Diane Rosebrock
Shinfield
Summary
Customer-focused airport service leader with over 10 years of experience in international airline operations. Demonstrated success in managing irregular operations and achieving on-time performance in high-pressure environments. Collaborates effectively with cross-functional teams and actively mentors colleagues to enhance team capabilities and operational excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work history
Red Coat
Delta Air Lines
London, United Kingdom
2025.02 - Current
- Resolve complex customer issues and flight disruptions as senior escalation point in high-volume international hub
- Lead real-time operational coordination, ensuring on-time departures and seamless customer connections
- Collaborate cross-functionally with flight crews, ramp teams, and operations to maintain efficient turnaround performance
- Optimize staffing and resource allocation during peak operations and irregularities
- Enhance customer experience through proactive problem-solving and high service standards
- Mentor and support team members, strengthening operational consistency and team capability
- Support compliance with safety regulations and contribute to a safe working environment
Airport Service Agent
Delta Air Lines
Munich, Germany
2023.01 - 2025.01
- Ensured on-time flight departures with strong safety focus
- Effectively communicated with passengers during irregular operations
- Facilitated coordination with ramp, leadership and business partners
- Supported business partner colleagues in all operational needs and in challenging situations
- Worked side by side with OSMs and Station Manager and assisted with administrative duties
- Communicated and coordinated with flight crews on ground
- Covered GSC responsibilities and oversaw operation in station when STM and OSM were not available
Customer Service Agent
Delta Air Lines
Munich, Germany
2019.05 - 2023.12
- Checked-in passengers in timely, efficient and professional manner
- Meted and assisted needy passengers; always maintained excellent communication & service
- Handled customer complaints as required
- Changed, rebooked and sold tickets
- Coordinated with all business partners involved in turnaround process
Customer Service Agent
Aerogate GmbH
Munich, Germany
2012.06 - 2019.05
- Checked in passengers
- Boarded passengers and controlled flights at gates
- Ensured proper documentation for travel
- Trained newly hired agents for different computer systems and Airlines
- Worked for different international and national Airlines / mainly for Delta Air Lines as Red Coat
Education
A-Levels - General Certificate of Education Advanced Level
Secondary School
Soltau, GermanySkills
- Team building
- Communication skills
- Leadership
- Problem-solving
- Calm under pressure
- Strategic planning
- Public speaking
Languages
German
Native
English
Advanced (C1)
Certification
- DELTA CRO
- DELTA GSC
- DELTA LRA
Graduate of Delta's ONE L #4
TDY / Special Assignments
- May 2020 to July 2022 - Frankfurt / Germany
- July 2021 - Dubrovnik / Croatia
- August 2021 - Keflavik / Iceland
- September 2021 - Athens / Greece
- February 2024 - Paris / France
Timeline
Red Coat
Delta Air Lines
2025.02 - Current
Airport Service Agent
Delta Air Lines
2023.01 - 2025.01
Customer Service Agent
Delta Air Lines
2019.05 - 2023.12
Customer Service Agent
Aerogate GmbH
2012.06 - 2019.05
A-Levels - General Certificate of Education Advanced Level
Secondary School