Matilde Theodoli
Toronto,ON
Summary
Knowledgeable airport services professional with 5 + years of progressive experience in the field. Good relationship-building and problem-solving abilities with a resilient and adaptable approach. Positive, upbeat and friendly team player. Kind Passenger Service Agent with considerable experience in airline and hospitality customer service. Assists passengers by interpreting flight schedules and relaying weather reports. Adept at working in stressful situations with little to no supervision.
Overview
13
13
years of professional experience
Work History
Passenger Service Agent
GTA Dnata
04.2019 - 03.2020
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
Passenger Service Assistant PRM (PRM)
Swissport
07.2016 - 04.2019
- Ensured passenger safety by conducting thorough pre-flight checks of wheelchairs and other mobility equipment.
- Facilitated effective communication between airline staff and non-English speaking passengers, utilizing language skills when necessary.
- Provided exceptional customer service to diverse clientele, addressing individual needs and preferences.
- Participated in regular training sessions covering topics such as safety regulations compliance updates or changes in company policies.
- Enhanced customer satisfaction by providing timely and efficient assistance to passengers with special needs.
- Assisted elderly passengers with boarding and deplaning, ensuring a smooth travel experience for all customers.
Passenger Service Agent
Interjet (Swissport)
02.2018 - 06.2018
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
Sales Associate
• Relay LS Travel Retail- Sales Associate
02.2015 - 04.2016
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
Passenger Service Agent
American Airlines
06.2015 - 08.2015
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
Volunteer
Toronto Pearson Welcome Team
03.2014 - 01.2015
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
Cashier
Metro
10.2009 - 06.2014
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Assistant Events – Banquet Hall
Le Parc
08.2007 - 04.2013
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
College Diploma - Travel And Tourism Operations
Seneca
Markham, ON06.2014
High School Diploma -
J.W Jeffferys
Toronto, ON06.2009
Skills
- Passenger Assistance
- Customer Service Management
- Baggage handling
- Strong Organization
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Passenger Service Agent
GTA Dnata
04.2019 - 03.2020
Passenger Service Agent
Interjet (Swissport)
02.2018 - 06.2018
Passenger Service Assistant PRM (PRM)
Swissport
07.2016 - 04.2019
Passenger Service Agent
American Airlines
06.2015 - 08.2015
Sales Associate
• Relay LS Travel Retail- Sales Associate
02.2015 - 04.2016
Volunteer
Toronto Pearson Welcome Team
03.2014 - 01.2015
Cashier
Metro
10.2009 - 06.2014
• Assistant Events – Banquet Hall
Le Parc
08.2007 - 04.2013
College Diploma - Travel And Tourism Operations
Seneca
High School Diploma -
J.W Jeffferys
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