the Sales Support Center's vision. She has transformed the SSC by developing solution-based approaches for our high-value partners that provide personal, differentiated experiences on every call.

Kristen holds a Bachelor of Science degree in Marketing from California State University – Long Beach.