Gabriel Somoundjian
Montreal,QC
Summary
Proven Customer Service Specialist with a track record at Air Canada, adept in problem-solving and critical thinking, enhanced customer loyalty through exceptional service. Excelled in staff training and CRM, significantly elevating team performance. Skilled in Microsoft Outlook and active listening, consistently delivering quality assurance and control.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative-Reservation Agent
Air Canada
Montreal, QC
06.2017 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Handled reservations and answered questions from interested patrons for busy 150-room hotel.
- Trained new agents in reservation software and customer service excellence, elevating overall team's performance.
Airport Customer Service Agent
Air Transat
Montreal, QC
06.2013 - 06.2017
- 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.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Education
Associate of Science - Computer Science
College Bois De Boulogne
Montreal, QC08.1993
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
- Computer Proficiency
- Client Relations
- Call Center Operations
- Microsoft Outlook
- Paperwork Processing
- Administrative Support
- Customer Relationship Management (CRM)
- Staff Training
- Quality Control
- Quality Assurance Controls
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Languages
English
Full Professional
Arabic
Full Professional
French
Full Professional
Turkish
Professional Working
Armenian
Native or Bilingual
Certification
- Certified Customer service, Air Canada -
- Dangerous goods Training - Transport of Canada.
Timeline
Customer Service Representative-Reservation Agent
Air Canada
06.2017 - Current
Airport Customer Service Agent
Air Transat
06.2013 - 06.2017
Associate of Science - Computer Science
College Bois De Boulogne