Melissa Zarife
Laval,QC
Summary
Through my experience in customer service, I have developed strong interpersonal skills, a deep understanding of customer needs, and an ability to handle diverse challenges.
As a reservations agent, national ressource desk and a speciality product agent, I have gained valuable insights into customer preferences and industry trends, providing me with a unique perspective to contribute to pricing decisions.
Overview
10
10
years of professional experience
Work History
Concierge Agent
Air Canada
Montreal, QC
04.2024 - Current
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Made decisions and resolved issues using critical thinking and analytical skills.
Acting Customer Service Manager
Air Canada
Montreal, QC
07.2023 - 04.2024
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Customer Service Sales Agent
Air Canada
Montreal, QC
11.2015 - 04.2024
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Specialized Product Desk
Air Canada
Montreal, QC
06.2022 - 06.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisting Air Canada corporate account with their inquiries.
- Relayed information on availability, pricing and discounts to customers.
National Ressource Desk
Air Canada
Montreal, QC
06.2016 - 06.2022
- Assisted general reservations agents and other specialized departments with our customer's itineraries.
- Prompt and accurate responses to customer questions, suggestions for effective solutions and problem solving to increase customer satisfaction.
- Clarify any policies or procedures that may seem unclear to general reservations agents.
Education
High School Diploma -
College Letendre
Laval, QC06.2010
Skills
- Problem solving
- Teamwork
- Adaptability
- Sense of responsibility
- Organization and time management skills
Timeline
Concierge Agent
Air Canada
04.2024 - Current
Acting Customer Service Manager
Air Canada
07.2023 - 04.2024
Specialized Product Desk
Air Canada
06.2022 - 06.2023
National Ressource Desk
Air Canada
06.2016 - 06.2022
Customer Service Sales Agent
Air Canada
11.2015 - 04.2024
High School Diploma -
College Letendre