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Dilsa Almada is an experienced customer service professional with a focus on the airline industry. Currently serving as a Customer Experience Lead at British Airways since February 2017, Dilsa has progressed through various roles including Lead Customer Service Representative and Customer Service Representative. Prior experience includes a position in customer service at Virgin Atlantic from March 2015 to March 2016, and a role as a Passenger Service Agent at ASIG from July 2011 to December 2015. Dilsa holds a BA (HONS) in Airline and Airport Management from the University of West London and a Higher Education Certificate in Sports and Exercise Science from the University of East London School of Education and Communities.