HARJINDER KAUR MALHI
Brampton,ON
Summary
PROFILE AND OBJECTIVE
- I am actively seeking opportunity to expand my skills and gain more valuable experience at AIR CANADA. I am drawn to environments that value loyalty, hard work, dependability and positively .
- I am eager to take on new challenges and purse fresh goals in new role.
- A highly skilled supervisor and servicer with proven experience in the Aviation and retail industry as Customer care representative.
- Worked with ETHIAD, AIR TRANSAT and other various airlines under Swissport.
- Worked with JET AIRWAYS and trained under WORLD TRACER BAGGAGE.
- Seeking position in a challenging environment where I can add value to the Organizations bottom line.
- Dynamic personality with strong communication and interpersonal skills.
- Trained and experienced in resolving customer complaints and promoting conflict resolution.
Overview
22
22
years of professional experience
Work History
ACTOR-Customer Exp Manager-YYZ
AIR CANADA
04.2023 - Current
- Acting Management -Decision making in a timely manner during stressful situation .
- Managing and monitoring crowded areas during peak hours or seasonal times for smoother passenger flow, customer service and flight organization.
- Prepared staff work schedules and assigned team members to specific duties.
- Managed time efficiently between multiple projects simultaneously.
- Provide dispatch services with crew and ground services ,monitoring tasks and assigned positions within check in and gates areas .
- Working very closely with STOC and coordinate.
- .Fostering employee development by empowering. coaching and supporting our team to their very best.
- Analyzed workflows and established priorities for daily operations. Rolled out operational improvements and solutions to deliver top-notch customer service.
- Reviewed Tasks plans to develop and coordinate with agents.
- Assign tasks based on day to day fast paced industry operational requirements
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer and agents satisfaction ratings. Organized client contracts, records and reports to strengthen traceability.
- Monitored staff performance and addressed issues. Trained employees on additional job positions to maintain coverage of roles.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
Customer Experience Specialist-APO-YYZ 12/2018 -
AIR CANADA
12.2018 - Current
- Greeted passengers upon arrival and checked boarding passes.
- Verified passenger documents for accuracy and completeness.
- Monitored the loading of luggage onto aircrafts.
- Assisted disabled passengers with special needs when necessary.
- Handled emergency situations calmly while following company protocols.
- Organized seating arrangements according to weight distribution requirements.
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Conduct passenger check-in and boarding.
- Organized and coordinated passenger boarding procedures for vessels.
- Assist pre-boarding passengers and provide information on flight schedules and routes.
- Prepare and issue tickets and boarding passes.
- Customer-facing position, play an important part in ensuring that all flights are ready for secure and on-time departures by assisting passengers at airport counters and gate locations.
Customer Service Agent
MENZIES
07.2018 - 03.2019
- Greeted and assisted all customers, including providing help with check-in, tagging luggage, ticketing changes, re-booking, and special service requests.
- Boarded and deplaned flights, and escorted passengers, including disabled passengers and unaccompanied minors, from aircraft.
- Provided accurate gate, flight arrival and departure information, and answered general inquiries.
- Field incoming calls, greet customers, answer travel inquiries, tag and handle baggage and collect baggage fees at gate, secure flights, process reservations, and monitored cabin availability.
- Assist misconnected and rerouted passengers during irregular operations; issue travel and hotel vouchers to displaced passengers on overbooked or canceled flights.
- Coordinate and conduct internal audits to assess compliance with standard operating procedures, employee standards, and FAA and airport requirements.
- Maintain Regional Flight Information (FLIFO) portal, gate leads, and gate displays.
- Wheelchair assistance with special needs.
Lunch Supervisor
Peel District School Board
Brampton, Ontario
12.2016 - 12.2017
- Supervised lunchroom staff, ensuring safety and efficiency.
- Checked student meals for accuracy against the menu.
- Ensured that all students followed school lunchroom rules.
- Maintained a clean and sanitary eating environment in accordance with health regulations.
- Monitored students during meal times to ensure proper behavior was maintained.
- Communicated effectively with other staff members about any changes or updates to the menu or schedule.
