Summary
Overview
Work History
Education
Skills
Work Preference
Timeline
Generic
AYMAN ELMASRY

AYMAN ELMASRY

Toronto,Canada

Summary

Results-oriented and dedicated Customer Service and Operations Professional with over 10 years of experience across aviation, roadside services, and remote team leadership. Proven ability to thrive in fast-paced, high-pressure environments while delivering exceptional service and operational efficiency. Highly adaptable and tech-savvy with a strong foundation in virtual collaboration, performance coaching, and process improvement. Seeking a fully remote position where I can leverage my communication, leadership, and problem-solving skills to support team success and customer satisfaction.

Result-driven Team Specialist with background in leading, empowering and coordinating cross-functional teams. Demonstrated strengths include leadership, strategic planning, and problem-solving skills. Known for fostering collaborative environments and driving team performance to new heights. Previous roles highlighted ability to optimize operations, streamline processes, and improve team morale.

Results-driven Team Specialist known for high productivity and efficient task completion. Skilled in conflict resolution, effective communication, and strategic planning to enhance team performance. Excel in leadership, adaptability, and problem-solving to drive project success and foster collaborative team environments.

Dedicated and hardworking professional successful at leading and motivating retail workers to provide exceptional service every time. Knowledgeable about end-to-end store operations with history of targeting improvements to enhance operations.

Overview

16
16
years of professional experience

Work History

Team Advisor

CAA (Canadian Automobile Association)
Thornhill, Canada
01.2016 - 01.2026
  • Responsible for ensuring my team is assisting members with road services.
  • Updating monthly scorecards and setting goals for each month.
  • Conducting team meetings and training material for new hires.
  • Updating credit card information to ensure membership renews.
  • Reviewing calls to ensure my team is providing the best quality of customer service to members on the roadside.
  • Coaching agents on highway errors and accuracy of locations.

Lead Agent

Turkish Airlines
Miss., Canada
01.2013 - 01.2016
  • Responsible for checking in/boarding passengers, reviewing passports, handling departures, arrivals, coordinating announcements for all Turkish flights, dealing with ticketing & seating arrangements, serving passengers with great customer service & addressing any concerns with great customer service.

Customer Service Agent

Air Canada
Miss., Canada
01.2012 - 01.2014
  • Responsible for serving passengers interests at the front desk & departure gates.
  • Issuing tickets/ boarding passes.
  • Providing information regarding flight cancellations delays.
  • Providing special assistance for wheelchair passengers.
  • Scanning baggage tags to confirm validations.

Passenger Service Agent

Swissport
Miss., Canada
01.2010 - 01.2012
  • My duties: checking in/boarding passengers, handling departures and arrivals, coordinating domestic and international flight announcements, completing necessary paperwork, preparing load sheets for the pilot and tourist cards for stewardesses, handling cash at the check-in counter, and addressing passengers concerns.
  • Obtained full clearance from Transport Canada.

Education

Hospitality & Management -

Centennial College
Toronto, ON

Skills

  • Customer service excellence
  • Team leadership
  • Call quality review
  • Performance coaching
  • Monthly goal setting
  • Team training development
  • Membership renewal processing
  • Passenger check-in
  • Flight coordination
  • Ticketing and boarding
  • Customer concerns resolution
  • Special assistance provision
  • Road service assistance
  • Performance scorecards
  • Communication skills
  • Call monitoring
  • Conflict resolution
  • Strategic planning
  • Team motivation
  • Workflow optimization
  • Innovation management
  • Meeting facilitation
  • Feedback delivery
  • Budgeting and finance
  • Cross-functional coordination
  • Expert problem solving
  • Effective collaboration
  • Reliability
  • Problem-solving abilities

Work Preference

Work Type

Full Time

Location Preference

RemoteHybrid

Timeline

Team Advisor

CAA (Canadian Automobile Association)
01.2016 - 01.2026

Lead Agent

Turkish Airlines
01.2013 - 01.2016

Customer Service Agent

Air Canada
01.2012 - 01.2014

Passenger Service Agent

Swissport
01.2010 - 01.2012

Hospitality & Management -

Centennial College
AYMAN ELMASRY