ANITHYA SOOKNANAN
Brampton,ON
Summary
Experienced customer service professional skilled in managing guest interactions, consistently delivering high levels of satisfaction. Demonstrated leadership abilities in effectively leading teams and adapting to fast-paced environments. Recognized for exceptional communication and organizational skills, ensuring seamless coordination and successful outcomes.
Overview
8
8
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.
- Maintained open lines of communication with upper management regarding updates or pertinent information related to the Guest Service Team's performance.
Customer Service Specialist
GTA Dnata
04.2020 - 11.2020
- Collaborated with team to enhance customer service experience and exceed 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
- Overseeing recruitment strategies and ensuring existing staff are sufficiently equipped to carry on their roles effectively
- Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
- Trained employees in essential job functions.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Passenger Service Supervisor
Swissport Ground Handling Service
05.2018 - 12.2019
- Knowledgeable in various airline software systems such as Sabre, Navitaire, Sky Speed, GONOW, Net Tracer, and World Tracer
- Directed and oversaw that all aspects of airline's policies and procedures are being adhered to
- Implemented improved operational policies for smooth operation
- Relayed 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
- Managed general accounting office needs such as sorting, matching, filing documents, and miscellaneous reports.
- Monitored security and maintained operational protocols.
- Maintained open communication channels between management and staff members to address concerns proactively before they impacted operations or customer experiences negatively.
- Managed team member schedules and work assignments.
- Coordinated timely departures by effectively communicating with gate agents, flight crews, and ground personnel.
- Provided leadership to the service team, fostering a positive work environment that resulted in high employee retention rates.
- Conducted thorough investigations into passenger complaints or incidents, implementing corrective actions when required to prevent future occurrences of similar situations.
- Managed ticketing and reservation systems, ensuring accurate processing of passenger information and flight bookings.
- Liaised closely with security teams to enforce safety protocols and ensure the well-being of passengers, staff, and airport property.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
Passenger Service Agent
Swissport Ground Handling Service
05.2017 - 10.2017
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
- Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
- Promoted airline loyalty programs, offering exclusive benefits for frequent flyers while increasing brand awareness among customers.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
Education
Travel & Tourism Flight Services College Diploma - Tourism And Travel Management
Seneca College
Markham09.2017
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
- Customer Service
- Team Management
- Delegation and Supervision
- Client relationship management
- Documentation and reporting
- Decision-making capacity
- Multitasking proficiency
- Computer Skills
- Adaptability and flexibility
- Administrative skills
- Teamwork and collaboration
Education
Toronto, ON,Markham, ON
Languages
English
Native or Bilingual
Spanish
Limited Working
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 - Tourism And Travel Management
Seneca College
High School Diploma -
Central Technical School
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