Maria Tozzi
Montreal (Anjou),Quebec
Summary
As an analytical decision-maker, I possess strong leadership skills that are oriented towards people. I have extensive experience managing a team of 10-20 employees, and I am professional, determined, and organized. I strive to maintain a workplace culture consistent with the organization's mandate and values. Additionally, I am a knowledgeable trainer of new hires, providing training on processes, safety, and above and beyond customer service.
I am energetic and successful at motivating and building positive team dynamics to accomplish goals. As a customer-oriented supervisor, I have 15 years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. I apply best practices and principles of employee management, as well as time management and organizational skills to drive group success.
Overview
29
29
years of professional experience
Work History
Case Processing Immigration Officer
Immigration, Refugee and Citizenship of Canada
Montreal, Quebec
02.2024 - Current
- Monitor the status of various immigration cases to ensure compliance with regulations.
- Verify documentation from applicants to confirm identity and verify accuracy of information provided.
- Process visa applications in accordance with federal laws, regulations, and guidelines.
- Participate in training sessions designed to update knowledge base on current trends in international migration.
- Analyze complex cases involving extensive research into respective policies and procedures.
- Assess individual eligibility for entrance into country based on paperwork.
Team Leader Supervisor
Public Health Agency of Canada
Montreal, QC
02.2021 - 01.2023
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Delegated daily tasks to team members to optimize group productivity.
- Offered training and support to keep team members motivated and working toward objectives.
- Recommended and executed improvements for production and product quality.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Reviewed staff work and gave comprehensive and constructive feedback.
- Gathered business requirements from users to convert to technical requirements.
- Collaborated with management team to implement new work procedures or policies.
- Achieved certificate for Designated Screening Officer.
- Supporting the enforcement of the Quarantine Act, in support of Canada's response to Covid-19 tasks.
- Screening for signs and symptoms. Communicates information to travelers' obligations for quarantine.
- Facilitates the search for solutions in the development or their quarantine plan.
- Provide information, advice and support to partners at point of entry & management.
- Issuing of fines for non-conformity.
- Assessed, motivated and empowered team members to work as a team and to be knowledgeable and to attend to passengers needs.
- Collaborated with scheduling team and Human Resources department regarding contracts.
Flight Attendant
Sunwing Airlines
Montreal, QC
10.2014 - 03.2020
- Attended trainings in customer service, conflict resolution techniques, and safety procedures to remain current on new requirements and procedures.
- Followed safety, passenger and supply pre-flight checklists.
- Collaborated with officials to establish action plans to provide safe environment and immediate response to threats and emergencies according to TC and EASA regulations.
- Followed company regulations and rules promoting safe environment for both travelers and employees.
Corporate Flight Attendant
ICFS / Pratt & Whitney Canada
Longueuil, QC
03.2015 - 10.2019
- Instructed passengers on safety and emergency procedures and answered questions related to the flight.
- Conducted preflight checks to assess general condition and cleanliness of aircraft.
Senior Cabin Service Charge Flight Attendant
Canjet Airlines
Montreal, QC
09.2009 - 06.2014
- Directed new crew members in proper duties and company regulations. trainings in customer service, conflict resolution techniques, and safety procedures to remain current on new requirements and procedures.
- Followed safety, passenger and supply pre-flight checklists.
- Controlled flight environment by responding to disruptive passengers per Transport Canada.
Airport Customer Service Agent/Trainer
Delta Airlines
Montreal, QC
02.1995 - 05.2008
- Maintained team compliance with Transport Canada regulations.
- Managed gate, ramp and cabin services for each flight.
- Recruited, trained and guided team members to offer every passenger top-notch service and support.
- Responded politely to passenger complaints regarding ticketing and baggage handling.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Managed high-volume of inbound customer calls for travel reservations. (1995-2002)
Education
Office Administration Certificate - Business Administration
International Business School
Montreal, QCLanguages
French
English
Additional Information
References upon request.
Secret Clearance
Timeline
Case Processing Immigration Officer
Immigration, Refugee and Citizenship of Canada
02.2024 - Current
Team Leader Supervisor
Public Health Agency of Canada
02.2021 - 01.2023
Corporate Flight Attendant
ICFS / Pratt & Whitney Canada
03.2015 - 10.2019
Flight Attendant
Sunwing Airlines
10.2014 - 03.2020
Senior Cabin Service Charge Flight Attendant
Canjet Airlines
09.2009 - 06.2014
Airport Customer Service Agent/Trainer
Delta Airlines
02.1995 - 05.2008
Office Administration Certificate - Business Administration
International Business School
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