Michael Wondu
Edmonton,AB
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements.
Overview
7
7
years of professional experience
Work History
Traveller Support Agent
Swoop Airlines
07.2022 - 11.2023
- Responded to inquiries through Sprinklr and Freshdesk regarding travel plans by addressing questions related to flight schedules, prices, changes and other pertinent airline details to assist customers in booking their journeys.
- Examine APPR claims to assess eligibility for compensation in accordance with the APPR guidelines of the respective regulatory program.
- Provided templated responses to guests indicating the outcome of their APPR claims.
- Manually processed payments Hyperwallet transactions in the JDE system for compensations.
- Responded to guest rebuttals and inquiries by redirecting them to the appropriate team through the use of templated letters.
- Worked with leadership on other projects and initiatives as directed.
Assistant Manager/ Sales Management Trainee
Enterprise Rent-a-Car
03.2017 - 08.2022
- Manage the efforts of Branch employees in providing a high level of customer service, including management of the rental counter, customer flow, and telephone service, as well as training by example
- Train, motivate and coach employees to increase branch sales by understanding, communicating, and using the 4-step sales process to promote and sell optional protection products, vehicle features and benefits, fuel options and additional equipment
- Manage branch receivables, including negotiating payment plans, collecting difficult accounts receivables, preparing write-offs for uncollectible accounts, and recommending accounts for referral to collection
- Supervise and train other employees regarding branch receivables
- Develop and maintain Branch operational plan
- Use initiative, independent judgment, discretion, and decision-making skills to perform a variety of duties and solve problems
- Some examples include approving rate deviations, approving extensions of rental tickets without deposits or where customer is delinquent, determining when to retrieve cars if customers are overdue, approving rentals for drivers under 25 and over 70 years of age, approving cash deposit rentals and unusual credit card and rental requests, and approving write-offs
- Manage overall branch operations in absence of and/or request of the Branch Manager.
Education
Bachelor of Arts - Economics
University of Alberta
Edmonton, AB06.2016
High School Diploma -
Archbishop O'Leary High School
Edmonton, AB06.2011
Breathe University
Personal Development Community
02.2015
Skills
- Management
- Customer Relationship Management
- Employee Coaching
- Customer Service
- De-Escalation Techniques
- Sales and Upselling
Leadership Roles
- Eric Thomas: 120 Series Conference, 02/2020
- Eric Thomas: Phenomenal Life Conference in Jamaica, 03/2019
- Eric Thomas: Ignite the Dream Conference in Philadelphia, 09/2018
- Eric Thomas: Phenomenal Life Conference Cruise, 03/2018
- University Toastmasters Club, 05/2016, 05/2017
- Eric Thomas: The Secret to Success Boot Camp in East Lansing, MI, 07/2016
- Eric Thomas: The Greatness Session in Toronto, 11/2015
- Alberta Student Leadership Summit, 01/2015
Volunteer Experience
- Abundance Academy, 03/2020 to Present.
A weekly series I created to help individuals expand their way of thinking to ultimately achieve their individual passions and goals. This included series such “Climb to Clarity” and “Lift Off Series”
- Teddy’s Outreach Foundation, 08/2019- 02/2020
Youth Mentoring Program
Provided mentorship to youth in high school and junior high – activities included mentorship in education, physical activities and group activities.
- Deki-Eritrea Edmonton, 02/2014 to Present,
Group created by the Eritrean youth of Edmonton to help build and sustain a stronger community within the Eritrean community Create events to tackle social issues, community gathering, and provide guidance to the youth
Marathon runner
I am currently working on running a marathon in every continent. I have completed 3 of 7 - 2019 Athens Marathon , 2021 Banff Marathon, and 2023 Patagonia Marathon.
Additional Information
I am currently in training for SSC role in WestJet and I will be moving to Calgary.
References
Available upon request
Timeline
Traveller Support Agent
Swoop Airlines
07.2022 - 11.2023
Assistant Manager/ Sales Management Trainee
Enterprise Rent-a-Car
03.2017 - 08.2022
Bachelor of Arts - Economics
University of Alberta
High School Diploma -
Archbishop O'Leary High School
Breathe University
Personal Development Community
Similar Profiles
Meghan MillerMeghan Miller
Regional Sales Lead at Swoop Airlines Inc.Regional Sales Lead at Swoop Airlines Inc.
Chris BatesChris Bates
In-flight Quality and Standards Manager at Flair AirlinesIn-flight Quality and Standards Manager at Flair Airlines
Astrid GiffenAstrid Giffen
Cabin Crew Member at Westjet AirlinesCabin Crew Member at Westjet Airlines
Wayne NormanWayne Norman
Security Officer at Comissionair Northern AlbertaSecurity Officer at Comissionair Northern Alberta
Dylan LeducDylan Leduc
Bartender / Manager at Epic MarketBartender / Manager at Epic Market