ERIN FORSYTH

• Managed inbound customer inquiries, providing accurate information on flight schedules and policies.
• Resolved customer complaints efficiently, enhancing overall satisfaction and loyalty.
• Utilized CRM software to track customer interactions and streamline service processes.
• Collaborated with team members to improve response times and service quality.
• Assisted in training new staff on call handling protocols and best practices.
• Conducted follow-up calls to ensure resolution of issues and gather feedback for improvement.
• 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.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
• Collaborated with team members to share best practices and improve overall team performance in meeting targets.
• Identified upselling opportunities to increase revenue generation.
• Educated customers about billing, payment processing and support policies and procedures.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Cross-trained and backed up other customer service managers.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

• Assisted customers in product selection, enhancing overall shopping experience.
• Managed inventory levels, ensuring timely restocking and accurate product displays.
• Processed customer transactions efficiently using POS systems, minimizing wait times.
• Resolved customer inquiries and complaints to maintain high satisfaction rates.
• Collaborated with team members to achieve sales targets through effective merchandising strategies.
• Monitored market trends to provide feedback on customer preferences and inventory needs.
• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Built relationships with customers to encourage repeat business.
• Managed returns, exchanges and refunds in accordance with store policy.
• Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
• Rotated stock and restocked shelves to maintain product availability and store appearance.
• Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
• Engaged in friendly conversation with customer to better uncover individual needs.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

• Managed daily reservations operations, ensuring accuracy and efficiency in booking processes.
• Trained and mentored junior staff on reservation systems and customer service standards.
• Developed strategies to optimize room occupancy rates through targeted promotions.
• Collaborated with front desk and sales teams to enhance guest experience and satisfaction.
• Established new protocols for handling group reservations, increasing operational efficiency.
• Streamlined reservation processes for increased accuracy and reduced booking errors.
• Boosted team morale through consistent recognition of top performers'' achievements.
• Contributed to cross-departmental projects aimed at improving overall hotel operations or enhancing guest satisfaction levels.
• Assisted in the development of promotional packages, driving revenue growth within the department.
• Coordinated with sales teams to maximize group bookings, increasing overall revenue generation potential.
• Maintained awareness of types of rooms available in different resort locations.

Reported to the Vice President of Maintenance and Engineering

Maintained all controlled/ uncontrolled aircraft maintenance manuals, aircraft component maintenance manuals, service letters, bulletins, special attention letters and all other data pertaining to the aircraft fleet in the most current revision status as required.

Distribution of Sunwing controlled aircraft manuals as described and outlined by the quality assurance department. Tracking and revision distribution of all Sunwing controlled aircraft manuals upon approval from Transport Canada. Designated as the www.myboeingfleet.com aircraft maintenance toolbox focal for the Maintenance and Engineering Department. Published airline revisions, temporary revisions and documents in order for current aircraft fleet maintenance data to be viewed and used by the Line Maintenance Engineers. Worked closely with the AMM to coordinate a more efficient and formalized method of tracking overtime, stat holiday, vacation requests of management and staff. Administrator of the department of Maintenance and Engineering.