Marina Ahmed
Milton
Summary
Working with over 13 years of experience at the front line in various roles, Offering strong interpersonal skills and genuine interest in customer service allows me to naturally adapt to the welcoming and inclusive environment. Adept at addressing client needs and resolving issues efficiently. Skilled in communication, problem-solving, and great team supporter-known for fostering team collaboration and driving results, adaptable to changing requirements, and managing well in high-pressure environments.
Overview
13
13
years of professional experience
Work History
Airport Support Coordinator (Supervisor)
WESTJET
02.2017 - 04.2019
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Collaborated with team members to address complex issues efficiently, fostering a cohesive work environment.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Enhanced operational workflows by identifying process inefficiencies and recommending improvements.
- Worked with other departmental staff to answer questions and resolve problems.
- Analyzed customer feedback to identify trends, contributing to service improvement initiatives.
- Trained new staff on company policies and procedures, ensuring consistent service delivery.
- Trained and mentored new staff on best practices in client coordination and engagement.
Customer Service Agent/Baggage Service Agent
WESTJET
05.2008 - 01.2017
- Diligently managed check in, gates, baggage and flight operations to ensure the delivery of top quality customer service experience, in accordance with the WestJet mission, vision and values, SPOT and KPI’s
- Efficiently handle guest inquires including creating new reservations, modifying existing travel plans, and providing information regarding WestJet policies and procedures in compliance with Transport Canada and security regulations
- Handle and balance cash transactions
- Experience in completing Incident Hazard Reports, attending to medical incidents, unruly and intoxicated guests, while ensuring the safety of the environment and valued guests.
- De-escalating situations to the best of my ability when guests are upset regarding their delayed and or damaged bag.
Guest Service Ambassador
WESTJET
02.2007 - 04.2008
- Coordinated travel arrangements and provided detailed information on flight schedules and policies.
- Assisting guests use the Kiosk to check in and by pass them through to the express line which helps expedite them and make the beginning of their trip more memorable and positive.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Collaboratively work with CSAs and other segments of the business (ACAP, Swissport) to ensure excellent guest experience is provided.
Sales Associate/Customer Service
LS Travel Retail
01.2006 - 12.2014
- Provide excellent customer service skills by gaining good product knowledge
- Attract customers towards goods by interacting with them and offering products to best suit their travel needs
- Processed transactions efficiently, ensuring accuracy in cash handling and reporting.
- Execute openings of the store/morning paperwork/daily financial reports.
- Managed inventory levels, ensuring product availability and minimizing stock discrepancies.
Education
ECE Diploma -
Humber College Institute of Technology And Advanced Learning
01.2015
O.S.S.D -
North Albion Collegiate Institute
01.2006
Skills
- Customer service
- Goal oriented
- Conflict resolution
- Outstanding communication skills
- Multitasking and organization
- Reliability and punctuality
- Team collaboration
- Adaptability and flexibility
- Training and mentoring
- Time management
- Friendly and approachable
Languages
English
Full Professional
Urdu
Full Professional
Hindi
Full Professional
Timeline
Airport Support Coordinator (Supervisor)
WESTJET
02.2017 - 04.2019
Customer Service Agent/Baggage Service Agent
WESTJET
05.2008 - 01.2017
Guest Service Ambassador
WESTJET
02.2007 - 04.2008
Sales Associate/Customer Service
LS Travel Retail
01.2006 - 12.2014
O.S.S.D -
North Albion Collegiate Institute
ECE Diploma -
Humber College Institute of Technology And Advanced Learning
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