Caroline Leung Email and Phone Number

Lead the strategic development and implementation of a mentorship program resulting in supporting over 400 mid to senior level management employees with options to scale, including process, training, and delivery.Introduced a proactive professional coaching program providing personalized development for employees.Accountable for leading the research, management, development, implementation, and facilitation of best practices related to Talent Planning and Organizational Coaching strategy to position Air Canada to be a top 10 global airline. This includes building and maintaining relationships with executives, external media clients, internal stakeholders, and managers on all things related to talent planning, including development, coaching and mentoring. As an HR ambassador, implementing best practices in talent planning is key to engaging and growing internal talent and is aligned with current industry trends. I support and provide functional direction to other managers and ensure alignment with global HR’s vision, One HR.

Having first-hand employee experience in many different areas of the company and at different capacities, I joined the Corporate Talent team to share externally Air Canada's top talent and processes. Following Air Canada's ambition to be a top ten global airline in everything we do, I research and benchmark best practices for top employers while partnering with individuals and groups internally and externally.I also act as the main point of contact for competitions and am accountable to prepare, gather, organize, write, and present the information to judging panels. This has resulted in accolades such as The Payworks Award for Best Corporate Social Responsibility Strategy 2022, 2023 HRD Innovative HR Teams and, Montreal's Top Employer 2023, Achievers Elite 5 (Most engaged workplaces), 2023 HR Awards for Wellness.

This role was a natural fit given my previous project management experience, inflight service knowledge and passion for food. In this role, I am responsible for managing catering product and galley planning initiatives/projects. This included the creation and maintenance of appropriate documentation to distribute to internal and external stakeholders. All of this while building and maintaining effective relationships to positively affect change.

Supported the VP, Customer Contact Centres as a key member of the Senior Management team and was responsible for overseeing key projects and initiatives aimed at achieving the branch's objectives and goals. Assisted in the development of policies and procedures for COVID-19 which included planning, organizing, directing, controlling, and evaluating the safety of operations. Setup, trained, managed and sunset an international operation of 15+ employees remotely. Responsible for the planning, scheduling, and delivery of virtual/in-person leadership and development conferences across the continent and internationally for management and unionized employees. Piloted and managed employee/career development programs for 90+ management employees branch wide.

Used organizational, communication, and analytical skills to assist Air Canada's 6000-strong cabin crew in maintaining and exceeding our 4-star Skytrax service ranking as well as their outstanding safety reputation by training, coaching, and assessing cabin crew (and potential cabin crew) and develop them into full service and safety professionals. In this role I conducted and facilitated classroom and simulator training related to Customer Service, Commercial, Safety, Regulatory and completed all pre and post training administration. I represented IFS Training Delivery while working alongside with other departments within Air Canada (including but not limited to: IFS, IFS Safety, Design, Loyalty) and supported where required. This also included providing feedback and recommendations. I also acted as a Subject Matter Expert for Service training programs, and participated in all the Train the Trainers sessions on Safety, Service, and Instructional related items as they pertain to training.

Representing Air Canada as a brand ambassador onboard Air Canada flights. Customer service excellence is a top priority as well as ensuring a safe and highly enjoyable travel experience for our customers. I also take care to create memorable customer service and handle diverse and challenging situations with poise and diplomacy onboard our flights. Having strong interpersonal skills are also very important in this role, as we must work with different people on each flight as coworkers and also be in contact with different members of the public. In this role, I must also have a strong awareness of our product offerings to ensure that each passenger is provided with the best service. We must also be culturally aware as we are an international carrier.

Providing the highest level of customer service to Air Canada's premium customers is of the utmost importance. In this role, I provide airport assistance, rebooking assistance, and other airline related assistance to our passengers. Acting with an "If it's possible, consider it done" philosophy for our premium customers to ensure smooth travel. In this role, I also provided administrative support by ensuring the daily airport operation runs smoothly. In the role of an office/operations coordinator, ensuring that all requests and emails are acted on promptly and on-time. Ensuring that passenger requests are met with and also proactively seeking solutions prior to a problem arising. As a Concierge in Toronto base, I must also answer phone calls from members around the world requiring assistance with a focus on high levels of customer service as well as with a monthly average speed of answer time of seconds. With that, I must communicate with other concierge stations around the world to ensure that our members are provided with seamless personalized service.With the Concierge department at Air Canada, I have also been given the chance to act as a coach to other (in-training) concierge agents. In addition, working with AC Jetz, I ensure the airport side of charter flights are run smoothly. This includes working with Customs and Immigration, US Customs, Operations Control, and the Greater Toronto Airport Authority. It also includes working with the travel representatives for major companies and teams.

