Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Hajar Bilali

Montreal

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

7
7
years of professional experience

Work History

Team Lead, Passenger Service

Transol Aviation
01.2018 - Current
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
  • Directed and supervised team of 20 agents

Passenger Service Agent

Swissport
05.2018 - 09.2018
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Educated passengers on safety procedures and provided assistance to disabled passengers
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
  • Prepared detailed passenger manifests and other reports to meet organizational needs

Call Center Representative

Vidéotron
03.2017 - 10.2017
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Managed over 50 customer calls per day.

Sales Representative

Stokes
05.2016 - 09.2016
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
  • Developed and delivered engaging sales presentations to convey product benefits.
  • Used customer insights to develop innovative sales strategies to increase sales.

Education

Bachelor of Arts - Political Science

Concordia University
Montreal, QC

Skills

  • Production Monitoring
  • Task Monitoring
  • Quality Control
  • Field Support
  • Staff Management
  • Verbal and Written Communication
  • Job Assignments
  • Employee Training
  • Documentation Verification
  • Database Systems
  • Federal Guidelines
  • Microsoft Office
  • Data Entry Documentation
  • Advanced Excel Spreadsheet Functions

Accomplishments

  • Supervised team of 20 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Timeline

Passenger Service Agent

Swissport
05.2018 - 09.2018

Team Lead, Passenger Service

Transol Aviation
01.2018 - Current

Call Center Representative

Vidéotron
03.2017 - 10.2017

Sales Representative

Stokes
05.2016 - 09.2016

Bachelor of Arts - Political Science

Concordia University

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Hajar Bilali