Xavier E. Shead

Experience

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  AT&T

  May 2014 - Jul 2014

  Customer Advocate Manager
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  Right LLC

  Jan 2016 - Feb 2024

  Customer Engagement Coordinator

  • Spearheaded Gatorade customer engagement strategies to foster brand loyalty and drive sales growth to more an 1,000,000 customers at largest indoor junior volleyball tournament in the world• Oversaw the end-to-end customer experience journey, from initial engagement to post-purchase support, ensuring seamless interactions and high levels of customer satisfaction• Implemented operational best practices to enhance product availability, optimize inventory management, and minimize fulfillment lead times, resulting in improved service levels and increased sales revenue• Represented the Gatorade brand at industry events, trade shows, and customer engagements, showcasing product innovations and gathering feedback to inform future strategies and initiatives• Developed and maintained strong relationships with key stakeholders, including retail partners, distributors, and internal teams, to drive collaboration and ensure alignment with brand objectives Show less

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  Delta Air Lines

  May 2016 - now

  • Collaborate with senior leaders and key stakeholders to build a training curriculum that highlights customer experience, safety, Delta policies and FAA regulations• Supervise, mentor and train 6 groups of 25+ individuals through a rigorous seven-week Delta flight attendant training: while maintaining an 99% success rate throughout all programs• Foster a customer-centric mindset; while promoting collaboration, knowledge sharing and continuous learning. • Ensure effective communication and coordination between customers and internal stakeholders to drive customer satisfaction and raise our companies’ Net Promoter Score by 5% • Directly instruct more than 35% of Delta’s 29,000-strong population of flight attendants on customer experience, conflict management, new trends, safety, Delta policies and procedures • Calibrate to changes in policies and procedures, quickly understand new updates, trends, and effectively impart them to the Delta flight attendant population Show less • Lead and guide teams of up to 8 flight attendants on over 1,000 flights during a 7-year career, consistently delivering JD Power-worthy customer experience and ensuring airplane safety• Foster and cultivate relationships with passengers in a short timeframe, leading to an increase in Delta’s Net Promoter Score (NPS) and retention rate among the over 500,000 passengers I’ve served in the past 7 years• Empathize and effectively communicate with passengers experiencing hardship during their travel or for personal reasons, providing comfort and fostering a level of trust and support Show less

  • Technical Facilitator/Flight Attendant Instructor

    Feb 2022 - now

  • Flight Leader/Flight Attendant

    Jan 2017 - now

  • Ramp Agent

    May 2016 - Jan 2017
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  The Wiser Driver

  Jan 2018 - Dec 2022

  Account Manager

  •Manage client accounts and foster strong relationships with students and parents.•Develop marketing strategies to promote driving school services and increase enrollment.•Coordinate lesson scheduling and instructor assignments to optimize operational efficiency.•Monitor student progress and provide feedback to enhance learning outcomes.•Ensure compliance with state regulations and industry standards.•Analyze performance metrics to identify growth opportunities and improve service delivery. Show less