MARIEL SANTOS

Toronto

Summary

Tech-savvy and adaptable customer service professional with proven success supporting hundreds of customers daily in fast-paced, high-pressure environments. Demonstrates exceptional communication, problem-solving, and conflict resolution skills, consistently delivering positive customer experiences and resolving issues promptly and efficiently. Highly proficient with Microsoft Excel, SAP, and Salesforce CRM, with a strong ability to master new technologies and systems quickly. Recognized for attention to detail, reliability, and a collaborative approach that streamlines operations and enhances customer satisfaction. Eager to leverage strong customer advocacy, administrative support, and technical expertise to make a positive impact in order management and customer support roles.

Overview

years of professional experience

Certification

Work History

Office Administrator Assistant

Toronto District School Board (TDSB), Cedarbrae Collegiate Institute

07.2018

Provided administrative support, managing confidential student records and inquiries.
Maintained data accuracy and compliance using Microsoft Office Suite.
Supported students directly as a scribe, demonstrating confidentiality and precision.

Passenger Service Agent

Air France / KLM Royal Dutch Airlines, Pearson International Airport

11.2022 - Current

Delivered exceptional service to over 900 passengers daily, including high-profile clients.
Resolved customer concerns with professionalism, enhancing satisfaction and loyalty.
Collaborated across departments to streamline operations, reducing wait times by 15%.
Maintained strict compliance with airline and immigration policies.
Generated detailed daily reports using advanced Excel tools to drive operational improvements.
Recognized for reliability, adaptability, and positive team contributions.

Education

Bachelor of Commerce - Finance, Management Accounting, Information Systems, Business Ethics, Marketing

York University, Liberal Arts & Professional Studies (LAPS)

04.2023

High School Diploma - Specialist High Skills Major (SHSM) in Business

Senator O'Connor College School

06.2018

Skills

Advanced Microsoft Excel (PivotTables, VLOOKUP, Data Analysis)
SAP Fundamentals (Certified)
Salesforce CRM (Certified)

Customer Service Excellence
Conflict Resolution & Issue Management
Communication & Interpersonal Skills

Certification

Consistently recognized for outstanding customer service and empathetic passenger assistance
Helped achieve 95%+ customer satisfaction for PSA team during peak seasons
Reduced escalations through proactive issue management
McGill Personal Finance Essentials Certificate
Fraud Prevention Certificate
Leadership Certificate
Customer Service Excellence Certificate
Advanced Microsoft Excel (Coursera, 2024)
SAP Fundamentals (LinkedIn Learning, 2024)
Salesforce CRM Essentials (Trailhead, 2024)

Languages

English

Native or Bilingual

French

Limited Working

Timeline