Maria Gaw
Airdrie,AB
Summary
Dynamic leader with proven expertise in customer service management and financial statement review from tenures at Starbucks Coffee Canada. Excelled in human resources oversight and quality assurance, boosting customer satisfaction through strategic planning and team coaching. Skilled in verbal communication, adept at anticipating problems and driving sales growth. Knowledgeable Talent Manager with strong background managing wide range of business operations. Adept at developing and implementing new strategies with strong understanding of industry landscape. Motivated self-starter quickly adapts to changing environments and manages multiple tasks simultaneously.
Overview
17
17
years of professional experience
Work History
Peer Selection Team Member
WestJet Encore
01.2024 - Current
- Learned all required tasks quickly to maximize performance.
- Contributed to team success by completing jobs quickly and accurately.
- Developed strong cooperative relationships with coworkers and managers.
- Played an active role in promoting company values and culture, ensuring employees feel connected to the organization''s mission and goals.
- Assisted with employee engagement events or activities.
- Interviewed and hired top talent as needed
Quality Check Flight Attendant
WestJet Encore
01.2024 - Current
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Cabin Crew Member
WestJet Encore
04.2022 - Current
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Improved teamwork among crew members by actively participating in debriefings and sharing constructive feedback after each flight.
- Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
- Played a key role in achieving company-wide safety goals by participating in regular drills and maintaining up-to-date knowledge on emergency procedures.
- Exceeded performance metrics for customer satisfaction surveys by consistently receiving positive feedback from passengers regarding attentive service.
Store Manager
Starbucks Coffee Canada
11.2007 - 12.2021
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Analyzed and interpreted store trends to facilitate planning.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Developed new store location from ground up by hiring and training efficient team.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Approved regular payroll submissions for employees.
Education
Executive MBA - Human Resources Management
University of Fredericton
Fredericton, NB08-2024
Bachelor of Arts - General Studies
University of Calgary
Calgary, AB04.2005
Skills
- Verbal and Written Communication
- Financial Statement Review
- Human Resources Oversight
- Quality Assurance
- Recruitment and Hiring
- Problem Anticipation and Resolution
- Sales Tracking
- Customer Service Management
Timeline
Peer Selection Team Member
WestJet Encore
01.2024 - Current
Quality Check Flight Attendant
WestJet Encore
01.2024 - Current
Cabin Crew Member
WestJet Encore
04.2022 - Current
Store Manager
Starbucks Coffee Canada
11.2007 - 12.2021
Executive MBA - Human Resources Management
University of Fredericton
Bachelor of Arts - General Studies
University of Calgary
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