Emma Rae Rasmussen
Hot Springs
Summary
Experienced aviation and customer service professional with a strong background in airport operations, customer service, and hospitality. Currently working as an Above-Wing Agent (CSA) with Delta Airlines, providing exceptional service and ensuring smooth passenger experiences. Previous experience includes working as a Below-Wing Ramp Agent with Delta and as a Customer Service Lead with Menzies Aviation, where I managed teams and resolved complex customer issues. Additionally, my hospitality experience at The Ritz-Carlton has honed my ability to deliver high-quality service under pressure. Skilled in conflict resolution, operational efficiency, and team leadership, with a passion for enhancing the customer experience and maintaining safety and operational standards.
Overview
2
2
years of professional experience
Work History
Customer Service Agent
Delta Air Lines, Inc
01.2025 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Ramp Agent
Delta Air Lines, Inc
11.2023 - 01.2025
- Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
- Guided aircraft into and out of parking positions using hand signals.
- Maintained clean ramps, preventing trip hazards or debris from interfering with aircraft movements or personnel safety.
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over 27 daily flights.
Customer Service Representative
The Ritz Carlton
06.2023 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Lead
Menzies Aviation
12.2022 - 05.2023
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
Education
High School Diploma -
Hot Springs High School
Hot Springs, MT05-2021
Bachelor of Arts - Law
University of Arizona
Tucson, AZ05-2025
Bachelor of Science - Business Management
Grand Canyon University
Phoenix, AZ05-2027
Skills
- Customer service
- Data entry (DL Term)
- Outstanding communication skills
- Conflict resolution
- Service-oriented self-starter
- Assertiveness
- Customer focus
- Relationship building
Timeline
Customer Service Agent
Delta Air Lines, Inc
01.2025 - Current
Ramp Agent
Delta Air Lines, Inc
11.2023 - 01.2025
Customer Service Representative
The Ritz Carlton
06.2023 - 12.2023
Customer Service Lead
Menzies Aviation
12.2022 - 05.2023
High School Diploma -
Hot Springs High School
Bachelor of Arts - Law
University of Arizona
Bachelor of Science - Business Management
Grand Canyon University
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