Ta Nessa Carter

Experience

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  Barnes and Noble's College Bookstore

  May 1999 - Apr 2001

  Assistance Store Manager

  • Responsible to oversee that 40 employees were providing excellent customer service to students, faculty, and visitors• Ordered and purchased required textbooks and materials for each class• Responsible for accuracy of inventory of all merchandise clothing, textbooks and misc merchandise (retail store value 5M)• Certified to train all employees on procedures from daily sales to special events (book buy back, semester pre-order book sales).

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  Air Trans Airways

  Oct 2001 - Jul 2005

  Customer Service

  .• Performed duties as Ticket/Gate/Ramp Agent• Provided excellent customer service to over 500 passengers per day with checking in, seat assignments and connections• Accurately processed customers luggage to ensure it was loaded on the correct aircraft• Marshaled aircraft in and out of the parking gate to include checking the aircraft exterior for damage upon arrival and prior to departure• Assisted passengers with travel concerns and resolve with a 95% success rate of minimal compensation• Responsible for accuracy of all controllable documents (vouchers, ticket, cash and sales reports, bank deposits).• Supervised 25 employees• Certified to train employees on procedures to ensure compliance with FAA, DOT, and TSA regulations. Show less

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  ExpressJet Airlines

  Jul 2005 - Mar 2011

  • Worked every aspect of Accounts Payable and Accounts Receivable. • As Charter Requisitions Analyst, validated, processed and billed charter clients for applicable charges; reducing errors by 95 percent• Helped develop control procedures for the charter line of business to meet Sarbanes Oxley requirements• Trained staff and company employees• Provided advice and guidance regarding building, enhancing and operating revenue collection• Appointed Assistant Administrator for Citibank Global Card Management System• Assisted in the preparation of tax forms 1099• Responsible for the timely entry and approval of all Company and American Express expense reports for over 3000 employees• Audited all Citibank Company charges on a monthly basis for expense up to $500k• Reduced non-compliant card holders from 75 percent to less than 5 percent• Assisted with purchase net electronic data base for invoices to be process by AP that was used by company employees for vendor processing and payment • Responsible for data entry of invoices for payments; accounts receivable and reviewed aging reports• Served as HR Hearing Officer; reviewed all level appeal cases submitted Show less • Provided administrative services and clerical support• Responsible for accuracy of all controllable documents (vouchers, ticket, cash and sales reports, bank deposits)• Documented and recorded all occurrences for employee personnel file and worked with Human Resource • Accurately reviewed and processed payroll for up to 75 employees twice a week.• Reviewed and processed invoices weekly• Assisted all levels of Management from Supervisors to CEO with scheduling of meetings, presentations, banquets, transportation, and travel arrangements• Assisted as a liaison and trainer for all new managers and non-management personnel in support of all SOX audits and software implementation Show less

  • Financial Program Specialist

    May 2008 - Mar 2011

  • Administravtive

    Nov 2005 - May 2008

  • Customer Service

    Jul 2005 - Nov 2005
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  ExpressJet Airlines

  Jun 2011 - May 2013

  Supervisor Passenger Claims

  • Supervised passenger injury claims • Review and process all injury claims submitted to Express Jet Airlines from Major Airline Partners • Review and process all reimbursement for claims out of pocket expenses• Analyze all compliments and complaints received from Major Airline Partners• Gather support data for all cases in litigation• Resolved and settle claims and prepare files for insurance adjustor • Prepare Interrogatories and other items for settlement of lawsuits • Served as liaison for lead Insurance Attorneys and Major Airline Partners Show less

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  US Airways

  May 2013 - May 2014

  Manager Customer Service

  Manage 120 employees that assist all passengers with special needs.Responsible for all CAR TrainingPerform SSR and Station Customer Service Audits.Review and process Customer Complaints and Compliments.

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  American Airlines

  May 2014 - now

  • Responsible to oversee 200+ employees that process Inbound/Outbound freight• Review and Investigate delays and damages • Ensure that employees remain company, FAA, TSA and DOT compliant• Resolve Customer Service and Operational challenges• Company Performance Investigations• Hearing Officer for Second Appeals Grievances • Administration -Payroll, Attendance, Bids, SIDA Badging, Budget, Headcount, Supplies, Accounts Payable, Training, Bids, Bidding Hub, misc. clerical duties• Labor Relations• Assist with hiring and onboarding • Assist with employee development• GSC/CRO/ SMS Qualified Show less • Responsible to oversee 700+ employees that handle passengers’ baggage, mail and freight• Review and Investigate delays, damages, baggage processes • Ensure that employees remain company, FAA, TSA and DOT compliant• Resolve Customer Service and Operational challenges• Company Performance Investigations• Hearing Officer for Second Appeals Grievances • Liaison for Customer Operations LAX Construction Projects & Software Upgrades• Interim Director for Customer Operations-LAX• Labor Relations• Assist with hiring and onboarding • Assist with employee development• GSC/CRO/ SMS Qualified Show less • Responsible to oversee 700+ employees that handle passengers baggage from 3 locations• Review and Investigate daily baggage processes • Ensure that agents remain company, FAA, TSA and DOT compliant • Assisted in the implementation of new technology into the Ramp Operation(Staff Manger, BRR, Dv8 and Tlink2, PRIME)• Oversee all baggage operations for T4 and T5• Reduced MBR Baggage Performance within 6 months resulting in 12 yr. new historical low• Responsible to oversee baggage operation resulting in 20 consecutive months MBR goal ( New AA Company Record )• Installation of LAX ROC ( Ramp Operations Center for baggage )• Reduces ML-ML transfers by 10% YOY in the first month.• Resolve Customer Service and Operational challenges• Company Performance Investigations Show less

  • Sector Manager AA IOC Operations

    Jul 2024 - now

  • MOD Cargo Operations

    Jul 2020 - Aug 2024

  • MOD Customer Operations

    Apr 2019 - Jul 2020

  • Baggage Manager

    Aug 2017 - Apr 2019

  • Customer Service Manager

    May 2014 - Jul 2017