MARIA TOZZI

Work History

Immigration, Refugee, Citizenship of Canada

02.2023 - Current

Working with the Global Case Management System (GCMS)
Document data related to investigations and findings
Assess eligibility and documentation for validity
Conducting research, analyzing information, and making recommendations and decisions on complex cases following regulations, acts and programs.

Public Health Agency of Canada - Montreal Pierre Elliot Trudeau Airport

02.2021 - 01.2023

Promoted to a 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
Collaborated with stakeholders and partners daily
Gathered business requirements from users to convert to technical requirements
Collaborated with the 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 travellers' obligations for quarantine
Facilitates the search for solutions in the development of their quarantine plan
Provide information, advice, and support to partners at the 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 the scheduling team and Human Resources department regarding contracts.

Sunwing Airlines

Montreal, QC

10.2014 - 03.2020

Attended training 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 a safe environment and immediate response to threats and emergencies according to TC and EASA regulations
Followed company regulations and rules promoting a safe environment for both travellers and employees.

ICFS / Pratt & Whitney Canada

Longueil, QC

03.2015 - 10.2019

Instructed passengers on safety and emergency procedures and answered questions related to the flight
Conducted prefight checks to assess the general condition and cleanliness of the aircraft.

Canjet Airlines

Montreal, QC

09.2009 - 06.2014

Directed new crew members in proper duties and company regulations
Training 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.

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 a high volume of inbound customer calls for travel reservations
(1995-2002)