Danielle Maxwell
Rothesay,NB
Summary
Dynamic professional with extensive experience in customer service and conflict management, notably at Air Canada. Excelled in high-stress environments, enhancing customer satisfaction and safety. Skilled in bilingual communication, policy and legislation interpretation, and decision making. Consistently exceeded performance goals through effective teamwork and adaptability.
Overview
25
25
years of professional experience
Work History
Customer Experience Agent
Air Canada, Lester B. Pearson International Airport
11.2011 - 09.2022
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Handled sensitive client information responsibly, protecting privacy and adhering to company confidentiality guidelines at all times.
- Demonstrated adaptability by seamlessly transitioning between different software systems and airline-specific reservation platforms as needed.
- Contributed to a positive work environment through collaboration with colleagues and adherence to company policies and procedures.
- Proactively identified potential issues before they escalated by monitoring flight statuses closely, leading to smoother customer experiences overall.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Maintained a calm and professional demeanor during high-stress situations, effectively addressing passenger concerns and fostering a positive travel experience.
- Upheld strict compliance to security protocols while checking travel documents at departure gates to ensure passenger had correct passport and visa requirements to enter a country and make the necessary decision to deny boarding.
- Ensured flight safety by conducting thorough pre-flight checks and coordinating with flight crews.
- Demonstrated adaptability in an ever-changing environment by staying current on industry regulations and company policies that affected daily tasks.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Produced and shared customer service reports to support management decision-making.
- Health and Safety representative, supported follow employees with gathering information, filling out and filing WSIB ON reports. 20+years experience of health and safety and duty to accommodate disabilities in the workplace.
- Demonstrates a high knowledge of the Humans Rights Acts and duty to accommodate for persons with disabilities in the workplace.
Customer Journey Management
Air Canaada
09.2006 - 11.2011
- Managed the departure and arrival of all Air Canada Aircraft ensuring all security and safety regulations are meet, handling any technical issues that arise and communicating with all departments involved in the on-time performance.
- Managed rebooking of aircraft fleet around the world during irregular operations, coordinating with multiple government agencies maintaining security policies.
- Implemented contingency plans during emergency situations to minimize risks while maintaining efficient air traffic management practices.
- Maintained clear communication with pilots, ground crews, and other employees to ensure smooth coordination of aircraft and passenger movements.
- Supported continuous improvement initiatives within the control center, enhancing overall performance and reducing errors.
- Reduced delays and increased operational efficiency by implementing effective scheduling and routing strategies.
- Identified, analyzed, resolved and reported problems and procedural issues affecting or potentially affecting safe and timely outcomes.
- Assisted all Air Canada employees at airports around the world with technical issues to ensure on-time performance and or emergency issues.
- Notified airport response personnel to be ready when emergency situations presented.
- Built strong relationships with internal and external stakeholders through consistent communication and collaboration efforts.
- Participated in emergency simulations and drills to increase readiness.
- Monitored aircraft departure and arrival times to determine accuracy and report delays.
- Contacted customers when travel was interrupted due to emergency situations and promptly and professionally determined a solution.
Bilingual Customer Sales and Service Agent
Air Canada
02.2004 - 09.2006
Bilingual Customer Sales and Service Agent
Air Canada
08.1997 - 02.2004
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained and mentored new employees regarding company operations, policies and services, fostering teamwork within the call center.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Customer Service Teller
RBC Royal Bank
12.2010 - 09.2011
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Balanced daily cash drawers accurately, ensuring accountability for all financial transactions processed throughout the day.
- Handled complex customer inquiries with professionalism, demonstrating thorough knowledge of products and services.
- Ensured compliance with all relevant regulations, safeguarding both customer information and bank assets.
- Skillfully promoted additional banking products based on individual customer needs, increasing cross-selling success rates.
- Maintained high levels of accuracy in handling cash, ensuring proper documentation and adherence to bank policies.
- Continuously sought opportunities for personal growth and professional development within the role.
- Managed high volumes of customer transactions during peak times while maintaining excellent service standards.
- Assisted customers with banking needs and inquiries.
- Trained new hires on customer service policies and procedures.
Education
University of New Brunswick
Saint John, NBBusiness Law
Humber College
Toronto, ONSkills
- Call center experience
- Conflict management
- Teamwork and collaboration
- Adaptability and flexibility
- French and English Verbal and written communication
- Legislation and compliance
- Self motivation
- Calm and professional in high-stress environments
- Decision-making
- Time management abilities
- Information gathering and processing
- Client Advocacy
- Policy interpretation
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Customer Experience Agent
Air Canada, Lester B. Pearson International Airport
11.2011 - 09.2022
Customer Service Teller
RBC Royal Bank
12.2010 - 09.2011
Customer Journey Management
Air Canaada
09.2006 - 11.2011
Bilingual Customer Sales and Service Agent
Air Canada
02.2004 - 09.2006
Bilingual Customer Sales and Service Agent
Air Canada
08.1997 - 02.2004
University of New Brunswick
Business Law
Humber College
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