Paula Silva Email & Phone Number

Durazno, Uy

Aeroport Dorval

Staff Management: Oversee the workforce at YUL station across various divisions, including Passenger Services, Ramp Services, Baggage Handling, Operations, Planning, Coordinators, and Training.Schedule Compliance: Ensure adherence to both medium- and long-term scheduling requirements, maintaining operational efficiency and compliance.Attendance Policy: Manage attendance policies and guidelines for overtime allocation, ensuring fair and consistent application.Team Oversight: Supervise planners, coordinators, and trainers, ensuring effective team management and operational excellence.Operations Leadership: Direct the station’s operations team, focusing on optimizing workflow and maintaining high performance standards.Ramp Equipment Management: Oversee the management and maintenance of ramp equipment, ensuring operational readiness and safety.Training Management: Responsible for the development and administration of training programs to ensure all employees meet required qualifications.Business Development: Identify and capitalize on new business opportunities, contributing to the expansion and enhancement of services.Interdepartmental Communication: Coordinate with all departments to ensure smooth and efficient passenger arrivals and departures.

Saint-Jérôme, Québec, Canada

Call Center Management: Oversee the customer call center operations, handling web and telephone inquiries for Chevrolet Saint-Jerome, Chrysler Saint-Jerome, and Supercenter Auto-Depot.Division Oversight: Manage the four key divisions of the call center: Sales, Financing, Service, and Renewals, ensuring cohesive and effective operations across each area.Strategic Planning: Develop and execute strategic plans to achieve sales targets, driving growth and performance across the call center.Team Development: Lead the recruitment and coaching of employees, fostering a high-performance culture and ensuring continuous development of BDC agents and team leaders.Relationship Building: Establish and nurture beneficial relationships with management and various departments, enhancing collaboration and operational efficiency.Industry Insight: Stay informed about automotive industry trends and competitive dynamics to maintain a competitive edge and adapt strategies accordingly.Performance Monitoring: Provide regular feedback and performance evaluations to the management team, implementing improvements to enhance agent results and overall performance.Financial Oversight: Establish and enforce financial policies and procedures, shaping the strategic direction and future of the BDC call center.Reporting: Prepare and present detailed monthly, quarterly, and annual performance reports to owners and management for each dealership, highlighting key statistics and results.Innovation Proposals: Develop and propose advanced and innovative activities for the continuous improvement and development of the call center operations.

Montréal, Québec, Canada

Relationship Management: Cultivate and sustain strong relationships with mobile mortgage brokers, insurers, appraisers, title insurance companies, and legal counsel, ensuring effective collaboration and support.Risk Assessment: Evaluate the risk associated with loan applications, adhering to established policies and guidelines to ensure sound decision-making within allowable limits.Due Diligence: Verify that all necessary due diligence is completed before approving loan conditions or documents, maintaining high standards of accuracy and compliance.Commitment Documentation: Draft commitment letters with precise terms and conditions, upholding quality service standards and adhering to established timelines.Task Prioritization: Prioritize requests and tasks based on thorough risk assessments, managing a high volume of work efficiently while ensuring excellence in service delivery.Market Awareness: Stay informed about the latest market information, trends, and competitive developments to enhance risk evaluation and decision-making processes.

Laval, Rive-Nord

Recruitment and Coaching: Oversee the hiring and coaching of employees, ensuring their development and enhancing team performance.Team Development: Foster team growth and monitor performance to align with branch objectives and support overall success.Customer Experience Management: Uphold and advance the Branch Customer Experience Index Plan (KPIs), supporting the achievement of goals set by senior management.Employee Scheduling: Develop and manage employee schedules to ensure optimal coverage and meet customer needs efficiently.Branch Administration: Handle general administrative duties, including cash management, loss prevention, fraud oversight, audits, compliance, and the execution of product launches and campaigns.Budget Management: Oversee and manage the branch budget, ensuring financial targets are met and resources are allocated effectively.Business Development: Contribute to branch business development and sales strategies, driving growth and enhancing market presence.Credit and Financial Assistance: Review credit check files, prepare documentation, and assist financial advisors with mortgage appointments, ensuring accurate and efficient processes.

Ville St-Laurent, Montreal

- Operational Structure Development: Design and establish the operational framework for the new "Excellence on Board" program, overseeing 30 On-board Services Managers.Process Design: Develop work processes for the new program, ensuring alignment with company policies and regulatory requirements.Daily Operations Management: Plan, supervise, and coordinate the daily assignments of On-board Services Managers for conducting assessments on Air Canada flights.Performance Monitoring: Conduct daily, weekly, and monthly evaluations of assessment objectives achieved by On-board Services Managers, ensuring consistent performance and goal attainment.Reporting and Recommendations: Present performance statistics and results to senior management, providing actionable recommendations to enhance program effectiveness and achieve strategic objectives.Budget Management: Oversee and manage the budget and expenditures related to the "Excellence on Board" program, ensuring financial efficiency and accountability.

Hq:Saint Laurent In Montreal,Quebec

Audit Management: Oversee and conduct annual audit activities and programs for the In-Flight Service department, ensuring compliance with industry standards and internal policies.Emergency Response Program: Develop and implement the emergency response program, including work processes and manuals, in accordance with company policies, Transport Canada regulations, and IATA standards.Hazard Analysis: Analyze trends and key performance indicators (KPIs) related to hazards, accidents, and incidents on aircraft. Provide recommendations for corrective action plans to enhance safety and mitigate risks.

Région De Montréal, Canada

Emergency Management: Oversee the 24/7 emergency management call center, ensuring effective and timely responses to all incidents.Employee Management: Plan, supervise, and manage a team of 65 unionized employees, providing direct oversight and support for daily operations.Cabin Crew Oversight: Monitor the operations of all cabin crew, including Air Canada, Air Canada Rouge, and Jazz flight attendants, and oversee approximately 700 domestic and international departures operated by Air Canada.Operational Compliance: Conduct rigorous day-to-day monitoring of operational requirements, ensuring adherence to CUPE and CAW collective agreements, Transport Canada regulations, and company policies.Budget Control: Manage the department’s salary budget and expenses, ensuring financial efficiency and adherence to budgetary constraints.Performance Management: Oversee team performance, conduct regular meetings and follow-ups with senior management and the union to address issues and drive improvements.Training and Onboarding: Develop and implement comprehensive training and onboarding programs for both new and existing employees, enhancing skills and ensuring compliance with operational standards.

Région De Montréal, Canada

Family-Owned BusinessAccounting and Budget Management: Oversee accounting functions, manage budgets, and handle procurement of materials for the company.Human Resources: Lead the hiring process for employees and ensure compliance with workplace safety regulations (CSST).ISO 9001 Accreditation Support:Monitor production quality levels and ensure adherence to established standards.Develop and implement quality standards and criteria.Collaborate with clients, employees, and suppliers to maintain and improve quality practices.

Document and Contract Management: Create and update content for hotel documents and contracts.New Hotel Development: Contribute to the development and launch of new hotels, ensuring all project aspects align with strategic goals.Sales Department Coordination: Oversee and coordinate with the sales department to align efforts and achieve sales objectives.Familiarization Trips: Plan and organize familiarization trips for travel agents to promote and showcase new hotels.

College Diploma

Diplôme D'Études Secondaires