Priscila Madeira
Revere,MA
Summary
Dynamic professional with over 18 years of diverse experience in customer service and life-cycle management, specializing in optimizing flight operations. A dedicated leader passionate about mentoring teams and fostering a culture of excellence, consistently seeking innovative strategies for organizational advancement. Committed to delivering exceptional customer service while inspiring and empowering colleagues to achieve their highest potential. Proven ability to drive results through collaboration and a focus on continuous improvement.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Passenger Service Agent (Red Coat)
Delta Air Lines
04.2024 - Current
- Selected for Boston’s Leadership Development Program, currently serving as Acting Operations Service Manager at Boston Logan Airport. Lead and support a team of 30–40 agents during the morning operation with a strong focus on Ready Set Go flights, ensuring safety compliance, delivering exceptional customer experience, and fostering a culture of proactive leadership and operational excellence.
- As a Red Coat at Delta from February 2024-April 2025, I deliver top-notch service in ticketing and gate areas. I’m certified as a Complaint Resolution Official and Ground Security Coordinator to handle complex situations.
- Selected as a Frontline Involvement Team where I co-lead for the Career Empowerment Team - ensuring frontline staff voices inform Delta’s decisions, fostering a culture of excellence.
- In summer 2024, I managed international delays and cancellations as a late-night Red Coat. I led timely decisions to enhance service and operations. My adherence to security protocols ensured a safe environment, and I adapted to passenger needs, highlighting my interpersonal skills.
- Temporary Duty and addressed baggage overflow at BDL and assisted charter flights as a GSC at BDL.
Customer Service Agent
Delta Air Lines, Inc
07.2022 - 04.2024
- 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.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Worked all bided areas: Ticket Counter, Baggage Service Office, Departure Gates, and the Need Help Center
Director of Customer Success
homeyou
12.2019 - 05.2024
- Lead 52 Customer Success Managers, enhancing client satisfaction and business growth. Analyze data to exceed sales targets, fostering achievement. Training empowers the team to resolve escalations, improving service and resilience in a diverse, dynamic workplace in Brazil and Mexico.
- Increased customer retention by 15% through effective lifecycle management and strategic CRM utilization.
- Lead the Customer Success team, managing lifecycle from pre-sales to growth. Attend industry conferences like LeadsCon Las Vegas for latest trends, ensuring innovative, effective strategies.
Float Manager/Sr. Sales Associate & Customer Sales
Salem Five Bank
10.2018 - 06.2021
- As an experienced Float Branch Manager, I bring a wealth of knowledge in leading teams committed to exceptional customer service and impressive sales performance. My leadership approach centers on nurturing each employee’s potential, fostering an environment where they feel supported and motivated. With a focus on increasing efficiency and lowering costs, I have implemented strategies that streamline operations and enhance team morale. My expertise in managing inventory, budgeting, and financial reporting ensures the branch operates smoothly.
- Increased client base by (30%) through strategic cross-sell opportunities.
Duty Manager
Icelandair
05.2007 - 10.2018
- Led a team of 42 in airport operations ensuring regulatory compliance and flight efficiency. Trained Ground Security Coordinators, managed badges and uniforms, and served as contact for airport IDs and SIDA badges, aligning appearance with safety standards.
- Working with smaller airlines allowed for a hands-on approach to various operational tasks, offering the chance to be trained in multiple cross-functional roles. As a certified refueler, I conducted seasonal employee interviews and trained staff in various areas such as check-in systems, baggage services, and reservations. My role as a weight and balance specialist allowed me to optimize flight safety and efficiency by managing flight fuel and weight/balance for aircraft.
- The management of flight fuel and weight/balance, as a certified professional, optimizes both safety and efficiency during flight operations. Acting as the primary point of contact for delays, diversions, and cancellations showcases the ability to handle unpredictable situations with poise. Collaborating with airlines like Sun Country, Thomas Cook, Allegiant, and TACV further enhances operational coordination, ensuring seamless experiences for travelers through effective orchestration of airport activities.
Senior Agent - Operations Specialist
British Airways
07.2013 - 09.2018
- Senior Ticket Agent, Japan Airlines (managed by British Airways). Reduced delays by 25% through effective communication with three departments. Attended annual training in Los Angeles.
- As Departure Control Coordinator, developed flight plans improving seating and ticketing. Recognized for customer service in a 2018 Tokyo competition. Only non-Japanese speaker, excelled at connecting with diverse cultures, delivering outstanding service.
- Only employee trained in all airport operations: Ticketing, Departure Control, Turn Around Coordination, and Lead Gate duties. Coordinated departments and delivered excellent customer service, proving indispensable to team.
Skills
- Effective team leadership
- Aviation operations management
- Safety and Security Protocols
Accomplishments
- Frontline Involvement Team member as a Co-Lead for Career Empowerment
- Implement damaged baggage handling in the Boston station as my Leadership Development Collateral
Certification
- OneL - Emerging Leadership Program Delta Air Lines
- Leader camp on-demand: Making Mentoring an Everyday Habit in Your Organization Percipio
- Leader camp on-demand: Critical Thinking for Relational Leadership Percipio
LANGUAGES
English - Advanced
Portuguese - Advanced
Spanish - Beginner
Timeline
Passenger Service Agent (Red Coat)
Delta Air Lines
04.2024 - Current
Customer Service Agent
Delta Air Lines, Inc
07.2022 - 04.2024
Director of Customer Success
homeyou
12.2019 - 05.2024
Float Manager/Sr. Sales Associate & Customer Sales
Salem Five Bank
10.2018 - 06.2021
Senior Agent - Operations Specialist
British Airways
07.2013 - 09.2018
Duty Manager
Icelandair
05.2007 - 10.2018
EDUCATION
Massachusetts School of Law
Juris Doctorate - June 2021
Andover, MA
Bay State College
Bachelors of Science - June 2017
Boston, MA
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