GULDENIZ KAPLAN
Ottawa,ON
Summary
Professional with strong background in providing exceptional customer service in high-pressure environments. Adept at ensuring passenger safety and comfort, with focus on team collaboration and adaptability to changing needs. Skilled in conflict resolution, communication, and emergency response procedures. Reliable and results-driven, consistently meeting and exceeding employer expectations.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Porter Airlines
10.2023 - 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.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Trained new Check-in Agents on best practices in customer service delivery, fostering a positive work environment.
- Maintained detailed knowledge of airport policies and procedures to ensure seamless operations.
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Collaborated with team members to maintain high-quality service standards during peak travel times.
- Prepared necessary reports on daily check-in activities, supporting management in identifying areas for improvement.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
Front Desk Receptionist
FAIRMONT ROYAL YORK HOTEL
08.2022 - 01.2023
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Responded to inquiries and room requests made online, by phone and via email.
Second Chef
BOSPHORUS RESTAURANT
11.2021 - 08.2022
- Monitored food products, driving quality, freshness and integrity.
- Supervised kitchen food preparation in demanding, high-volume environments.
- Trained kitchen workers on culinary techniques.
Sales Manager
YESIL KUNDURA
06.2017 - 02.2018
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Tracked monthly sales to generate reports for business development planning.
- Created and maintained sales environment to support business objectives.
- Analyzed business and sales targets using critical problem-solving skills.
- Developed and implemented new sales strategies to update product lines.
Education
Ontario College Diploma - Flight Services – Operations & Cabin Management
SENECA COLLEGE
01.2022
Bachelor of Arts - English For Academic Purposes
George Brown College
Toronto, ON01.2020
High School Diploma -
UMRANIYE LISESI
06.2016
Skills
- Appointment Scheduling
- Delivery Coordination
- Positive Attitude and Energetic
- Customer Service-Oriented
- Customer Service
- Amadeus
- Adaptability
- Time Management
- Attention to Details
- Teamwork
- GoNOW
Languages
Turkish
Native/ Bilingual
English
Full Professional
French
Limited
Timeline
Customer Service Representative
Porter Airlines
10.2023 - Current
Front Desk Receptionist
FAIRMONT ROYAL YORK HOTEL
08.2022 - 01.2023
Second Chef
BOSPHORUS RESTAURANT
11.2021 - 08.2022
Sales Manager
YESIL KUNDURA
06.2017 - 02.2018
Bachelor of Arts - English For Academic Purposes
George Brown College
High School Diploma -
UMRANIYE LISESI
Ontario College Diploma - Flight Services – Operations & Cabin Management
SENECA COLLEGE
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