Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

ANITHYA SOOKNANAN

Brampton

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

Concierge Team Lead

Paragon - QuadReal
09.2021 - Current
  • Delivered a warm, professional welcome to tenants, guests, and visitors, ensuring a clean and inviting atmosphere in all common areas.
  • Provided concierge services including wayfinding, guest escorting and event support to enhance tenant satisfaction.
  • Managed visitor check-ins, verified IDs, issued passes, and upheld security and confidentiality protocols.
  • Assisted with the planning and promotion of tenant engagement initiatives and social events under the direction of the Management Team.
  • Conducted research on local events, dining, and transit updates to offer helpful recommendations and improve guest experience.
  • Supported daily front desk operations, handled calls and emails efficiently, and resolved guest concerns to ensure high satisfaction.
  • Maintained workspace standards, fostered a professional team environment, and adhered to building SOPs and security protocols.
  • Collaborated across multiple properties in Downtown Toronto, balancing independent duties and teamwork effectively.
  • Monitored inventory and reported supply needs, ensuring seamless front desk service without delays.
  • Coached team members, improved performance, and provided backup support during peak times.

Customer Service Specialist

GTA Dnata- Etihad Airways
04.2020 - 11.2020
  • Checked in luggage and verified all carry-on items complied with federal regulations.
  • Assisted passengers in locating lost baggage by coordinating with baggage claim and airline staff.
  • Enforced safety and security protocols during boarding to ensure regulatory compliance.
  • Contributed to on-time departures through efficient gate and boarding management.
  • Delivered high-quality customer service in fast-paced, high-pressure environments.
  • Maintained confidentiality of passenger information in compliance with data protection policies.
  • Promoted airline loyalty programs, increasing customer engagement and brand awareness.
  • Resolved passenger concerns promptly and professionally, enhancing overall travel experience.
  • Supported team members during operational challenges, promoting a collaborative work environment.
  • Assisted passengers with special needs, ensuring accessibility and comfort throughout their journey.
  • Streamlined check-in and boarding processes to boost customer satisfaction and service speed.

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- Sunwing & Interjet
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
Markham, ON
09.2017

High School Diploma -

Central Technical School
Toronto, ON
06.2013

Skills

  • Exceptional Customer Service & Client Relations
  • Strong Oral & Written Communication Skills
  • Positive, Engaging, and Professional Demeanor
  • Flexible, Adaptable, and Team-Oriented
  • Strong Organizational & Multitasking Abilities
  • Critical Thinking & Problem-Solving Skills
  • Quick and Efficient Decision-Making
  • Self-Starter with Initiative and Proactive Mindset
  • Reliable and Detail-Oriented
  • Computer Literacy: Microsoft Office Suite & Internet Proficiency
  • Endurance to perform tasks while standing for long periods

Languages

English
Native or Bilingual
Spanish
Limited Working

Timeline

Concierge Team Lead

Paragon - QuadReal
09.2021 - Current

Customer Service Specialist

GTA Dnata- Etihad Airways
04.2020 - 11.2020

Airline Duty Manager

Interjet Airlines ABC Aerolineas SA de CV
01.2019 - 08.2020

Passenger Service Supervisor

Swissport Ground Handling- Sunwing & Interjet
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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ANITHYA SOOKNANAN