Kidell Powell

About Me

For over 13 years, I've had the privilege of working alongside incredible people in the aviation industry—from frontline teams to executive leadership. What drives me isn't just operational excellence, but the genuine connections I build and the positive impact I can have on people's lives and careers.

My approach to leadership is simple: lead from the heart. I believe that when people feel valued, supported, and empowered, they naturally rise to meet challenges and exceed expectations. Whether I'm developing comprehensive training programs, coaching emerging leaders, or navigating complex operational challenges, my focus remains on the people behind the process.

Currently serving as Field Service Manager at Delta Air Lines in Boston, I work to create environments where teams thrive. From designing engagement tools to implementing strategic initiatives, I'm passionate about removing barriers and creating opportunities for growth. I'm now expanding my expertise through professional certifications in Project Management and Human Resource Management, always seeking new ways to better serve and support the teams I work with.

Core Competencies

People-First Leadership

Team Development & Coaching

Training Program Design

Operations Management

Project Management

Process Improvement

Employee Engagement

Strategic Communications

Data-Driven Decision Making

Relationship Building

Professional Journey

Field Service Manager

Delta Air Lines

May 2022 - Present | Boston, MA

Partner with 100+ team members to deliver exceptional customer experiences through authentic leadership and meaningful engagement strategies
Create and facilitate comprehensive training programs that support new leaders in their development journey, resulting in improved confidence and performance
Collaborate with cross-functional partners to drive continuous improvement initiatives, contributing to sustained year-over-year growth in customer satisfaction scores
Lead the successful launch of the Terminal E Inflight Service facility, bringing together multiple stakeholders and creating a welcoming space for our team
Design accessible resources and tools that empower leaders to succeed, including standard operating procedures, communication guides, and recognition frameworks
Foster a culture of appreciation by developing systems that celebrate team achievements and individual contributions

Flight Attendant & Purser

Delta Air Lines | JetBlue Airways

May 2017 - May 2022 | New York, NY

Built genuine connections with customers and crew members, creating positive experiences during every flight
Supported and mentored fellow crew members, sharing knowledge and promoting collaborative problem-solving
Earned selection to the Purser program through demonstrated leadership and commitment to service excellence
Maintained calm and effective communication during challenging situations, always prioritizing safety and care

Revenue Management Analyst

American Airlines

May 2016 - May 2017 | Dallas-Fort Worth, TX

Served as a trusted resource for airport operations and reservations teams, building strong cross-departmental relationships
Supported customers during irregular operations by coordinating accommodations and solutions with empathy and efficiency
Mentored new team members, sharing knowledge and providing patient guidance during their onboarding journey
Collaborated with training teams to enhance learning materials and improve the new hire experience

Customer Service Agent

American Airlines

January 2014 - May 2016 | Los Angeles, CA

Connected with diverse passengers every day, ensuring everyone felt welcomed and cared for regardless of their circumstances
Navigated complex operational challenges with composure, always seeking solutions that put customers first
Provided attentive support to passengers with special needs, creating seamless and dignified travel experiences

Featured Work

Terminal E Operations Guide

Created a comprehensive resource that supports leaders in delivering consistent, excellent service. This guide brings clarity to complex processes and empowers teams to handle everything from daily operations to unexpected challenges with confidence.

Resource Development Team Support Process Clarity

Leader Engagement Framework

Designed monthly connection tools that help leaders maintain meaningful touchpoints with their teams. These resources provide talking points, recognition opportunities, and safety conversations that keep everyone aligned and engaged.

Leadership Support Team Connection Communication

Recognition & Appreciation Program

Built a system that makes celebrating our people simple and meaningful. From milestone moments to everyday excellence, this program helps ensure no achievement goes unnoticed and everyone feels valued.

Culture Building Team Appreciation Design

Purser Development Initiative

Partnered with aspiring leaders to share insights about the Purser role and what it truly means to lead with heart. Through informational sessions and thoughtful onboarding support, helped candidates understand the impact they can have.

Career Development Mentorship Program Design

Terminal E Launch Project

Coordinated a complex facility opening by bringing together multiple teams and stakeholders. Created a welcoming environment and seamless transition process that set our team up for success in their new space.

Project Coordination Change Management Stakeholder Engagement

Crisis Response Innovation

During a major operational disruption, identified an opportunity to better support our team through improved communication and tracking. Quickly implemented a solution that reduced stress and improved outcomes for everyone involved.

Problem Solving Innovation Team Support