CUSTOMER SERVICE AGENT Air Canada Jazz NOV 2018 – August 2020-Using Air Canada’s computerized system Qik and Amadeus Altea to:-Making reservations and assess fares; -Ticketing and completing daily sales reports; -Passenger check-in; -Checking the baggage weights, calculating any excess baggage charges and processing payments.-Making general passenger announcements. -Liaising with external and internal customers. i.e. ramp agent, flight crew, dispatch, etc. -Providing outstanding customer service answering general inquiries at the airport. -Assisting passengers requiring special handling. -Handling and resolving customer complaints. -Departure Gate customer service and boarding as well as providing assistance to passengers to and from aircraft. -Performing duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers.-Handling missing baggage and damaged baggage claims. -Jet-way operation.-Other related duties as assigned. -Conduct radio communications with aircraft and record flight information.

Provide support for project lead for go-live activities associated with new airport terminal expansions;Work closely with Airport Authorities and other key stakeholders through project lifecycle;Manage schedule and budget inputs to ensure projects are tracking to meet deadlines;Assist with supervision of construction activities on new terminal fit outs;Assist with coordination of other consultants;Assemble and deliver status reports;Experience working in a Class I Canadian airports;Multidisciplinary airport experience, including a thorough knowledge of airline operations, airport authorities, screening operations, Transport Canada and other regulatory bodies, passenger processes and airport operational procedures;Ability to work on multiple complex projects at once, involving elements of operations procedures, phasing plans, regulation, commercial development, air service, planning;I hold a valid Secret Clearance;Strong written and verbal communication skills;Exercise judgment and initiative in interpreting policy and regulation in the planning and implementation of projects and/or work assignments.

Collected and analyzed data; identified local trends as well as regular participation of data reviews.Ensured compliance with CATSA SOP‘s, Bulletins and Directives.Conducted oversight and verification testing at various screening checkpoints with an emphasis on supporting the service provider’s local management. Observed and reported on coordination and effectiveness of CATSA and security partners and responded accordingly to emergency situations.Assisted CATSA management with various duties including acting as liaison with law enforcement agencies and Transport Canada.Participated in a pilot project for Passenger Behavior Observation.Monitored and reported threats and risks due to irregular passenger behavior.Analyzed and engaged passengers based on available information while maintaining a high level of situational awareness and discretion.Compiled observations and developed reports for management.Dealt with public complaints diplomatically using various methods of communication.Worked with the regions to bring resolution to complaints.Assessed results of investigations as well as maintaining paper and electronic files.Travel Coordinator for the CATSA Vancouver 2010 Olympic file.Conducted detailed base audits at Class 2 and Class other airports.

Managed 175 Security personnel.Maintained the integrity of the Aerodrome Primary Security Line.Scheduled and deployed manpower based on operational requirements.Ensured employees were kept abreast of all security measures and Transport Canada regulations.Investigated security breaches as well as completion of all associated documentation.Participated in daily airport operational meetings to discuss changes and occurrences within the airport.Provided directives and assisted in the Security Operations Centre during aircraft emergencies and various airside incidents.Acted as a liaison with the R.C.M.P. regarding security issues.

Provided customer service in English and French.Manual operation of transit systems and troubleshooting of the train computer systems.Acted accordingly to various emergency procedures and provided first aid.Fare inspections and liaison with Transit Police.

In Charge - Vancouver and MontrealProvided customer service in English and French.Ensured all safety aspects related to passengers, crew and aircraft were maintained.Adhered to and enforced all regulations regarding emergency procedures, first aid and fire fighting.Ensured compliance with all Transport Canada, Air Canada and Customs and Immigration policies and procedures.

Customer service, guest registration and departures.Switchboard, reservations, night audits and POS transactions.

All aspects related to cargo and passenger manifest.Coordination of fuel levels based on flight calculations.Flight reports and flight releasesAircraft scheduling, passenger reservations, check in and ticketing.Customer inquiries and resolved complaints.