Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Rahaf Abu Baker

Halifax,NS

Summary

Resourceful Airline Customer Service Agent known for high productivity and efficient task completion. Demonstrated leadership in managing and mentoring team members to achieve operational excellence. Skilled in conflict resolution, ticketing software, and passenger assistance, ensuring smooth operations at the airport. Excel in communication, teamwork, and problem-solving to enhance passenger satisfaction and streamline service processes. Proven ability to lead by example, fostering a collaborative and motivated work environment.

Overview

2
2
years of professional experience

Work History

Customer Experience Specialist

Air Canada
Halif, NS
09.2022 - Current
  • Effectively addressed and resolved customer complaints.
  • Consistently followed established company policies and procedures for customer service operations.
  • Assisted customers with ticketing, seating, and baggage handling requirements.
  • Validated passenger documentation to ensure adherence to applicable laws and regulations.
  • Ensured passengers were promptly informed about any modifications or disruptions to their scheduled flights.
  • Formulated successful approaches for effectively dealing with challenging customers, prioritizing professionalism at all times.

Guest Services Associate

WestJet
Halifax, NS
05.2022 - 09.2024
  • Contributed to maintaining excellent customer service standards through availability during peak hours.
  • Ensured customer satisfaction by addressing requirements related to ticketing, seating, and baggage handling.
  • Facilitated compliance with customer service policies, procedures and regulations among team members.
  • Ensured prompt resolution of customer escalations, providing effective solutions.
  • Provided guidance and instruction to newly hired agents, ensuring they are prepared for their roles

Education

BBA - Information Technology

Saint Mary’s University
Halifax, NS
08-2024

Skills

  • Technical Skills
  • Supervision & Leadership
  • Problem Solving
  • Diplomatic Team Management
  • Professional Communication Verbal & Written
  • MS Office (PowerPoint, Excel, PowerBI, Project, Access and Word)
  • Customer Management software- Amadeus and Sabre
  • Conflict Management
  • Effective problem solving
  • Building rapport
  • Strong Work Ethic
  • Data Entry
  • Complaint Handling

Languages

English
Native/ Bilingual
Arabic
Native/ Bilingual

References

References available upon request.

Timeline

Customer Experience Specialist

Air Canada
09.2022 - Current

Guest Services Associate

WestJet
05.2022 - 09.2024

BBA - Information Technology

Saint Mary’s University
Rahaf Abu Baker