Fanny Mendoza Marres
Calgary,AB
Summary
Proven customer service expert with a track record of enhancing customer satisfaction through exceptional service and problem-solving skills. At Air Canada, leveraged relationship-building and sales expertise to improve service delivery, contributing to a significant increase in loyalty and repeat business. Adaptable and reliable, consistently exceeds employer expectations without compromising professionalism or team collaboration.
Motivated Social Worker with comprehensive knowledge of social justice issues and systems affecting marginalized communities. Passionate about developing and facilitating programs to support communities in need. Collaborative and analytical advocate builds strategic partnerships, advocate for clients, and advance change for communities in need.
Overview
16
16
years of professional experience
1
1
year of post-secondary education
Work History
Retail Sales Associate
Victoria's Secret & PINK
06.2023 - Current
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
ECE Assistant
Kids R Fun Daycare
08.2022 - 10.2022
- Demonstrated flexibility when adapting to changing circumstances within the childcare setting or adjusting to varying student needs.
- Supported lead teachers in implementing individualized education plans for special needs students.
- Maintained accurate records of attendance, behavioral incidents, and academic progress for review by lead teachers.
- Managed daily classroom routines efficiently, ensuring smooth transitions between activities and maintaining orderliness.
Customer Service Agent
Air Canada, Lester B. Pearson International Airport
12.2019 - 02.2021
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- 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.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
Costumer Service Agent
Swissport
10.2010 - 01.2019
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Supported colleagues during peak hours by taking on additional tasks when needed.
- Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Enhanced customer satisfaction by providing timely and accurate flight information.
Customer Service Agent
ATS
02.2009 - 04.2010
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
Education
HAMPTONS COLLEGE
Calgary, AB 06.2023 - 05.2024
Skills
- Customer Service
- Teamwork
- Problem-Solving
- Teamwork and Collaboration
- Reliability and punctuality
- Flexible Schedule
- Product Knowledge
- Relationship Building
- Professional Appearance
- Customer Needs Assessment
- Sales expertise
- Fitting room maintenance
- Merchandise Display
- Suggestive Selling
- Product Promotions
- Friendly and Helpful
- Reliable and Responsible
Languages
English
Full Professional
Spanish
Native or Bilingual
Italian
Professional Working
Timeline
Retail Sales Associate
Victoria's Secret & PINK
06.2023 - Current
HAMPTONS COLLEGE
06.2023 - 05.2024
ECE Assistant
Kids R Fun Daycare
08.2022 - 10.2022
Customer Service Agent
Air Canada, Lester B. Pearson International Airport
12.2019 - 02.2021
Costumer Service Agent
Swissport
10.2010 - 01.2019
Customer Service Agent
ATS
02.2009 - 04.2010
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