Summary
Overview
Work History
Education
Skills
Languages
Websites
References
Timeline
Generic

Melissa Dawson

Ottawa,ON

Summary

Dynamic Airline Duty Manager with 13 years of industry experience, including a decade in leadership roles. Expertise in managing operations, team scheduling, and comprehensive training initiatives. Demonstrated success in financial oversight and compliance monitoring, paired with HR management skills. Transitioning into a new industry while leveraging a proven track record of operational efficiency and exceptional customer service.

Overview

13
13
years of professional experience

Work History

Duty Manager, Airline Passenger Services

Swissport Canada Inc.
Ott, ON
11.2012 - Current
  • Directed day-to-day operations, ensuring efficiency and alignment with corporate objectives and strategies.
  • Implemented and monitored safety, security measures, and KPIs for people, equipment, facilities, and aircraft.
  • Evaluated operational performance, driving increased profitability, productivity, efficiency, and growth.
  • Monitored and improved quality standards, ensuring continuous enhancements in workflows and services.
  • Led and developed a team to achieve business objectives, and compliance with regulations and laws.
  • Developed and maintained effective relationships with key stakeholders, including airline management, airport management, customs, and immigration.
  • Managed the reconciliation of airline voucher invoices between airlines and vendors, ensuring accuracy and compliance.
  • Coordinated communication to resolve discrepancies and expedite payment processes.
  • Conducted thorough reviews of invoice data, maintaining financial integrity.
  • Printed and analyzed daily reports, monitored the issuance of airline vouchers and travel certificates, ensuring compliance.

Front Desk Agent

Sandman Hotel
Ottawa, ON
05.2021 - 10.2021
  • Kept records of room availability and guest accounts, manually or using computers.
  • Addressed customer needs in a timely manner.
  • Recorded guest comments or complaints, escalating to management for immediate resolution.
  • Provided excellent customer service while upholding company policies.
  • Contacted housekeeping or maintenance staff to report room or building issues.
  • Inputted guest information into computer system accurately and securely.
  • Performed bookkeeping activities to balance accounts and conduct nightly audits.
  • Verified customer credit to establish payment method for accommodations.
  • Stayed current on promotions, discounts, packages, and offers available at the hotel.
  • Generated daily reports detailing occupancy levels, revenue amounts.
  • Collaborated with colleagues to ensure smooth operations of front desk area.

Technical Advisor

Transcom
Ottawa, ON
11.2020 - 04.2021
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Configured network settings on personal devices according to user requirements.
  • Analyzed customer inquiries and responded with timely solutions in a professional manner.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Conducted diagnostic testing to identify software or hardware issues and provided appropriate solutions.
  • Identified potential sales opportunities during customer interactions and referred them to sales team accordingly.
  • Performed system updates for operating systems, software applications, security patches.
  • Provided remote assistance using remote access tools.
  • Maintained records of customer interactions and transactions within the database systems.
  • Resolved customer issues through troubleshooting techniques and escalated unresolved problems to senior technicians.

Education

High School Diploma -

Russell High School
Russell, ON
06-2009

Skills

  • Professionalism and integrity
  • Business administration
  • Verbal and written communication
  • Performance management
  • Payroll processing
  • Work planning and organization
  • Inventory management
  • Regulatory compliance
  • Attention to detail
  • Policy enforcement
  • Operational oversight
  • KPI monitoring
  • Shift scheduling
  • Financial reporting
  • Staff training and development

Languages

English
Native/ Bilingual
French
Elementary

References

References available upon request.

Timeline

Front Desk Agent

Sandman Hotel
05.2021 - 10.2021

Technical Advisor

Transcom
11.2020 - 04.2021

Duty Manager, Airline Passenger Services

Swissport Canada Inc.
11.2012 - Current

High School Diploma -

Russell High School

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Melissa Dawson