Working on the front-line in the Kumon centre by answering phone calls, providing program information, assisting centre assistants to helping students get their work done. General tasks for Centre Assistants include: data entry, administering placement tests, facilitating learning of Kumon material, providing accurate and constructive feedback, marking and assessing student work and performance, accurately recording work hours, and informing instructor/supervisor of observations and concerns. As a Chief Centre Assistant, additional responsibilities include: managing all communication to and from the instructor by answering all phone calls for instructor, communicating with parents/guardians, recruiting, training design, staff training, analyzing training performance information, plan/organize/conduct workshops, coaching centre assistants, staff scheduling, preparing workload, assisting for payroll, processing payments, planning instructor appointments, planning award ceremonies, key holder responsibilities and any additional responsibilities as per instructor.Primary Key Holder function is to open and close centre in the absence of the instructor, perform primary management tasks, and carry out all operational functions in her absence

Assisted PR Manager to develop press releases and pitches to editors and influencers which resulted in Digital and Print press hits. Responsible for building press kits for distribution and accurately recording media coverage. I also developed detailed social media, marketing, and PR plans for new product launches, which lead to directing our pilot IG/FB LIVE videos. Generated copy and content for social media and e-blasts to retailers and consumers. As a start-up, I remained flexible and assisted in other areas such as product development, quality control, sales, and any other tasks as assigned. In terms of product development, I brainstormed new product ideas and names. I also developed graphic drafts for packaging and copy for the new products.

This position encompassed working on a variety of projects that came up during the summer months with Housing at Western University. Some projects included: assisting in the delivery of training sessions for Learning and Development (L&D) Conference trainers, developing a comprehensive marketing and communication plan, event planning and management, submitting grant proposals, ordering promotional material and inventory, social media management via Hootsuite, providing a learning and development session to over 300 student leaders, updating the Community Development Model, developing diversity awareness and inclusion material, scheduling a week long conference in ‘Guidebook’ application, assisting in the production of the Upstander video and the development of the Upstander training program, identified/selected quality cost-competitive suppliers for when ordering products/materials, administrative tasks for the planning of student staff training conference and assisting the Residence Counsellor in updating mental health package information as well as administrative tasks.In this position, I also got a chance to act as a Team Lead for a pilot program called "Rez Welcome Team". I had the pleasure of designing the training covering topics such as intercultural communication, operation procedures, and emergency protocols. Responsibilities as team lead also included providing the training session, recruitment of volunteers and volunteer management.

Reported directly to the Residence Manager (RM) as a Residence Don, this position is responsible for playing a leadership role community development, providing leadership to residents of the unit and mentoring Residence Advisors (RA), acting as RM in their absence for a building of over 600 students, emergency/risk management, event planning, needs assessment, communicating necessary information to RM or Manager-on-Call in a timely manner, creating a duty schedule for 5 staff members, and all that is covered under the RA description below.Some additional roles included being the Move-in Day Coordinator, Fall Preview Day Coordinator, and Behaviour Management Don.Responsibilities as the Move-in Day Coordinator included coordinating the inaugural opening of the building to 600 students and their families and organizing staff and student volunteers. As the Fall Preview Day Coordinator, I coordinated staff and student volunteers in touring the new residence building and promoting aspects of residence life and residence buildings to hundreds of prospective students and families.Following the restorative justice model, as a Behaviour Management Don, I worked closely with the RM and the Coordinator of Residence Conduct to investigate lower level behavioural incidents and recommend appropriate sanctions for residents. This position also included: conducting investigation meetings with residents, preparing residents for disciplinary outcomes, determining appropriate behavioural and/or educational sanctions with RM, communicating trends and concerns in behaviour management issues to the RM, Reports any concerns to the RM as soon as possible, implementing and reporting on campus-wide damage reduction programs, and educated students with regard to their actions and responsibilities while protecting the residence community from conduct violations, maintaining an environment that supports learning, repairing any harm that is done to the community.

