Nancie McMartin
Sarnia,ON
Summary
Dynamic and dedicated professional with extensive experience in customer service at Jazz Aviation. Proven ability to enhance guest satisfaction through empathy and effective communication. Skilled in adhering to aviation regulations while fostering teamwork and collaboration. Recognized for increasing customer satisfaction ratings by implementing efficient service processes and resolving issues promptly.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Flight Attendant
Jazz Aviation
11.2005 - Current
- Maintain a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Greet passengers, assist with carry-on baggage storage and deliver onboard announcements.
- Collaborate with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Facilitate communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Participate in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Increased customer satisfaction by providing high-quality service and attending to passengers' needs with empathy and professionalism.
Front Desk Agent
Holiday Inn
02.2018 - 02.2019
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Team Leader
Global Payments
03.2001 - 01.2005
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Education
Tourism And Travel Management
Inter Pallas
Montreal, QCSkills
- Food and beverage service
- Teamwork and cooperation
- Empathy and patience
- Strong work ethic
- Customer service
- Problem-solving
- Time management
- Aviation regulations
- Reliability and punctuality
- Adaptability and flexibility
- Team collaboration
- Clear communication
- Emergency care
- Verbal and written communication
- Safety procedures
Accomplishments
- Service-oriented professional with over 15 years of direct customer service experience, equipped with exceptional communication skills including Multi-tasking and Complex problem Solving. Proven ability to empathize with, listen to and find effective solutions for customers.
Languages
French
Native or Bilingual
Certification
- St-John Ambulance First Aid Certificate- 2025
Interests
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Backpacking and Hiking
- Cooking
- I participate in a variety of outdoor recreational activities
- Food Tourism
- Mindfulness Practices
- Playing Sports
- Reading
- Hiking
- Running
Timeline
Front Desk Agent
Holiday Inn
02.2018 - 02.2019
Flight Attendant
Jazz Aviation
11.2005 - Current
Team Leader
Global Payments
03.2001 - 01.2005
Tourism And Travel Management
Inter Pallas