Health and Beauty
Danica Santos
Workforce Administrator
Calgary,AB
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Workforce Administrator
WestJet Airlines
Calgary, Alberta
02.2024 - Current
- Responsible for general accounting for Technical Operations including corporate expenses, purchase orders, and invoicing
- Act as the contact for vendor enrollment and processing
- Order, track, and maintain adequate office and shop supplies for the Technical Operations department
- Travel booking
- Oversaw electronic processing to deliver appropriate paychecks and benefits to employees.
- Collaborated with department heads to identify staffing needs, developing strategic hiring plans accordingly.
- Schedule and coordinate meetings and manage boardroom bookings
- Coordinate new hire onboarding and orientation to ensure a smooth integration into the department
- Supporting with event planning when required
- Updated affirmative action plan to comply with federal guidelines.
- Other duties as required to ensure efficient office administration of the Technical Operations department
Guest Service Lead-Baggage
WestJet Airlines
Calgary, AB
05.2023 - 01.2024
- Operate as the point of contact for baggage services (IROP, HDM, CBS, QA etc.)
- Promote safety by adhering to safety SOPs, pro-actively identifying and eliminating hazards and risks
- Execute on any KPIs Action Plans as assigned by Manager – Baggage
- Ensure Guest Service Standards and departmental procedures (Read & Sign, Safety Alerts, eLearning) are maintained and recognized by delivering recognition and coaching conversations (behavioral, attendance, SPOT, technical, uniforms) regarding all aspects of day-of observed performance
- Ensure all duties are assigned and breaks are taken
- Document conversations using Daily Shift Notes tool
- Lead briefings
- Identify opportunities for local/individual training to Manager – Baggage
- Participate in webinars and cascade information in collaboration with the Manager – Baggage
- Ensure the AQD/IHRs are completed, and all relevant documentation is gathered; including providing reports to leaders
- Responsible for understanding the ER plan and executing, when required
- Provide input to peak readiness plans
- Facilitate a component of agent on-boarding, as required
- Code all delayed baggage
Customer Service Agent
WestJet Airlines
Calgary, Alberta
06.2022 - 05.2023
- Processing delayed, damaged and pilfered baggage claims in a timely manner and pursuant to company policy at Baggage Service Offices
- Ensuring all baggage file information is complete and accurate in the computerized baggage tracking system, updating the file when applicable
- Amending existing files with baggage status in a timely manner and pursuant to company policy
- Close baggage claim files that have been resolved in a timely manner and pursuant to company policy
- Process all baggage tasks in the Task Manager Workflow
- Forward on-hand bags, including processing unclaimed bags and forwarding to Central Baggage Resolution Office in accordance with prescribed timelines
- Arrange baggage delivery with baggage service delivery providers
- Assist customers with damaged and pilfered bags, lost and found and loss and/or delay of assistive devices
- Process baggage refunds and interim expenses
- Understand and manage work based on DOT guidelines, limits to liability, Contract of Carriage and company policy
- Additional related duties as deemed operationally necessary by baggage service supplier or airline
Store Manager
The Food Depot
03.2020 - 10.2021
- Set a positive tone and strong work ethic, leading by example
- Train and educate your team on store's process and policies
- Communicate information and any changes to your team
- Make the barista schedule, working with availability and shift preferences as much as possible
- Manage cash for your location
- Deposit cash twice a week
- Maintain sufficient rolled coin and small bills in the safe
- Hold your team accountable using store's discipline protocols
- Keep the store clean and presentable, modifying checklists as needed to maintain a clean environment
- Inventory and Ordering
Guest Service Agent
Rydges World Square
08.2018 - 01.2020
- Knowledgeable of immediate area, services, attractions, and events
- Assisting guests in navigating our gorgeous property and providing information on hotel services
- Contact via telephone with the other departments such as Reservations, Sales, Housekeeping, Bell Staff, and Valet is crucial to ensure that hotel services are coordinated to provide the best in guest satisfaction
- Be able to perform all Ideal Services checklists AM, PM, and Overnight
- Compute bills, collect payments (or authorize credit) and make change for guests
- Greet guests in a friendly and warm manner
- Oversee all cash/credit card transactions and maintain a personal bank
- May make restaurant, transportation or entertainment reservations for guests
- Answer phones and relay messages to guests and associates
- Complete a daily shift audit and balance all account settlements, charges
Education
Business Management -
Sydney Business Travel And Academy
Sydney, NS 05.2018 - 06.2021
Travel and Tourism -
Bridge Business College
Sydney, Australia 05.2015 - 08.2018
Aviation Electronics Technology -
Asian College of Aeronautics
Sydney, Australia 06.2012 - 04.2014
Skills
- Skills Management
- Team Building
- Excellent Communication Skills
- Flexible and Adaptable
- Team Player
- MS Office
- Office administration
- Critical thinking
Interests
Travel
Creativity
Timeline
Workforce Administrator
WestJet Airlines
02.2024 - Current
Guest Service Lead-Baggage
WestJet Airlines
05.2023 - 01.2024
Customer Service Agent
WestJet Airlines
06.2022 - 05.2023
Store Manager
The Food Depot
03.2020 - 10.2021
Guest Service Agent
Rydges World Square
08.2018 - 01.2020
Business Management -
Sydney Business Travel And Academy
05.2018 - 06.2021
Travel and Tourism -
Bridge Business College
05.2015 - 08.2018
Aviation Electronics Technology -
Asian College of Aeronautics
06.2012 - 04.2014
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