Daria Pavliuk
Https://www.linkedin.com/in/daria-pavliuk/
Calgary,AB
Summary
With over 12 years of experience in the travel and aviation industry, I’ve developed a solid understanding of airline operations, customer service, and logistics. I sharpened my problem-solving skills and learned the value of staying calm under pressure. I’m detail-oriented, good at problem-solving, and enjoy working with people. I also collaborate regularly with leaders, other departments, and the IT team, so I’m comfortable working in a fast-paced, team-based environment. I am looking to expand my experience further in other fields of business and grow further in my career.
Overview
13
13
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Coordinator – Command Centre
WestJet Airlines
08.2022 - Current
- Optimizing real-time schedules to ensure there is adequate coverage for all Contact Centre groups;
- Responsible for adjusting workforce throughout the day in support of achieving service levels;
- Analyzing and administering all agent schedule exceptions;
- Managing resource allocation by ensuring that all Contact Centre employees have the required equipment to be successful in their role;
- Collaborating with agents, leaders, and IT department on a daily basis;
- First point of contact for Contact Centre emergency notifications.
Central Baggage Specialist
WestJet Airlines
08.2022 - 08.2024
- Created and Reviewed baggage files in World Tracer Desktop to maximize tracing functions within system;
- Mitigated the mishandling of guest’s baggage by communicating with all necessary touch points to deliver baggage safely and quickly to the guest;
- Managed escalated baggage incidents;
- Composed formal written and verbal responses to all guest feedback presented to WestJet as it relates to baggage services;
- Determined fair and reasonable compensation in accordance with APPR and issued reimbursement to guests affected by a baggage incident;
- Interviewed guests upon claims of damage and missing articles;
- Kept current on WestJet Tariffs and the Montreal convention as they relate to baggage services;
- Kept up to date on all WestJet and Baggage Services processes and promises;
- Communicated in a clear, concise, and professional manner with guests, airports and other stakeholders involved;
- Actively promoted efficiency in the operation.
Sr Customer Service and Sales Agent
Emirates Airlines
09.2014 - 06.2022
- Provided outstanding customer service and maintained positive relationships with all customers;
- Resolved related complaints and problems;
- Interacted with customers by phone or computer in order to provide information about products and services, handled and documented complaints or escalated when necessary;
- Recommended services that fit each customer's requirements and provided information regarding the routes and schedules of other airlines;
- Made flight reservations and accepted online payments for ticket purchases, answered customer questions, and quoted airfares;
- Participated in team meetings and ongoing training sessions about a new product, destinations, procedures, and policies of 'Emirates Airlines';
- Managed flight reservations, coach service and accommodation for Emirates Premium passengers;
- Managed flight reservation due to flight cancellations or delays.
Passenger Services Agent
Swissport LTD
11.2012 - 09.2014
- Inspected and verified passenger documentation;
- Issued boarding passes and rescheduled passengers affected by flight interruptions or cancellations;
- Managed passenger baggage processing including handling and fee calculation if applicable;
- Assisted passengers as needed through arrival and check-in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers requiring wheelchair assistance;
- Assisted Ramp Service Agents in ensuring that wheelchairs, strollers, and gate-checked bags (cleared through security) were made available for loading upon departure and delivery to passengers upon arrival;
- Produced all required, work-related documentation.
Education
Master's Degree - Maintenance Technologies and Airport Technological Equipment
National Aviation University
KyivBachelor’s Degree - Aircraft Maintenance
National Aviation University
KyivSkills
Problem-solving
MS office
Data entry
Adaptability and flexibility
Multitasking and organization
Customer service
Decision-making
Attention to detail
Task prioritization
Schedule management
Certification
Air Flight Passenger Service, GA & VIP category, National Aviation University, Kyiv, Ukraine, 05/12
Timeline
Coordinator – Command Centre
WestJet Airlines
08.2022 - Current
Central Baggage Specialist
WestJet Airlines
08.2022 - 08.2024
Sr Customer Service and Sales Agent
Emirates Airlines
09.2014 - 06.2022
Passenger Services Agent
Swissport LTD
11.2012 - 09.2014
Master's Degree - Maintenance Technologies and Airport Technological Equipment
National Aviation University
Bachelor’s Degree - Aircraft Maintenance
National Aviation University
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