Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
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Henry Emile

Brossard

Summary

Dynamic customer service professional with a proven track record at Air Canada, adept at resolving conflicts with empathy and maintaining high customer satisfaction. Known for reliability and quick learning, I excel in high-pressure environments, ensuring client loyalty and delivering tailored solutions. Passionate about creating positive experiences and fostering lasting relationships.

Overview

25
25
years of professional experience

Work History

CUSTOMER SERVICE CASHIER

Jacques Cartier Pizza
08.2023 - 01.2025
  • Received and documented order requests from clients.
  • Recommended suitable products tailored to client preferences
  • Maintained tidy and organized restaurant environment consistently
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions. In term of 30-40 calls/orders during rush times.
  • Processed customer orders and accurately handled payment transactions.
  • Counted money in drawers at beginning and end of each shift.

CUSTOMER SERVICE REPRESENTATIVE

Air Canada Airport Montre
07.2009 - 02.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
  • Responded to customer requests for products, services, and company information
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Air Traffic Controler

Air Canada, Dorval Airport
05.2006 - 07.2009
  • ONLY FOR THE AIR CANADA PLANES
  • Controlled arrivals and departures and transitioned aircraft across airfield and flight line.
  • Maintained clear communication with pilots, ground crews, and other controllers to ensure smooth coordination of aircraft movements.
  • Provided pilots with instructions for safe landings and takeoffs at airport averaging 120-180 flights per day.
  • Utilized communications systems to direct movement of pilots and ground personnel.
  • Identified, analyzed, resolved and reported hazards and procedural issues affecting or potentially affecting safe and timely outcomes.
  • Notified airport if any emergency on Air Canada flights.
  • Collaborated with fellow controllers to troubleshoot issues, ensuring prompt resolution of conflicts or system failures.
  • Worked closely with other air traffic controllers to establish safe and productive flow of traffic.
  • Participated in emergency simulations and drills to increase readiness.

Scheduler

Air Canada, Dorval Airport
05.2002 - 05.2006
  • Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
  • Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.
  • Enhanced team productivity by maintaining clear communication channels and providing regular updates on project progress.
  • Monitored employee performance closely to identify areas for improvement or additional training needs that would lead to optimized scheduling outcomes.
  • Reduced scheduling errors by introducing rigorous verification processes before finalizing project timelines.
  • Coordinate with all departments, with sick calls and replace them with other employees.
  • Facilitated training sessions for junior schedulers, elevating team capabilities and performance.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Completed daily logs for management review.
  • Trained and supervised employees on office policies and procedures.
  • Planned the schedule of the day and next day morning.
  • Drafted templates for the upcoming season with the new flights

Baggage Handler

Air Canada, Dorval Airport
11.1999 - 05.2002
  • Improved baggage handling efficiency by streamlining loading and unloading processes.
  • Performed physical inventory checks on stored luggage, verifying accuracy before loading onto flights.
  • Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
  • Assisted in the loading and unloading of cargo from aircraft, maintaining proper weight distribution for safe flight operations.
  • Collaborated with team members to ensure efficient transfer of luggage between flights.
  • Minimized delays by prioritizing tasks based on flight schedules and deadlines.
  • Ensured proper storage of luggage in aircraft holds, preventing damage during transport.
  • Helped train new employees in safe practices and warehouse procedures.
  • Operated moving truck safely to deliver items to destination without nicks or scratches.
  • Drove forklifts, pallet jacks and other equipment to move materials.
  • My team and I used to do 7-12 planes per days and handling in between 2000 to 3000 bags. depending on the destinations

Education

Diploma - Health Sciences

Cegep Vieux Montreal
Montreal, QC

Skills

  • Experienced in bilingual interactions
  • Customer engagement
  • Customer experience improvement
  • Consistent reliability
  • Exhibited calmness under pressure
  • Strong focus on quality
  • Adapts quickly to new information
  • Customer-oriented mindset
  • Client relations management
  • Independant
  • Independant

LANGUAGES

French - Native or Bilingual
Full Professional
English - Full Professional

Timeline

CUSTOMER SERVICE CASHIER

Jacques Cartier Pizza
08.2023 - 01.2025

CUSTOMER SERVICE REPRESENTATIVE

Air Canada Airport Montre
07.2009 - 02.2022

Air Traffic Controler

Air Canada, Dorval Airport
05.2006 - 07.2009

Scheduler

Air Canada, Dorval Airport
05.2002 - 05.2006

Baggage Handler

Air Canada, Dorval Airport
11.1999 - 05.2002

Diploma - Health Sciences

Cegep Vieux Montreal

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