DON D'SOUZA

• Built the baggage department for the company from the ground up initially handling two airline customers and currently handling multiple customers in both terminals in YYZ.
• Collaborated with Central Baggage Leaders from multiple airlines to ensure customer satisfaction and timely resolution of delayed/damaged and total loss cases.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Maximized performance by monitoring daily activities and mentoring team members.
• Onboarded new employees with training and new hire documentation.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
• Established team priorities, maintained schedules, and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.

• Act as a mentor to team members.
• Attend to customer complaints regarding delayed, lost or damaged baggage.
• Conduct safety and security checks.
• Enforce safety and security standards.
• Ensure timely dispatch of baggage to meet established baggage handling standards.
• Investigate reasons for breaches in safety and security standards.
• Investigate reasons for failures to comply with established baggage dispatch standards.
• Liaise with other departments to resolve baggage handling failures.
• Manage staff conflicts and complaints.
• Monitor baggage handling activities to ensure Standard Operating Procedures (SOPs) are followed.
• Monitor to ensure accurate inter-airline baggage transfers between aircraft.
• Provide coaching and feedback to improve team performance.
• Provide on-the-job training to enhance the capabilities of team members.
• Resolve operational issues encountered during baggage handling.
• Verify baggage systems and scanners are functional.

• Act as a mentor to team members.
• Attend to customer complaints regarding delayed, lost, or damaged baggage.
• Ensure timely dispatch of baggage to meet established baggage handling standards.
• Investigate reasons for failures to comply with established baggage dispatch standards.
• Liaise with other departments to resolve baggage handling failures.
• Manage staff conflicts and complaints.
• Monitor baggage handling activities to ensure Standard Operating Procedures (SOPs) are followed.
• Monitor to ensure accurate inter-airline baggage transfers between aircraft.
• Provide coaching and feedback to improve team performance.
• Provide on-the-job training to enhance the capabilities of team members.
• Resolve operational issues encountered during baggage handling.
• Review station MBR and challenge incorrect FS/RLs.

• Enhanced customer satisfaction by providing efficient check-in and boarding services

• Respond to clients' concerns and inquiries
• Greet customers in a friendly manner, giving them full attention
• Provide Travel Information to Clients regarding Destinations, Transportation and Accommodation options
• Checking & tagging carryon baggage over permissible weight limits at the time of final boarding
• Taking Baggage claims
• Coordinate return of lost luggage
• Setting up counters, logins, signs, boarding passes, and bag tag printers
Back office duties
• Handling Bag coordination and delivery dispatching
• Handling irate passengers in person and telephonic escalations by providing prompt solutions
• Manage and verify office documents
• Managing timely committed pick up drops of the baggage of various Airlines to their passengers
• Coordinating with drivers for dispatch and timely deliveries
• Conducting various ground services at LBPIA terminals
• Assisted with improvements in operations and reduction of costs