Jorja Chenier
Calgary,Alberta
Summary
Dedicated and experienced Customer Care Ambassador with a background in managing passenger flows, maintaining smooth operations, and providing world-class guest experiences in challenging environments. Skilled in training, operations management, and ensuring operational requirements are met. Proficient in communication and problem-solving.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Relief Lead
Concorde Airport Services
Calgary, AB
01.2024 - Current
- Implemented standardized work procedures, ensuring consistency in operations while maximizing efficiency.
- consulted with TOS, agency officers and airlines to create efficant operating plans
- led and delegated teams thorough irregular operations such as PIK outages and high passengers volumes
- managed staffed allocation to meet the needs of the operation
- reassigned staff positions during staff shortages
- educated and mentored new employees on operational priorities
- collaborated with IOC and TOS for incidents and operational issues
Customer Care Ambassador
Concorde Airport Services
Calgary, AB
09.2021 - Current
- Communicated effectively with officers and team members during irregular operations to ensure smooth operations
- Managed queues and passenger flows to maintain efficiency
- Adapted and managed connections during peak times to ensure all passenger flows were maintained
- Collaborated with team members to report operational issues and impacts
- Provided world-class guest experiences in challenging environments and complex issues
- Acted as a SME and provided training to all team members on new processes and programs, including ITI and Net Tracer.
- Lead relief efforts, managing employees, breaks, and ensuring excellent customer service
- Ensured operational requirements were fulfilled by managing staff levels on the floor
- Provided personalized accessibility experiences, including safety briefings and guidance
- Handled information inquiries, answered questions, and managed lost and found services
- Scheduled and managed accessibility requirements for passengers
- Coordinated dispatch activities, assigned bus bays, managed bussing operations, and handled payments
- Controlled traffic flow and provided customer care for arriving guests
- Assisted guests with accessibility needs, including pushing wheelchairs and providing emotional support
- Assisted management with administrative tasks, including employee certifications, training records, hours worked, and email correspondence.
- Proficient in verifying documentation and reviewing Standard Operating Procedures (SOPs).
- Actively involved in the Accessibility Committee and Health and Safety Committee within our company.
- Provided support for YYC Terminal Operations with the University of Laval Accessibility study.
Education
GED -
James Fowler High School
Calgary, AB06.2021
Skills
- Operational Excellence - Intimate understanding of the criticality of connections and YYC's operational priorities
- Training and Development - natural ability to teach skills to a variety of learning styles
- Accessibility Services - Knowledge, understanding and empathy to the diverse needs of all people, both hidden and visible disabilities
- Administration and Email Management - strong desire to learn more and willing to help out open up opportunities to learn new roles
- Problem-solving abilities - seek solutions to issues that maintain the operation and guest experience
Accomplishments
- accessibility comity
- health and safety comity
- ITI trainer
- net tracer trainer
- go to person for new task's
Certification
[Any relevant certifications]
References
Available upon request
Timeline
Relief Lead
Concorde Airport Services
01.2024 - Current
Customer Care Ambassador
Concorde Airport Services
09.2021 - Current
GED -
James Fowler High School