Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Angela MacDougall

Iroquois Falls

Summary

Person-centric Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Lead Customer Relations Specialist

Thunder Airlines
07.2012 - Current
  • Central point of contact and support for traveler reservations, while maintaining the highest level of service and discretion
  • Answering customer inquiries, accepting/tracking cargo shipments through multiple First Nation communities
  • Resolve customer complaints as per company policy.
  • Checking in passengers for scheduled or charters flights. Handling sensitive charters, such as funeral with empathy and respect
  • Liaison between customers and management
  • Training of new hires
  • Collaborating with the Health and safety representatives to determine and ensure all mandatory requirements are met
  • Compiling end of day reports
  • Accept and process payments as required.
  • Compile statistics and reports as necessary.
  • Handling Large volumes of communication via phone, fax, email
  • Cargo route planning
  • Right hand to Timmins management
  • Analyzed customer feedback and implemented strategies to improve customer experience.
  • Developed and implemented standards for staff to provide consistent service to customers.
  • Assisting other ground support departments

Travel Counsellor

Red Lake Travel
10.2009 - 05.2012
  • Research and reserve travel packages for corporate/client customers
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Working with short deadlines and providing results before specific deadlines
  • Administrative work and document correspondence across multiple channels
  • Worked with multiple booking programs

Residential Counsellor

Harmony Centre for Community Living
09.2004 - 07.2011
  • Providing direct care with clients with disabilities
  • Ensuring clients, a high level of comfort and dignity as part of their daily routine
  • Encourage and support clients to develop and enhance their skills with personal health, hygiene and general well-being
  • Nurturing and providing empathy with the true belief of seeing beyond the disability and recognizing their abilities
  • Note: After becoming full time at the travel agency in 2009, I remained part-time until 2011

Education

ONTARIO SECONDARY SCHOOL DIPLOMA -

PACE CENTER
Timmins, On
05-2024

Mental Health Awareness - undefined

George Brown College
01.2004

Aesthetics diploma - undefined

Scientific Marcel School of Esthetics
01.1995

Skills

  • Highly organized
  • Excellent communication skills (written, verbal and interpersonal)
  • Empathy, respect
  • Confidentiality
  • Multi-tasking
  • Complaint resolution
  • Recordkeeping strengths
  • Microsoft Office utilization

Certification

  • WHIMIS
  • Diversity, Equity, Inclusion and Belonging
  • Cultural Sensitivity and Communication
  • Workplace Violence and Harassment
  • Customer Information Security
  • Travel Industry of Ontario (TICO) Certified

Languages

English
Professional Working

Timeline

Lead Customer Relations Specialist

Thunder Airlines
07.2012 - Current

Travel Counsellor

Red Lake Travel
10.2009 - 05.2012

Residential Counsellor

Harmony Centre for Community Living
09.2004 - 07.2011

Mental Health Awareness - undefined

George Brown College

Aesthetics diploma - undefined

Scientific Marcel School of Esthetics

ONTARIO SECONDARY SCHOOL DIPLOMA -

PACE CENTER

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Angela MacDougall