Amanda Felipe
Burnaby,BC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Customer Experience Manager – In Terminal Ops
AIR CANADA
06.2022 - Current
- Manage the lobby (check-in) and gate operations
- Manage the airport agents work performance (auditing customer service, standard operation procedures)
- Manage flight cancelations and delays disruptions that affect the boarding area and lobbies.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Established performance and service goals and held associates accountable for individual performance.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Marketing & Administrative Assistant
WEST COAST TITLE SEARCH LTD.
02.2022 - 04.2022
- Implemented Marketing Department with Marketing & Implementation Plan
- Content Writing
- Social Media management: LinkedIn and Facebook
- Infographics related to WCTS services and solutions
- Ads for legal magazines
- Website: copywriting and SEO
- Google Analytics
- SEO, Website & Social Media analytics reports
- Marketing campaigns for a variety of industries/personas.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
Head of English Program | English Teacher
SINESP
04.2015 - 04.2018
- Curriculum development: Designed and developed the English language curriculum in alignment with the goals and mission of SINESP’S Cultural Centre
- Ensured the curriculum's engagement, cultural relevance, and adaptability to meet the diverse needs of learners
- Developed innovative lesson plans to engage students in English language learning.
- Program Planning and Implementation of courses, workshops, coordinating scheduling, ensuring that classes run smoothly and efficiently
- Infused cultural elements into the language programs to enhance the overall learning experience
- Worked collaboratively with other departments within the Cultural Centre to integrate language learning with other cultural activities and events
- Facilitated effective English language instruction by employing diverse teaching methodologies to meet the educational objectives and individual learning styles of students
- Implemented assessment strategies to gauge student progress, provided constructive feedback, and fostered a positive and inclusive learning environment.
Special Services Analyst
LATAM AIRLINES
04.2010 - 01.2015
- Identified and resolved problems through root cause analysis and research.
- Participated in several projects to develop services and products with the Marketing department to develop more vital branding strategies for the airline
- Provided exemplary customer and staff service, including VIP assistance, reservations (Amadeus System), and workforce planning
- Participated in-depth process improvement analysis, resulting in aircraft retrofitting to improve the premium experience
- Developed standard operation procedures for premium customers, enhancing service quality
- Successfully trained new analysts, reducing operational failures by almost 90% within a year
- Skillfully managed a team of analysts during the 2014 World Cup, meeting increased service demand
- Conducted workplace compliance training to reduce liability risks and operate effectively
Education
MBA -
University Canada West
Vancouver, BC12.2021
Diploma in Customer Service -
Greystone College
Vancouver, BC02.2020
Bachelor of Arts - Portuguese & English Language/Literature Education
Fundação Santo André
Santo André, SP, Brazil12.2007
Skills
- Teamwork
- Adaptability
- Cross-Functional Collaboration
- Planning
- MS Office Suite
- Time management
- Proofreading
- Procedure Writing
- Performance measurement
- Proficient in Tableau, Canva Design, PowerPoint presentations, Excel, MS Word
- Training and development
- Team leadership
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Limited Working
Timeline
Customer Experience Manager – In Terminal Ops
AIR CANADA
06.2022 - Current
Marketing & Administrative Assistant
WEST COAST TITLE SEARCH LTD.
02.2022 - 04.2022
Head of English Program | English Teacher
SINESP
04.2015 - 04.2018
Special Services Analyst
LATAM AIRLINES
04.2010 - 01.2015
MBA -
University Canada West
Diploma in Customer Service -
Greystone College
Bachelor of Arts - Portuguese & English Language/Literature Education
Fundação Santo André