- Resolved customer complaints regarding food quality or service issues promptly.
Passenger Service Associate
JET AIRWAYS - TORONTO PEARSON INTERNATIONAL AIRPORT, JOB RESPONSIBILITIES
01.2016 - 07.2016
- Checked-in passengers for domestic and international travel using computerized systems; verified documentation for international and domestic flights.
- Address and resolve escalated customer concerns, and assist agents to resolve complex issues.
- Communicate changes in company rules and procedures, and mentor staff to improve performance and efficiency.
- Secure gates by communicating with aircraft and relaying messages to ramp and ticket counter.
- Processed tickets, checked baggage and monitored carry-on baggage for size and quantity, collected checked baggage fees at gate, and assigned seats.
- Announced and provided information on arrival and departure times, boarding procedures, gate changes, and carry-on regulations.
- Assisted customers with special needs and quickly addressed and resolved customer complaints.
- Coordinate with supervisor to determine staffing needs for gate and ground operations, including ticket counters and baggage services.
Customer Service Agent
SERVICEAIR/SWISSPORT YYZ
08.2014 - 02.2016
- Conducted security checks on all passengers prior to boarding flights.
- Prepared daily reports on passenger numbers and revenue generated by airline services.
- Operated computer systems to process reservations, check-in procedures.
- Greeted passengers upon arrival and checked boarding passes.
- Provided customer service to ensure a pleasant travel experience.
- Answered telephone inquiries regarding flight schedules, fares, baggage policies.
- Resolved customer complaints in a timely manner.
- Processed payments for tickets and other services using cash registers or computers.
- Maintained records of lost baggage claims and tracked baggage whereabouts until delivery to customer.
MOBILICITY CORPORATE -CUSTOMER SERVICE REPRESENTATIVE
11.2010 - 02.2013
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
Delhi -Officer/Administration
ICICI BANK LTD
01.2003 - 03.2006
- Provided customer service through resolution of problems, explanation of bank services, policies and knowledge of financial planning.
- Handled Sieble queries and opening Demat accounts with updates stock exchange market, handling inbound and outbound calls.
- Communicated directly with customers face to face, by telephone provided information on opening Savings, Flexible accounts, NRI accounts, Demat accounts, policies and procedures.
Education
CSC (Canadian Securities Course -
Humber College
2012
High School Diploma -
Guru Harkrishan Public School New Delhi
1996
Skills
- Excellent time management abilities
- Expert in commonly used SABRE and AMADEUS computerized system for airline industry and familiar with NETLINE
- Strong leadership and communication capabilities
- Experience working with a unionized team, as well as managing unionized employees(Unifor)
- Able to give accurate and detailed information regarding flight schedule
- Punctual & organized with goalachiever
- Enthusiastic & self motivated
- Exemplary team spirit and also able to work independently
- Take directions well and always open to corrected or suggested
- Exceptional adoptability & versatility
- Punctual & organized and superb multitasking ability in a stressed environment
- Dedication and hard working always shines me
Languages
Can speak English, Hindi, Punjabi & Urdu.
References
References available upon request.
Timeline
ACTOR-Customer Exp Manager-YYZ
AIR CANADA
04.2023 - Current
Customer Experience Specialist-APO-YYZ 12/2018 -
AIR CANADA
12.2018 - Current
Customer Service Agent
MENZIES
07.2018 - 03.2019
Lunch Supervisor
Peel District School Board
12.2016 - 12.2017
Passenger Service Associate
JET AIRWAYS - TORONTO PEARSON INTERNATIONAL AIRPORT, JOB RESPONSIBILITIES
01.2016 - 07.2016
Customer Service Agent
SERVICEAIR/SWISSPORT YYZ
08.2014 - 02.2016
MOBILICITY CORPORATE -CUSTOMER SERVICE REPRESENTATIVE
11.2010 - 02.2013
Delhi -Officer/Administration
ICICI BANK LTD
01.2003 - 03.2006
CSC (Canadian Securities Course -
Humber College
High School Diploma -
Guru Harkrishan Public School New Delhi
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