• Provide the highest level of customer service, and provided information regarding flights, fares, special offers, and lounge services via phone, emails, and in-person interactions• Provide timely resolutions to customer inquiries, including concerns and/or issues to ensure customer satisfaction• Assist the customers in cross-selling & up-selling products and services; develop and implement customer retention strategies to increase loyalty and repeat business• Strengthen the Maple Leaf Lounge program and interact and handle Super elite members of the airline• Act as the lead "go-to" person for new reps and train both new and established employees• Ensure compliance with key control and other policies, including maintaining confidentiality in our secure environment and collaborating with cross-functional teams

• Provided operational support and assistance in a broad scope of HR specializations, ranging from employee relations, talent acquisition, retention, succession planning, workforce planning, training, compensation & benefits, payroll, learning & development (L&D), talent assessment, training, onboarding, relocation, change management, etc• Managed and prioritized HR transactions for new hires, employee transfers, Health and Safety protocols, short-term disability plans leave of absence, retirements, and terminations, payroll, tracking attendance, etc.• Performed recruitment of operational and technology resources - established initial contacts, scheduled, and conducted a full-cycle interview, met each in-person/video call, reference check and submitted for the matching position, negotiated salaries and hourly rates, extended offers of employment to successful candidates, and perform effective tracking using ATS/HRIS system• Provided executive-level administrative support to the managing director including business correspondence, travel arrangements, records management, email management, event management, calendar management, arranging meetings, distributing agendas, taking meeting minutes, creating business correspondence, expense management, etc.• Developed and maintained, policies/procedures to ensure compliance with legal and regulatory HR and operational requirements

-Delivered Human Resources support to a team of flight attendants, including rewards and recognition, performance management, ability management, career development, employee relations, and health and wellness program-Developed training programs for cabin crew at all levels through the development of safety and emergency procedures of the Flight Attendant Manual; acted as Subject matter expert (SME) for all Occupational Health and Safety matters-Coached, supported, and trained employees on providing excellent service while presenting the onboard product to high-yield customers and supervising duty-free sales-Compiled management information by developing audits, conducting interviews, monthly reports/senior reports, performance assessments, and reconciled expenses as per company standards and policies

• Led 15-member international flights Coordinated, planned, and processed team members' schedules on a month-to-month basis, adhering to duty time compliance and limitations• Monitored irregularities while communicating with crew scheduling, duty manager, and records to ensure an efficient and consistent daily operation• Completed staging/coordination of onboard product before service delivery and presented onboard merchandise and products to customers from display• Followed company and third-party sellers’ standards and create seamless and memorable service delivery to customers• Facilitated the highest level of safety by inspecting safety equipment, announcing and demonstrating safety procedures, and verifying passengers' compliance with safety regulations throughout all stages of flight• De-escalated a wide variety of conflicts with in-flight passengers and provided solutions to issues relating to staff, meals, allotted seats