Jerry Fletcher, Manager, Reservation Systems- Customer Strategy & Social Media for Delta Airlines will present a case study on Delta’s innovated approach to social servicing, the lessons learned, and their continuous efforts to refine it.

Jerry has been with Delta for 16 years, working in various project management and leadership roles. He co-founded @DeltaAssist, the first of its kind, industry leading social outreach tool. Jerry has a passion for travel, customer service, and emerging media. He holds a master’s degree in Conflict Resolution, focusing on group dynamics and alternative dispute resolution, and a BS in Business Administration