ANITHYA SOOKNANAN
Brampton,ON
Summary
Former Airline Duty Manager, who is seeking opportunities for professional and advancement in the Travel and Tourism Industry. Superb professional work ethic and desire to succeed with strong leadership and relationship-building skills. Organized and efficient while creating a positive and welcoming ambience for passengers. Excellent at juggling multiple tasks, working under pressure and meeting deadlines in a time efficient manner. High energy and skilled in resolving conflicts through proactive communication. Currently seeking a position where my extensive experience and skills will further be developed and utilized.
Overview
7
7
years of professional experience
Work History
Guest Services Team Lead
Paragon - QuadReal
09.2021 - Current
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Greeted guests upon arrival and offered assistance.
- Managed daily operations of front desk, maintaining organization and smooth workflows.
- Monitored inventory levels for necessary supplies in front desk area, preventing shortages or delays in service delivery.
- Maintained open lines of communication with upper management regarding updates or pertinent information related to Guest Service Team's performance.
- Coached and mentored team members, improving overall performance and productivity levels.
- Provided support during high-traffic periods by assisting with check-ins/checkouts or resolving issues as needed.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Customer Service Specialist
GTA Dnata
04.2020 - 11.2020
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Airline Duty Manager
Interjet Airlines ABC Aerolineas SA de CV
01.2019 - 08.2020
- Coordinating and managing all activities including ground staff operation to ensure all departments are complying with airline and airport safety regulations
- Overseeing recruitment strategies and ensuring existing staff are sufficiently equipped to carry on their roles effectively
- Working with upper management to assess and improve policies and procedures for smooth operation
- Working closely with all departments including flight crew to ensure all areas have the same strategic goal for each operation
- Ensuring complaints, issues, and concerns of passengers are dealt with in a professional and timely manner
- Preparing and accounting weekly cash reports
- Managing data report entries before and after each shift
- Ensuring all documents and airline reports are filed accordingly
- Revising all operations reports for correct entries and accurate information for every operation.
Passenger Service Supervisor
Swissport Ground Handling Service
05.2018 - 12.2019
- Being knowledgeable in various airline software systems such as Sabre, Navitaire, Sky Speed, GONOW, Net Tracer, and World Tracer
- Preparing and conducting briefings of daily flight operations
- Providing direction, coordination, and assignments to agents
- Directing and overseeing that all aspects of airline's policies and procedures are being adhered to
- Ensuring all security procedures are being followed diligently
- Implementing improved operational policies for smooth operation
- Acting as a channel of communication amongst higher management, operation agents, ground staff, and employees to ensure on-time departures
- Promoting customer loyalty by establishing positive relationships and ensuring highest level of customer service is given
- Relaying updates and information to passengers in a professional and timely manner
- Maintaining a courteous and positive attitude when resolving issues that arise with distressed passengers
- Ability to investigate and respond appropriately to inquiries resulting from passengers with concerns
- Preparing and accounting daily cash reports
- Managing data report entries before and after each shift
- Assisting with general accounting office needs such as sorting, matching, filing documents, and miscellaneous reports.
Passenger Service Agent
Swissport Ground Handling Service
05.2017 - 10.2017
- Providing check-in assistance and issuing boarding passes
- Inspecting and verifying proper documentation for international flights
- Enforcing airline policies and procedures
- Ensuring passengers adhere to security regulations
- Resolving issues and complaints in a professional manner
- Providing and requesting assistance for passengers with special needs
- Maintaining proper boarding and deplaning procedures in a timely manner
- Filing arrival and departure reports on flights assigned
- Creating a positive travel experience for passengers.
Education
Travel & Tourism Flight Services College Diploma -
Seneca College-Markham
Markham, ON09.2017
High School Diploma -
Central Technical School
Toronto, ON06.2013
Skills
- Etiquette Training
- Manulife Insurance Training
- TICO Certified
- Smart Serve Certified
- Passenger Awareness & Protection Training
- Communication Skills
- Exceptional Customer Service
- Critical Thinker
- Team Oriented
- Reliable
- Multitasking proficiency
- Customer Service
- Team Management
- Delegation and Supervision
- Employee Relations
- Relationship Building
- Decision-making capabilities
- Guest Services Agent training
- Computer Skills
- Customer Service Management
Timeline
Guest Services Team Lead
Paragon - QuadReal
09.2021 - Current
Customer Service Specialist
GTA Dnata
04.2020 - 11.2020
Airline Duty Manager
Interjet Airlines ABC Aerolineas SA de CV
01.2019 - 08.2020
Passenger Service Supervisor
Swissport Ground Handling Service
05.2018 - 12.2019
Passenger Service Agent
Swissport Ground Handling Service
05.2017 - 10.2017
Travel & Tourism Flight Services College Diploma -
Seneca College-Markham
High School Diploma -
Central Technical School
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