Gina De Sousa
LAVAL,QC
Summary
Dynamic professional with a proven track record at Air Canada, enhancing customer satisfaction and fostering positive learning environments. Expert in blended learning strategies and classroom management, I've significantly contributed to team performance and customer service excellence. Skilled in reporting requirements. My approach has consistently led to improved educational outcomes and operational efficiency.
Knowledgeable, with proven expertise in developing and implementing effective learning strategies. Delivered impactful training programs that enhanced employee performance and engagement. Demonstrated strong instructional design and curriculum development skills.
Overview
32
32
years of professional experience
Work History
Learning Specialist ITO
Air Canada
08.2021 - Current
- Delivered personalized educational, behavioral, and emotional support to individual new hires and current Ces to enable positive learning outcomes.
- Collaborated with colleagues to develop interdisciplinary units, providing participants with a well-rounded educational experience.
- Assessed student progress through ongoing evaluations(On the Job training) adjusting instructional approaches as needed for optimal results.
- Fostered a positive learning environment by incorporating diverse teaching methods that cater to different learning styles using VRAK.
Customer Service Specialist (Airport)
Air Canada
12.2017 - 06.2019
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Collaborated with team members to create effective strategies for improving overall customer experience.
Assistant Restaurant Manager
KFC Restaurant
06.1992 - 05.2018
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Pitched in to help host, waitstaff, and bussers during exceptionally busy times such as dinner hour.
- Kept restaurant compliant with all local hygiene and food safety regulations.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Monitored restaurant operations and adjusted schedules to meet peak customer demand.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Conducted regular performance evaluations, providing constructive feedback for professional growth.
- Oversaw inventory control practices, reducing waste and maintaining optimal stock levels.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
Customer Service Representative Call Centre
Air Canada
09.2015 - 12.2017
- Cross-trained and provided backup support for organizational leadership.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Customer Service Representative
Bell Canada
02.2000 - 06.2015
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Delivered prompt service to prioritize customer needs.
- Implemented and developed customer service training processes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Bachelor of Science - Social Sciences
Dawson College
Montreal08-1993
High School Diploma -
Villa Maria High School
Montreal, QC06-1991
Skills
- Reporting Requirements
- Blended Learning Strategies
- Classroom Management
- Teacher Assistance
Languages
English
Native or Bilingual
French
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Full Professional
Timeline
Learning Specialist ITO
Air Canada
08.2021 - Current
Customer Service Specialist (Airport)
Air Canada
12.2017 - 06.2019
Customer Service Representative Call Centre
Air Canada
09.2015 - 12.2017
Customer Service Representative
Bell Canada
02.2000 - 06.2015
Assistant Restaurant Manager
KFC Restaurant
06.1992 - 05.2018
Bachelor of Science - Social Sciences
Dawson College
High School Diploma -
Villa Maria High School
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