Michael Acuna
Mississauga,ON
Summary
Resourceful Agent known for high productivity and efficient task completion. Specialize in negotiation, client relationship management, and problem-solving skills. Excel in communication, adaptability, and teamwork to achieve goals and exceed expectations.
Overview
11
11
years of professional experience
Work History
Customer Service Baggage Agent
Air Canada
Mississauga, Ontario
04.2023 - Current
- Maintained accurate records of all customer interactions, process customer accounts and file documents.
- Provided customer service to clients through phone and email communication.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Developed customer relationships and ensured satisfaction with services.
- Monitor inbound flight statuses using SmartSuite system and provide real-time delay notifications to passengers at the baggage carousel.
- Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.
- Knowledgeable with different tools such SmartSuite, S4A suite, FIDS, Communicator, Amadeaus, and IATA codes
Lead Cabin Services
Air Canada
Mississauga
06.2015 - 04.2023
- Updated employee manuals with any changes in policies or procedures related to cabin services operations.
- Developed and implemented safety protocols for cabin services staff.
- Created monthly reports summarizing key metrics associated with the department's performance.
- Organized and supervised the daily activities of cabin services personnel.
- Provided customer service training to ensure high standards of customer care.
- Tracked inventory levels of onboard amenities such as blankets, pillows, magazines.
- Maintained a positive working environment, resolving conflicts between employees as needed.
- Identified potential risks associated with upcoming flights and developed plans for mitigating those risks.
- Conducted regular inspections of aircraft cabins prior to departure, ensuring cleanliness and orderliness are maintained throughout flight duration.
- Ensured compliance with all applicable government regulations and airline policies regarding cabin services operations.
- Implemented strategies for improving operational efficiency within the department.
- Kept cabin neat, clean and professional in appearance.
Education
Some College (No Degree) - Police And Justice Studies
Sheridan College Institute Davis Campus
Brampton, ONSheet Metal Repair Aviation - Maintenance
Centennial College Downsview Campus
Downsview Park05.2019
Skills
- Problem-solving skills
- Relationship Building
- Stress Management
- Ensuring customer satisfaction
- Critical Thinking
- Highly proficient in utilizing digital tools and applications effectively while managing multiple task simultaneously
- Problem-Solving
- Strong communication abilities
- Customer Complaint Resolution
- Resolving customer issues
Languages
English
Native or Bilingual
Timeline
Customer Service Baggage Agent
Air Canada
04.2023 - Current
Lead Cabin Services
Air Canada
06.2015 - 04.2023
Some College (No Degree) - Police And Justice Studies
Sheridan College Institute Davis Campus
Sheet Metal Repair Aviation - Maintenance
Centennial College Downsview Campus