Tenethia Rahney
Lithonia,GA
Summary
Dynamic professional with a proven track record excelling in customer service and efficient data entry. Skilled in handling escalations and complaints, achieving high satisfaction rates. Expert in database management and analysis, ensuring accuracy and timely problem resolution. Demonstrates keen attention to detail and a commitment to excellence in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Ramp Agent
Southwest Airlines
Atlanta, GA
12.2021 - Current
- Marshal aircraft on ramp, including directing, assisting, and parking all arriving, departing, and towed aircraft in accordance with safety policy and procedures.
- Perform wing walker duties to protect aircraft wing from equipment in path of pushback, and maintain visual contact with pushback driver to alert the driver of any danger.
- Lift, load/unload, sort, and transfer passenger baggage, airmail, freight, and company material in and out of aircraft bins, belt loader, or baggage carts in a safe manner and within specific time constraints.
- Maintain safety and security of ramp at all times and comply with safety procedures and station policies. Read and verify city and flight number for every bag to ensure correct loading of customer bags.
- Communicate with Operations, Flight Crew personnel, and other ground personnel concerning arrival/departure information in a professional manner.
- Drive/operate ramp equipment, including but not limited to bag tugs, belt loaders, aircraft tow tractors, and water and lavatory servicing vehicles in a safe manner.
- Service aircraft as needed, including cleaning lavatories and cabin, and restocking items.
- Work in the baggage make-up area and prioritize baggage load for delivery to the proper aircraft for loading.
- Ensures GSE equipment is in proper working order.
Customer Solutions Agent
Delta Airlines
Atlanta , GA
08.2017 - 05.2021
- Listened and documented customer complaints and compliments to ensure corporate values were followed.
- Provided goodwill gestures to customers who did not receive the expected service standards.
- Logged and coded customer feedback for internal analysis and performance improvements.
- Supported frontline employees by providing service recovery through identifying and owning customer issues.
- Identified customer needs and provided appropriate solutions in a timely manner.
- Followed up with customers after resolution of their issues to ensure satisfaction.
- Monitored incoming calls, emails, and chats to ensure timely response to customers' queries.
Reservations Agent
Delta Airlines
Augusta, GA
10.2007 - 08.2017
- Answered incoming calls promptly while providing courteous service throughout duration of call.
- Processed airline reservations, cancellations, and changes for domestic and international flights.
- Ensured accuracy of passenger data entered into the reservation system, such as name, address, contact details.
- Provided customer service to passengers including flight information, ticketing, and other related inquiries.
- Handled special requests from passengers such as additional baggage allowance or upgrades.
- Managed customer complaints professionally with a focus on resolution and satisfaction.
- Researched alternate flight arrangements when requested by passengers due to schedule changes or capacity constraints.
Education
Associate of Applied Science - Computer And Information Systems
Georgia Military College
Milledgeville, GA03-2003
High School Diploma -
Glenn Hills High School
Augusta, GA05-2000
Skills
- Problem resolution
- Efficient data entry
- Customer Service
- Account Management
- Customer Escalations
- Handling complaints
- Research and analysis
- Keen attention to detail
- Database Management
Timeline
Ramp Agent
Southwest Airlines
12.2021 - Current
Customer Solutions Agent
Delta Airlines
08.2017 - 05.2021
Reservations Agent
Delta Airlines
10.2007 - 08.2017
Associate of Applied Science - Computer And Information Systems
Georgia Military College
High School Diploma -
Glenn Hills High School
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