Robin Mendis
North York
Summary
Dynamic and results-driven customer service professional with extensive experience in both private and government sectors, dedicated to enhancing client satisfaction and driving company success. Proven ability to establish strong rapport with clients by leveraging exceptional communication skills and a service-oriented approach to deliver customized solutions that foster loyalty. Tech-savvy innovator adept at identifying opportunities for process optimization and implementing effective technological enhancements, ensuring operational efficiency while adapting seamlessly to fast-paced environments. Committed to cultivating collaborative relationships within teams and promoting an engaged work culture that empowers individuals to achieve shared goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Portfolio Support Officer (Substantive: AS-02)
Immigration and Refugee Board of Canada
02.2023 - Current
- Providing and coordinating administrative services as part of an executive office’s support staff; for example, preparing, editing, or disseminating materials to employees.
- Assisting the Portfolio Coordinator in all aspects of New Member Onboarding – preparation, onboarding, and wrap up.
- Tracking deadlines and deliverables specifically related to Onboarding of New Member cohorts and highlighting upcoming deadlines for the team and management, where applicable.
- Maintaining an Onboarding/Training Calendar during New Member training; sending and receiving invitations, and coordinating presentations with internal stakeholders and the management team, as appropriate.
- Using MS Teams and other virtual applications to host and/or record presentations or meetings.
- Assisting Coordinating Members with BOC reviews and Tracking and Mapping Similar BOCs from claimants from various countries.
- Tasking file on NOVA web to Coordinating Members.
Assistant Operations Manager (Acting: PM-04)
Public Health Agency of Canada
06.2021 - 01.2023
- Supervise and provide leadership to the Operations Support team
- Lead for the departure process under the guidance of the Operations Manager.
- Operate as a Referral Agent.
- Collaborate with management team to provide recommendations for improvement in policy and procedure.
- Assist the Operations Manager in the development and implementation of program delivery and services.
- Assist with leading multi-disciplinary working groups.
Screening Officer (Substantive: PM-02)
Public Health Agency of Canada
03.2021 - 05.2021
- Communicate basic information on traveler’s obligations under the Emergency Orders and Assist in the coordination of transportation and for travelers.
- Issue fines and Tickets under PHAC Contraventions according to the Quarantine Act.
- Worked closely with CBSA to assist asylum seekers such as Ukrainian and Afghan travelers providing screening and public health advice at port of entry.
- Assess traveler’s entry requirements such as GAA and Quarantine plan.
- Assist travelers to find alternative quarantine plans when necessary.
- Provide support to the Public and Travel Health staff as required.
- General administrative duties, as required, including using MS products such as Outlook, Word, Excel.
- Print welcome packages and ensure that stock is maintained.
- Arrange and distribute welcome packages, meals and snacks to travelers.
- Check and update the Quarantine Case Management System (QCMS) with traveler’s information, Update Departure Tracker / Intake Excel sheet.
- Check Switch health system for travelers results in order to determine whether to list to be Discharged or continuing the Isolation.
- Assist nurses with the Morning / Evening inspections and input traveler’s temperature and symptoms in QCMS.
- Assist with Departures and at Intake.
- Understanding the Donning and Doffing Procedures while working in the Red Zone with full PPE.
Guest Service Representative
Bombardier
12.2018 - 01.2021
- On board duty - Provide exceptional customer service to guests travelling on the UP Express, check and validate tickets, make PA Announcements on board the train and at the platform, assist Guests with accessibility needs, monitor train movement and any safety related matters and report to the correct authority such as Ops control center (OCC) , Crew or Supervisor.
- Station duties – Monitor the station/ trains and report any faults and abnormalities to OCC to ensure the safe travel of all passengers. When mobile at platform, monitor PSD and open / close manually if necessary. Deliver customer service, initiate pre-validation at rush hour to assist in the operation, issue tickets and Presto cards at SPOS Lite, Open / close station duties at platform, Union Service counter, Terminal 1 service counter and T3 Service counter.
Flight / Air Desk Coordinator
RedTag Vacations
06.2017 - 04.2019
- Call center / operations environment – Answer calls assist clients with their itineraries / process credit cards and conduct Merchant verification with banks. Use Company provided tools to analyze each file for fraudulent transactions before processing their tickets. Issue invoices for client purchases / provide clients with better service to achieve customer satisfaction.
