Andre Henderson
Mooresville,NC
Summary
Dynamic customer service professional with extensive experience at Southwest Airlines, excelling in problem resolution and critical thinking. Proven track record in enhancing customer satisfaction and managing complex situations. Skilled in call center operations and data evaluation, consistently delivering superior service and fostering positive relationships.
Overview
20
20
years of professional experience
Work History
Ramp Supervisor
Southwest Airlines
Raleigh, North Carolina
08.2026 - Current
- Actively coordinate with all Departments to maintain the station's on-time performance, employee morale, and Customer satisfaction.
- Monitor and guide ground support performance to ensure requirements are met.
- Ensure all equipment including GSE is maintained and available for the operation.
- Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment. Meet or exceed performance goals through effective decision making, monitor and assign gate control for flights, assign and track Agents for training compliance.
- Coordinate actively with all Departments to maintain the Station's on-time performance, Report status updates to leaders and employees consistently.
- Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properly.
Customer Service Agent
Southwest Airlines
Charlotte, North Carolina
03.2025 - 07.2026
- Enhanced customer satisfaction through friendly service and positive relationship-building with internal and external stakeholders.
- Operated computerized point-of-sale systems for efficient ticketing, check-in, boarding, and baggage services.
- Resolved ticketing and reservation-related issues, ensuring a seamless experience for all passengers.
- Addressed mishandled customer situations due to flight disruptions or baggage issues promptly and efficiently.
- Maintained compliance with company guidelines while resolving oversell and cancellation-related concerns.
- Managed challenging customer interactions resulting from delayed or cancelled flights with professionalism.
Ramp Agent
Southwest Airlines
Phoenix, Arizona
11.2021 - 03.2025
- Loaded and unloaded baggage and cargo to ensure timely departures.
- Adhered to ground operations manual, promoting a safe working environment.
- Operated in diverse weather conditions while maintaining efficiency.
- Consistently met flight departure schedules through effective time management.
Associate Consultant-Svcs
Progressive
07.2021 - 11.2021
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Received inbound calls in a fast paced call center
- adhere to specific call metrix
Revenue Accounting-Credit Card Fraud
American Airlines
12.2015 - 04.2021
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Merchant Services-Submission Monitor
American Express
03.2007 - 04.2010
- Monitored merchant accounts and requested supporting documentation for payment submission
- Contacted customers to validate charges in effort to prevent fraud and mitigate risk
- Received and resolved escalated calls from merchants and customers
- Trained new personnel regarding company operations, policies and services.
Education
High School Diploma -
Oak Park High School
Oak Park, MI06.2002
Skills
- Experience leading teams and delivering customer service
- Strong written and verbal communication skills
- Proven ability in conflict resolution, decision-making, and team leadership
- Proficient in IT systems and job-relevant software (ie, Tableau Reports)
- Strong sense of accountability, teamwork, motivation, and safety orientation
- Reliable, punctual attendance
Timeline
Ramp Supervisor
Southwest Airlines
08.2026 - Current
Customer Service Agent
Southwest Airlines
03.2025 - 07.2026
Ramp Agent
Southwest Airlines
11.2021 - 03.2025
Associate Consultant-Svcs
Progressive
07.2021 - 11.2021
Revenue Accounting-Credit Card Fraud
American Airlines
12.2015 - 04.2021
Merchant Services-Submission Monitor
American Express
03.2007 - 04.2010
High School Diploma -
Oak Park High School