Jasmine Hans
Cambridge,ON
Summary
Professional with experience in airline customer service, prepared to excel in this role. Skilled in handling passenger inquiries, resolving issues, and ensuring smooth operations at airport. Strong focus on team collaboration and achieving results. Reliable, adaptable, and adept at meeting changing needs with excellent communication and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Sparrow Hauling
10.2021 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Elevated customer satisfaction with detailed training programs for support staff.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Dispatch Supervisor
The Hans Group
06.2019 - 06.2021
- Supervised team of 7 employees and provided training focused on maximizing overall performance.
- Assisted in resolving conflicts between drivers or customers when necessary, employing diplomacy skills and ensuring the best possible outcomes for all parties involved.
- Directed dispatching, routing, and tracking of 20 fleet vehicles.
- Recruited highly qualified candidates, conducting interviews and providing onboarding support for new hires in the dispatch department.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created a positive work environment through open communication channels and fostering teamwork among staff members.
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
- Maintained strong relationships with vendors and contractors to ensure seamless service delivery during peak periods.
- Assisted in resolving customer complaints and grievances.
Screening Officer
Garda World
04.2015 - 05.2019
- Maintained professionalism under pressure, responding calmly and decisively to potential threats or crisis situations.
- Provided exceptional customer service by addressing passenger concerns professionally while maintaining focus on their safety at all times.
- Ensured safety of travelers by diligently following established screening procedures and protocols.
- Continuously updated knowledge base regarding changes in international aviation regulations and guidelines, ensuring full compliance at all times.
- Collaborated with other airport personnel to maintain a seamless flow of passengers through all stages of the travel process.
- Developed strong communication skills by effectively interacting with passengers from diverse backgrounds on a daily basis.
- Utilized advanced technology such as X-ray machines and metal detectors during screening processes, detecting potential hazards before they became an issue.
- Enhanced airport security by conducting comprehensive passenger and baggage screenings.
- Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
- Performed pat-downs to look for unauthorized materials and weapons.
- Authenticated boarding passes, identification, and passports to prevent fraudulent travel.
- Developed and maintained positive rapport with passengers and other airport personnel.
Airport Security Officer
ASP Security
06.2011 - 03.2015
- Maintained a safe environment for travelers by consistently enforcing airport safety regulations and protocols.
- Managed access control systems to ensure only authorized personnel could enter restricted areas of the airport.
- Provided exceptional customer service to passengers, addressing their concerns while maintaining a professional demeanor during security procedures.
- Reduced potential threats by promptly responding to and resolving security incidents and emergencies.
- Promoted an inclusive and welcoming airport environment by addressing the needs of diverse passengers, including those with disabilities or special requirements.
- Assisted in preventing unauthorized access to secure areas through vigilant monitoring and enforcement of access control measures.
- Supported ongoing risk assessments by providing detailed reports on observed incidents or concerning trends within the airport environment.
- Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
- Reviewed both security camera footage and live feeds to spot trespassers and criminal activity.
Education
High School Diploma -
Humberview Secondary School
Bolton, ONAssociate of Arts -
George Brown College
Toronto, ONBachelor of Arts - Criminology
George Brown College
Toronto, None06-2015
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Excellent time management skills
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Effective workflow management
- Conflict resolution techniques
- Customer retention
- Conflict management
- Meticulous attention to detail
- Work prioritization
- Verbal and written communication
- Team building
- Skilled multi-tasker
Languages
English
French
Punjabi
Hindi
Additional work experience
· The Brick- Vaughan 2012
· Tim Hortons- Brampton 2009-2012
· Best Buy/ Future Shop 2010
· Dairy Queen- Brampton 2006-2008
· A-One Cakes bakery- Mississauga 2011
· Worked in assembly lines in various warehouses (employment agencies)
Timeline
Customer Service Manager
Sparrow Hauling
10.2021 - Current
Dispatch Supervisor
The Hans Group
06.2019 - 06.2021
Screening Officer
Garda World
04.2015 - 05.2019
Airport Security Officer
ASP Security
06.2011 - 03.2015
High School Diploma -
Humberview Secondary School
Associate of Arts -
George Brown College
Bachelor of Arts - Criminology
George Brown College
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