Passenger Services Agent at Toronto Pearson International Airport Check–in/boarding/Customer Service
Air France - KLM
01.2016 - 06.2017
- Manage counters & staff / flight editing / assist staff with issues / resolving passenger complaints or ticketing and docs issues / flight cut off / coordinate with bag room / check - in passengers / provide customer service / assist at kiosk / conduct passport check / asses’ carry- on luggage at the gates and collect strollers /walkers and car seats enter in to BROK. Knowledge-in Amadeus Altea, Saber Sonic and MARS systems. Holding IATA dangerous goods certification. Jet Bridge qualified.
- Other duties - escort UMNR / attend to WCHR PAX / meet the aircraft on arrivals / gate assist for departures and taking down timings - such as aircraft arrival / grooming / catering and fueling.
Counter Lead at Toronto Pearson International Airport. -Passenger Services Agent at Toronto Pearson International Airport Check–in/boarding/Customer Service
Emirates / Etihad Airways / Air Transat
05.2016 - 06.2017
- Manage counters & staff / flight editing / assist staff with issues / resolving passenger complaints or ticketing and docs issues / flight cut off / coordinate with bag room / check - in passengers / provide customer service / assist at kiosk / conduct passport check / asses’ carry- on luggage at the gates and collect strollers /walkers and car seats enter in to BROK. Knowledge-in Amadeus Altea, Saber Sonic and MARS systems. Holding IATA dangerous goods certification. Jet Bridge qualified.
- Other duties - escort UMNR / attend to WCHR PAX / meet the aircraft on arrivals / gate assist for departures and taking down timings - such as aircraft arrival / grooming / catering and fueling.
Station Master / Manager
Roads and Transport Authority (SERCO) DUBAI METRO and Palm-Jumeirah Monorail Transit System
03.2011 - 06.2014
- Monitor all station functions and passenger movements. Providing exceptional customer service, fault rectification, cash reconciliation and mainly in charge of the station to ensure all operations function smoothly and safely.
- Safe Operations and Movement of the Trains, manual operation of the train as per the defined procedures, customer care & service duties, dissemination of information, responsible for reporting defects to trains, depot track, or other equipment and facilities encountered during the course of work, revenue protection duties as required, ensure all possible assistance and to help customers and in particular those with special accessibility needs, perform operational and emergency duties as required, perform and carry out other duties as instructed by PSM.
- Monitor Train Movements & Report to OCC & Follow Instructions. Rove inside the train to ensure passenger security / provide customer service / observe any abnormalities or defects on board the train / check for proper safety equipment and if it’s in proper place / guide passengers to their correct cabins / Guide passengers to respected train doors when Isolated / drive Manually when Required.
- Train preparation – Check for all defects on the train such as Breaks / Power / PSD doors - A/C / MSS / DCH / TCMS before entering the particular train for revenue service. Drive the train manually when required and upon authorization, follow instructions from depot controller.
Operations Supervisor
Air Arabia (airarabia.com) Doha, Qatar
03.2007 - 12.2010
- Handles entire Sales Support & office operation for Air Arabia Qatar.
- Offers a seamless experience by offering timely solution to travel agents, corporate, walk-in clients of Air Arabia.
- Preparing all the Sales Support Docs. Including (Passenger Credit Transfer / Travel Agent & Staff Login List / OAL Fare Comparison / Online Error’s / Flight Cancellations & Offloaded PAX)
- Collects corporate database
- Ensure the staff Follows up/ tele-sales for corporate clients/ agents
- Handles Staff Complaints Related to Official matters.
- Liaise with Head Office in Sharjah in order to get special fares for groups, corporate deals and passenger’s grievance.
- Experienced in last minute sale support and tele-sales, e-mail campaigns for last minute filling of the flight.
- Guide and process various visas for passengers who wish to travel to the U.A.E
- Issue group tickets & check the daily sales Report in order to plan & achieve the monthly targets.
- Rostering and scheduling Staff, in different departments (Sale counters, Branch offices, Call Centre)
- Rendering Training to New Agents, Corporate and Trainee staff.
Ticketing & Reservations Officer
Kuwait Airways
02.2004 - 02.2007
- Collected, arranged, and input information into database system.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Resolved problems, improved operations and provided exceptional service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Helped customers with passport and visa applications.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Reviewed tickets, identification, and passports to verify traveler identity.
