CARL MARTIN MIRANDA
12 Vaughan Road, Toronto
Summary
Experienced travel and customer service professional with over 15 years in airline, tourism and hospitality industry. Strong background in travel coordination and corporate services. Proven track record at resolving customer issues, working in fast-paced environments and delivering exceptional experiences. Seeking to offer my skills dedication and expertise that can benefit your organization.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Experience Ambassador
Flair Airlines, Toronto Pearson Airport
12.2024 - 01.2025
- Providing exceptional and friendly service at the check-in counter by assisting with reservations, baggage, document verifications and general inquiries also creating a warm and welcoming atmosphere to Passengers.
- Handling passenger concerns using problem solving skills, patience and positivity, escalating issues when needed to ensure a quick and effective resolution.
- Maintaining a positive and energetic environment, ensuring safety and compliance and provide support throughout the terminal, especially during busy periods.
- Collaborate and communicate closely with team members to ensure smooth operations and provide consistently high quality service.
Guest Services Agent
Deerhurst Resort
06.2024 - 09.2024
- Greet guests upon arrival, manage check-in/out processes, handle transactions, and ensure accurate booking updates using the OPERA system.
- Provide consistent guest support through phone, email, and in-person interactions, addressing inquiries, resolving concerns and promoting memberships and services.
- Coordinating with housekeeping and maintenance teams to ensure rooms and shared areas meet resort standards, while offering upgrades when possible.
- Maintain professionalism through punctuality and completion of all required training and certifications, while supporting other departments as needed.
Guest Services Attendant
Chicopee Ski Resort
12.2023 - 03.2024
- Provided front line customer service including lift ticket and rental equipment processing, membership and program sales and gift certificate transactions using the NorthSoft system.
- Handling and responding to guest inquiries via phone, email, and in-person, while staying informed about special events, pricing and programs to provide accurate information on the Ski Resort.
- Completed daily reports, balanced transaction sheets, and ensured compliance with safety standards, certifications, and uniform requirements.
- Participated in pre-season and corporate training and supported other departments as needed to meet operational demands.
Senior Travel Coordinator
Protiviti Member firm WLL
05.2016 - 09.2022
- Managed business travel for over 600 employees across 25 countries, including flight bookings, accommodations, visa processing and itinerary planning.
- Coordinated corporate events and travel logistics for marketing teams, including conferences, trainings, and company outings across the GCC (Gulf Council Countries) region.
- Negotiated contracts with hotels and vendors in Kuwait, UAE, Saudi Arabia, Oman, Bahrain, and Qatar, ensuring cost-effective travel solutions.
- Monitored global travel regulations, maintained compliance, and conducted quarterly reviews of the company’s Travel Policy.
- Supported Finance team by preparing weekly travel cost reports, processed vendor invoices and submitting expense reports.
Travel Coordinator
Alyousifi Tours & Travel Kuwait
11.2006 - 05.2016
- Making, arranging, planning and booking domestic and international travel for corporate clients, including flights, hotels, trains, and rental cars, while managing large group and bulk travel arrangements.
- Coordinated government project travel, ensuring compliance with local regulations and requirements.
- Resolved travel issues such as cancellations, complaints and refunds with efficiency and professionalism.
- Conducted research on destinations, trends, and safety regulations, offering clients insights on tourist attractions, customs, currency, and travel tips.
- Maintained and serviced multiple corporate travel accounts, delivering customized travel solutions aligned with client needs.
Education
Ontario College Diploma - Tourism - Destinations And Travel Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, None04-2025
Certified IATA/UFTAA Training Diploma - undefined
Skyline Institute at Bodai Aviation
01.2010
Pre University College (PUC) - undefined
Shaheen Training Institute
01.2005
Skills
- Airline & Airport customer service
- Team management and communication
- Customer engagement
- Product knowledge and Brand awareness
- Airline & Airport Customer Service
- GDS & Check-In Systems (OPERA, NorthSoft, Amadeus, Saber)
- Passenger Assistance & Issue Resolution
- Travel Coordination & Ticketing
- Decision-making
- Team Collaboration & Conflict Handling
Certification
- Smart Serve Certified – 2023
- Food Handler Certification – 2023
- Creating a Positive Customer
Experience (LinkedIn Learning) - 2024 - Customer Service: Serving Internal
Customers (LinkedIn Learning) - 2024 - Phone-Based Customer Service (LinkedIn Learning) - 2024
Languages
English
Full Professional
Hindi
Limited Working
Arabic
Limited Working
Timeline
Customer Experience Ambassador
Flair Airlines, Toronto Pearson Airport
12.2024 - 01.2025
Guest Services Agent
Deerhurst Resort
06.2024 - 09.2024
Guest Services Attendant
Chicopee Ski Resort
12.2023 - 03.2024
Senior Travel Coordinator
Protiviti Member firm WLL
05.2016 - 09.2022
Travel Coordinator
Alyousifi Tours & Travel Kuwait
11.2006 - 05.2016
Certified IATA/UFTAA Training Diploma - undefined
Skyline Institute at Bodai Aviation
Pre University College (PUC) - undefined
Shaheen Training Institute
Ontario College Diploma - Tourism - Destinations And Travel Management
Conestoga College Institute of Technology And Advanced Learning
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