Omsagar (Om) Anand
ON
Summary
Welcoming, personable individual with well-developed hospitality skills. Handles high-pressure situations with undeniable grace and poise. Accomplished professional with a proven track record at various well known hospitality brands, adept in compliance and regulations, and excelling in conflict mediation. Demonstrated success in enhancing customer satisfaction and streamlining operational standards. Skilled in cross-functional coordination and relationship management, contributing to significant improvements in service delivery and team performance.
Overview
17
17
years of professional experience
Work History
Lead/Cabin Crew Member
WestJet Airlines
05.2022 - Current
- Checked whether personnel completed required duties and responsibilities during respective shifts.
- Conducted complete and accurate audits of aircraft following cleaning and sanitization procedures.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Resolved passenger conflicts and medical emergencies during flights.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
Patient Transporter
Trillium Health Partners - Part Time
06.2020 - 10.2022
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Collaborated with CNAs, nurses, and physicians to maintain stability during transport and facilitate event-free transport.
- Assisted patients in moving out of beds, wheelchairs, stretchers, or medical transport vans.
- Warmly greeted patients and visitors and made each feel welcome.
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
- Responded to emergency situations to help with lifting and transporting patients.
Housekeeping Supervisor
Fairmont Royal York Hotel
07.2018 - 01.2022
- Placed orders for housekeeping supplies and guest toiletries.
- Completed schedules, shift reports, and other business documentation.
- Increased employee performance through effective supervision and training.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Evaluated employee performance and developed improvement plans.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Established and enforced protocols and guidelines for staff to meet LQA standards and other audits
Lobby Lounge Ambassador
Fairmont Bab Al Bahr - Development Program
03.2017 - 08.2018
- Assisted team with operational policies and procedures to drive services.
- Greeted customers and clients to create welcoming atmosphere.
- Engaged guests in conversation to offer hospitality, aid in service recovery and engender trust.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
Customer Care Representative
Wipro BPO - Delta Air Lines Process
03.2015 - 03.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
Senior Manager, Client Services
Anand Dairy Farm.
04.2008 - 02.2015
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Evaluated hiring, firing, and promotions requests.
- Implemented and developed operational standards, policies and procedures.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
Education
Real Estate
Real Estate Council of Ontario - Humber College
Toronto, ON10-2024
Masters Of Commerce
Mumbai University
Mumbai, India06-2010
Post Secondary Education - Finance
Wellingkars Institute
Mumbai, India07-2009
Bachelor of Commerce - 4 Years
Mumbai University
Mumbai, India06-2008
Skills
- Reports and documentations
- Compliance and regulations
- Cross-functional coordination
- Meetings and presentations
- Conflict Mediation
- Relationship Management
- Training and mentoring
- Customer Assistance
- Employee interaction
- Quality Control
- Resource Allocation
- Complaint Handling
Accomplishments
- Care from the Heart Award - June 2022
Westjet Airlines, Ontario, Canada.
- Better Together Award - Oct 2021
Trillium Health Partners, Ontario, Canada.
- Leader of the Month Award - June 2020
Fairmont Royal York Hotel, Ontario, Canada.
- Employee of the Month - Oct 2017
Wipro BPO, Delta Airlines Process, Mumbai, India.
- Employee of the Month - Sep 2016
Wipro BPO, Delta Airlines Process, Mumbai, India.
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Professional Working
Timeline
Lead/Cabin Crew Member
WestJet Airlines
05.2022 - Current
Patient Transporter
Trillium Health Partners - Part Time
06.2020 - 10.2022
Housekeeping Supervisor
Fairmont Royal York Hotel
07.2018 - 01.2022
Lobby Lounge Ambassador
Fairmont Bab Al Bahr - Development Program
03.2017 - 08.2018
Customer Care Representative
Wipro BPO - Delta Air Lines Process
03.2015 - 03.2017
Senior Manager, Client Services
Anand Dairy Farm.
04.2008 - 02.2015
Real Estate
Real Estate Council of Ontario - Humber College
Masters Of Commerce
Mumbai University
Post Secondary Education - Finance
Wellingkars Institute
Bachelor of Commerce - 4 Years
Mumbai University
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