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Debra Cobb-Buggs

@debracobb-buggs

Customer experience director at Navy Pier Incorporated who improved visitor satisfaction and repeat engagement.

At Navy Pier Incorporated, I developed and executed customer engagement strategies aligned with organizational objectives, improving visitor satisfaction and repeat engagement for 77 communities. I also advanced performance metrics by 3.5% and feedback systems by 5.7%.

At Delta Air Lines, I orchestrated employee-driven initiatives as Veterans Resource Group President, contributing to a 9% year-over-year improvement in Net Promoter Scores. I also led a cross-functional design team that developed the 'Spirit of Freedom' aircraft.

At the Air National Guard, I analyze demographic data, HR policies, and recruitment practices to identify employment barriers and develop action plans. These efforts increased workforce representation by 4.8%.

Experience

Work history, roles, and key accomplishments

Current

Program Manager

Current

Air National Guard

Nov 2011 - Present (14 years 11 months)

Analyzed demographic data, HR policies, and recruitment practices to identify and eliminate systemic employment barriers, developing action plans that increased workforce representation by 4.8%. Spearheaded budgeting, scheduling, logistical coordination, and execution for state-level workgroups under the Governor's Task Force.

Data Analysis HR Policy Recruitment Strategic Planning Budgeting Scheduling Logistics Professional Development Talent Acquisition Employee Retention

Director

Navy Pier Incorporated

May 2025 - Apr 2026 (11 months)

Advanced performance metrics by 3.5% and feedback systems by 5.7% to evaluate customer interactions during operations, enabling continuous improvement initiatives that enhanced overall visitor satisfaction and loyalty. Developed and executed customer engagement strategies aligned with organizational objectives and corporate strategic plan.

Customer Engagement Performance Metrics Feedback Systems Continuous Improvement Strategic Planning Cross functional Leadership Training Development

Program Manager

Federal Aviation Administration

Apr 2024 - Apr 2025 (1 year)

Strategically administered the budgetary processes for the FAA Real Estate and Asset Management Enterprise System (FRAMES) to enhance inventory management and operational efficiency with 100% accuracy. Managed safety communication outreach for a level twelve facility, supporting the Chicago Department of Aviation.

Budget Management Inventory Management Operational Efficiency Health and Safety Communication Training Management Enterprise Systems

Program Manager-988 Community Liaison

Department of Behavioral Health & Developmental Disabilities

May 2023 - Apr 2024 (11 months)

Orchestrated statewide initiatives, collaborating with planning coalitions and 150+ counties to effectively implement the strategic messaging framework, ensuring community engagement, representing Diversity, Equity and Inclusion. Spearheaded initiatives for continuous process improvement and educational development, organizing over 50 internal and community-based organization events.

Community Engagement Strategic Messaging Diversity Equity And Inclusion Process Improvement Event Planning Stakeholder Collaboration Program Management

Global Customer Experience Manager

Delta Air Lines

Mar 2008 - Aug 2020 (12 years 5 months)

Orchestrated employee-driven initiatives as the Veterans Resource Group President, which increased brand messaging, membership engagement, and community interactions, leading to a 9% improvement in Net Promoter Scores (NPS) Year Over Year. Achieved a completion factor exceeding 98.6% for daily flight operations over a 12-month period, surpassing the 96% industry standard.

Customer Experience Net Promoter Score Brand Messaging Employee Engagement Cross functional Leadership Operational Efficiency Flight Operations