Acted as frontline security and emergency communication as well as customer service for residents of residence buildings. Some responsibilities included: producing new keys and rent equipment out to residents, responding to resident complaints and dispatch appropriate staff, calling emergency services, ensuring the building/facilities safety (kitchen and public rooms), and answering any inquiries.

Reported directly to the Residence Manager (RM) as a Residence Advisor, this position is responsible for designing and implementing programs and initiatives based on the needs of the learning community (e.g. needs assessment survey), providing resources to students in the learning community that promote community building, personal growth and academic success and fostering a community atmosphere in residence which creates opportunity for capacity building. I played a key role in facilitating a secure foundation for student transition and growth into university life, ensuring that residence policies are upheld, and responding to policy violations and emergencies as they arise. Some additional tasks included: maintaining open communication and manage administrative duties, utilizing available budget money for learning community programs.

Marketing the key aspects of the residence building by providing a tour, some responsibilities of this role included: promoting the benefits of residence lifestyle, highlighted the aspects of residence life and residence buildings, and answered any question regarding Western University and university life.

This was a summer student position, working with Claims team to assist with administrative duties as well as assisting with the determination and indexing of claims.Some duties included: indexing incoming claims, mailing out explanation of benefits and pre-determinations, returning mail that has been returned to sender, answering inquiries via Lotus Notes and other miscellaneous tasks as assigned.

Provided outstanding customer service and food service while upholding proper health and safety regulations.Key responsibilities included: proper operation and cleaning of facility, completing daily checks and maintaining proper hygiene and sanitation, communicating orders to attendants and smoothly expediting customer orders, prepare all items on menu (ie. coffee, smoothies, sandwiches etc.), ensuring the till was accounted for accurately and any other duties as assigned.

Primarily responsible for supervising preschool aged children in an aquatic setting. Responsibilities included: supervising children in the camp, ensuring children are signed in and out according to the City of Mississauga standards, creating activities for kids that relate to water safety, assisting other "dry land" camps when assistance is required, and handling inclusion issues.

Reported to Aquatic Supervisor, with the primary role of instructing and ensuring safety of all patrons in the pool setting.Responsibilities included: instructing/examining leadership classes (First Aid/NLS/Bronze), directing staff when dealing with emergency situations, providing first aid and record all relevant information, providing friendly customer service to all patrons entering facility, using CLASS Program registration, preparing rental schedules and also provide class lists for staff members, supervising and maintaining a safe, enjoyable environment for all swimmers, teaching all swimming program levels to participants, and assisting with special events and facility promotion.

Providing sport instruction and supervision for community members of the City of Mississauga. As a Drop-In Supervisor, responsibilities included: performing safety inspection check before participants start, checking that customers have paid, ensuring customer safety, setting-up/taking down equipment needed, creating a positive experience for all customers, relaying information (comments/concerns/requests) from customers to supervisor and following up.As a Preschool/Sports instructor, I instructed 'Smorgasports' a program geared towards 2 to 3 year-olds and their parents by introducing individuals to sports equipment and circle games appropriate to their stages in development and marketing. I also substituted other sport instructors for Basketball and Volleyball programs. Responsibilities included preparing safe, fun, effective lessons for all participants, ensuring safety for all participants, and promoting the City of Mississauga and their services.

As part of a summer co-op course, this position included two roles that had interchangeable responsibilities. These included: contacting multiple non-profit organizations to organize guest appearances, assisting in administrative and clerical work at front desk, answering inquiries via phone calls and email (Microsoft Outlook), processing video clip requests and payment, entering customer requests onto database, following up on compliments and criticisms for shows, regulating online message board, aiding in production of a live show, appearing as guest host in a live show, working in a team environment to produce a show and researching on local events