KHAYATI KHAYATI
Hamilton,ON
Summary
Results-oriented customer service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Strategic and persuasive with several years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
2
2
years of professional experience
1
1
Certification
Work History
PRE-BOARDING OFFICER
Airport- Hamilton
Hamilton
07.2023 - 11.2024
- Greet all the customers
- Verified travel documents to ensure compliance with national and international regulations
- Educated travelers on proper pre-boarding screening protocols
- Performed physical checks of passengers' baggage, cargo, and mail for contraband or prohibited items
- Evaluated new technologies used in the pre-boarding screening process
- Directing the passenger to the next position in checking
- Guarded restricted areas to prevent unauthorized entry
- Upheld strong customer service standards while completing screenings
- Utilized metal detectors, wands, and X-ray screening machines to perform thorough checks of individuals, belongings, and cargo
- Operated controls on the explosive detection system to manipulate and clear images
- Assisted passengers with disabilities in walking through screening checkpoints
- Communicated and coordinated responses to suspicious activities
- Communicated with other screening staff to promptly call attention to potential or active safety problems
- Manually searched carry-on or checked baggage containing suspect items such as weapons or liquids exceeding volume limits
- Assisted in the implementation of security systems at airports, such as metal detectors and x-ray machines
- Considering the passenger's privacy, sometimes have to perform the search in private rooms
- This job was a combination of both Customer service and Security
- Also, I am a certified Pre-boarding officer from Toronto Training with a good 97% knowledge of the job and procedures
- Investigated potential threats reported by airline staff or other passengers
- Provided customer service to travelers during the screening process
- Participated in regular meetings with senior management regarding security policies
- Responded quickly and effectively to emergencies, if needed.
Senior Customer Service Representative
PLATO
Toronto
11.2023 - 05.2024
- Assisted in developing strategies to improve the overall customer experience.
- Followed up with customers after purchases to ensure satisfaction.
- Evaluated team performance metrics against established standards on a regular basis.
- Created reports on customer satisfaction levels and key performance indicators.
- Provided technical support to customers via phone, email and chat.
- Maintained accurate records of all customer interactions in CRM system.
- Provided product information and answered questions regarding features, pricing plans.
- Conducted customer service training for new hires.
- Resolved escalated customer complaints in a timely manner.
- Managed processing, scheduling and execution of customer purchase orders.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Creates custom reports by combining information from various sources to meet requirements for the division.
- Performs other duties as assigned which are directly related to the major responsibilities of the job, including supporting other customer care work units
- Supports the Instructor as requested with on-the-job training to new, internship employees and temporary employees.
Part-time Cashier
Farm Boy
Hamilton
05.2023 - 08.2023
- Greet customers, eye contact, and smile
- Bagging preferences, appropriate bagging, and undivided attention
- State order cost, confirm tender, and count back change
- Provide receipt and offer help with bags
- Ensure the customer has taken everything
- Thank the customer for Keeping the area of work clean and monitoring the machine is working fine
- Be careful with money handling
- Certified Smart Serve
- Checking the receipt of customers if required
- Operated cash register efficiently and accurately, and processed payments by cash, check, credit card, gift card, or automatic debit
- Accepted cash and credit card payments, issued receipts, and provided change
- Helped customers find specific products, answered questions, and offered product advice
- Greeted customers and answered any questions they had about the store's products and services
- Performed other duties as assigned by management
- Maintained cleanliness of the checkout area including countertops, registers, windowsills, and floors
- Delivered a high level of customer service to patrons using active listening and engagement skills
- Counted money in the cash drawer at the beginning of the shift to ensure that amounts were correct and had sufficient change
- Provided excellent customer service while promoting loyalty programs to increase sales potential
- Trained new team members in cash register operation, stock procedures, and customer services
- Scanned merchandise using the point-of-sale system for accurate purchase totals
- Discounted purchases by scanning and redeeming coupons
- Verified customer age requirement for alcohol or tobacco purchases
- Identified discrepancies between actual count and register balance; made corrections accordingly
- Checking the receipt of customers if required.
Full-Time Crew Member
McDonald’s
Ancaster
05.2023 - 07.2023
- Understood and followed oral and written directions
- Completed day-to-day duties accurately and efficiently
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Identified the needs of customers promptly and efficiently
- Worked with cross-functional teams to achieve goals
- Approached customers and engaged in conversation through the use of effective interpersonal and people skills
- Maintained updated knowledge through continuing education and advanced training
- Delivered products to customer locations on time
- Encourage guests to use the kiosk, introducing new menu items
- Clean and monitor the Lobby to ensure it is presentable and safe
- Provided Solutions to every problem
- Walk and stand for extended periods
- Handled the service department.
Education
Btech - Computer Science
High School -
GMSSS-40
Metric -
St. Soldier Int. Convent School
Skills
- Passenger Assistance
- Customer Satisfaction
- Payment Collection
- Leadership
- Decision-Making
- Guest Services
- Customer Complaint Resolution
- Order Coordination
- Calm Under Pressure
- Product Merchandising
- Team Building
- Working knowledge of Microsoft Office (Word, Excel, and Outlook) and database software
- Team monitoring
- CRM Software
- Escalation management
- Cross-Functional Collaboration
- Quality Assurance
Certification
- Smart Serve Certified
- Pre- Boarding Officer Certification from Toronto Airport
- Scrum Master- Scrum Alliance
Languages
English
Full Professional
Hindi
Native/ Bilingual
Punjabi
Full Professional
Timeline
Senior Customer Service Representative
PLATO
11.2023 - 05.2024
PRE-BOARDING OFFICER
Airport- Hamilton
07.2023 - 11.2024
Part-time Cashier
Farm Boy
05.2023 - 08.2023
Full-Time Crew Member
McDonald’s
05.2023 - 07.2023
Btech - Computer Science
High School -
GMSSS-40
Metric -
St. Soldier Int. Convent School
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