RHONDA LONSDALE
Shawnigan Lake,BC
Summary
I pride myself on my customer service abilities. I love the fast pace of the airline business and enjoy interacting with the public and helping them have a positive experience. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
26
26
years of professional experience
Work History
Customer Service Coordinator
Executive Aviation Ltd
Victoria, Canada
04.2024 - Current
- Coordinated customer inquiries and resolved issues efficiently.
- Managed scheduling for customer service agents at check-in and airside to optimize service coverage.
- Ensured smooth operations and achieved on-time performance through proactive coordination.
- Monitored service performance of agents and reported findings to identify areas for improvement.
Education Assistant
School District 61
Victoria, British Columbia
02.2018 - 04.2024
- Assisted special needs students one-on-one to overcome academic and social challenges.
- Facilitated classroom activities and transitions for special needs students, promoting engagement and inclusion.
- Managed classroom behavior by implementing positive reinforcement strategies.
- Helped create a safe and inclusive learning environment for all students.
- Recorded and maintained accurate student performance and attendance data to track progress and support individualized learning plans.
Customer Service Agent
Harbour Air Seaplanes
Victoria, Canada
05.2010 - 06.2013
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Trained new staff on customer service protocols and systems to enhance team readiness.
- Managed check-in processes for passengers and luggage, ensuring smooth and efficient travel experiences.
- Organized and ordered supplies to ensure operational efficiency.
- Handled cargo logistics for shipping and receiving, coordinating efforts to maintain timely operations.
Base Manager
West Coast Air
Victoria, Canada
01.2003 - 05.2010
- Hired and trained employees, supervising performance to enhance team effectiveness.
- Supervised staff to enforce safety protocols, promoting a safe work environment.
- Conducted safety audits to maintain regulatory standards and best practices.
- Performed regular inspections of all areas of the facility in order to identify potential hazards or risks.
- Developed policies and procedures to enhance operational efficiency.
- Provided attentive customer care, fostering positive relationships and satisfaction.
Flight Attendant Manager
Hawkair Aviation Services Ltd
Terrace, Canada
07.2000 - 01.2003
- Trained, scheduled, and monitored flight attendants to ensure high service standards and compliance with safety protocols.
- Delivered emergency instructions and managed in-flight medical situations to ensure passenger safety and comfort.
- Conducted pre-flight safety checks and ensured compliance with regulations.
- Created and monitored safety policies with Transport Canada.
- Maintained a friendly, positive attitude while assisting distressed passengers, fostering a supportive environment during challenging situations.
Education
Associate of Arts - Special events and promotions
Humber College
Toronto, ON01.1999
Skills
- Customer inquiry resolution
- Compliance adherence
- Effective communication
- Team collaboration
- Problem solving
- Critical thinking
- Customer service excellence
- Time management
Timeline
Customer Service Coordinator
Executive Aviation Ltd
04.2024 - Current
Education Assistant
School District 61
02.2018 - 04.2024
Customer Service Agent
Harbour Air Seaplanes
05.2010 - 06.2013
Base Manager
West Coast Air
01.2003 - 05.2010
Flight Attendant Manager
Hawkair Aviation Services Ltd
07.2000 - 01.2003
Associate of Arts - Special events and promotions
Humber College