- Input customer reservations, payment sources, and contact details into Sabre system.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
Education
Masters - Management
Memorial University of Newfoundland
Cornerbrook03-2027
Business Administration - 6 Units, 1 semester
St. Lawrence
Toronto, ON04.2014
Diploma - Marketing
Sri Lanka Institute of Marketing
Colombo, Sri Lanka12.2009
Diploma -
International Airline Ticketing Academy
Sri Lanka01.2004
Diploma - Computer Studies
AIT Computer Studies
Colombo, Sri Lanka01.2003
GED -
St’ Anne’s College
Sri Lanka12.2001
Skills
- Capable of providing excellent and world class customer service gearing towards customer satisfaction
- Extremely positive individual with excellent customer relations
- Superior interpersonal dynamics interface seamlessly with others from all levels, backgrounds and cultures
- Honest, eager individual with a genuine passion for achieving goals for self and others
- Able to maintain a professional and positive demeanor, regardless of the situation
- Proven ability to take initiative in completing projects with exceptional quality and detail
- Computer literate, keen to embrace new technology and quick to adapt to new working environments
- Client service
- Operational support
- Alliance building
- Customer service
- Flexible schedule
- Professional networking
- Office administration
- Correspondence management
- Problem-solving
- Teamwork and collaboration
- Communications support
- Customer service expertise
- Support services
- Cross-functional collaboration
- Document management
- Customer service understanding
- Technical support expertise
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 20 staff members.
Languages
English
Certification
- Public Health Agency of Canada
- Screening Officer Designation and Certificate - March 2021
- Quarantine act - March 2021
- Privacy Policy - March 2021
- Emergency Orders - March 2021
- PHAC Contraventions - March 2021
- Bombardier
- Emergency First Aid (Level C CPR/AED) - St. John’s Ambulance Dec. 19, 2018
- Charter and Safety Training May 2019
- Redtag
- TICO Travel Industry Council of Ontario June 2017
Timeline
Portfolio Support Officer (Substantive: AS-02)
Immigration and Refugee Board of Canada
02.2023 - Current
Assistant Operations Manager (Acting: PM-04)
Public Health Agency of Canada
06.2021 - 01.2023
Screening Officer (Substantive: PM-02)
Public Health Agency of Canada
03.2021 - 05.2021
Guest Service Representative
Bombardier
12.2018 - 01.2021
Flight / Air Desk Coordinator
RedTag Vacations
06.2017 - 04.2019
Counter Lead at Toronto Pearson International Airport. -Passenger Services Agent at Toronto Pearson International Airport Check–in/boarding/Customer Service
Emirates / Etihad Airways / Air Transat
05.2016 - 06.2017
Passenger Services Agent at Toronto Pearson International Airport Check–in/boarding/Customer Service
Air France - KLM
01.2016 - 06.2017
Station Master / Manager
Roads and Transport Authority (SERCO) DUBAI METRO and Palm-Jumeirah Monorail Transit System
03.2011 - 06.2014
Operations Supervisor
Air Arabia (airarabia.com) Doha, Qatar
03.2007 - 12.2010
Ticketing & Reservations Officer
Kuwait Airways
02.2004 - 02.2007
Masters - Management
Memorial University of Newfoundland
Business Administration - 6 Units, 1 semester
St. Lawrence
Diploma - Marketing
Sri Lanka Institute of Marketing
Diploma -
International Airline Ticketing Academy
Diploma - Computer Studies
AIT Computer Studies
GED -
St’ Anne’s College
Airline Trainings and Seminars
- Swiss port March 2016 IATA Dangerous goods
- Air France / KLM January 2016 Amadeus Altea System and procedures
- Air Arabia Holidays System & Seminar August 2009 Sharjah – U.A.E
- Aceel Aero August 2008 Air Arabia – Advance Reservation, E – Ticketing & Check – in. Sharjah – U.A.E
- Ground Operations Seminar July 2008 Sharjah – U.A.E
- Mars System - CSR Training February 2005 Kuwait Airways – Colombo
Roads and Transport Authority (Dubai Metro Railway)
- Rolling Stock & Written Assessment Rashidiya Depot APR14, 2011.
- Incident Management & Investigation Serco Dubai 19MAR, 2011.
- Safety Critical Communication Serco Dubai 17MAR, 2011.
- Fire & Safety Course Serco Dubai 15MAR, 2011
- EFA (Emergency First Aid Course) 03MAY, 2012
- Revenue / Cash Handling
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