CAROLINE SANTOS

• Responded to inquiries by phone, and email.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

SIDE PROJECTS

Acpedia

• Building the new pages into ACpedia.
• Policy Transformation.

• Gate agent (Control / Assist boarding)
• Managed boarding and last-minute flight challenges, ensuring timely departures.
• Resolved issues like overbookings, missed connections, and weight and balance adjustments under pressure.
• Passenger check-in
• Verified passports, visas and travel documents for check-in compliance.
• Connections team
• Assisted passengers at the connections desk, ensuring baggage transfers and rebooking flights as needed.

• Identify and review Top Tier/International Business Class reservations prior to their flight departure and/or arrival to ensure that all special service requests were actioned
• Ensure system wide 'personal service' follow-up through communication with the worldwide network of Air Canada Concierges
• Greet and assist all high value/high profile customers
• Offer assistance for any special needs
• Monitor connections and proactively initiate re-bookings as required
• Work closely with Concierge desk and Customer Relations to facilitate Super Elite customer needs and to resolve service failures

• Handle inbound calls while offering the highest level of customer service and providing information regarding flights, fares, and destinations
• Use Air Canada's in-house reservation system to make new flight reservations or modify existing bookings
• Provide timely resolutions to customer inquiries, including concerns and/or issues to ensure customer satisfaction

• Posting/ Collection Clerk/ Administration
• Coordinate and manage unclaimed payment reports
• Process payments
• Provide customer service
• Accounts receivable
• Manage clients through Columbia Ultimate Business Systems
• Accommodating the needs of inbound and outbound personnel
• Commission report
• Posting payment plans
• Manage different bank accounts