Summary
Overview
Work History
Education
Skills
Languages
Volunteer Work
Timeline
Generic

Rosanna Pepe

Laval,Quebec

Summary

Strategic and results-oriented operations professional with extensive experience streamlining processes, improving efficiency, and leading high-performing teams. Recognized for making sound decisions under pressure, turning challenges into opportunities, and implementing practices that elevate organizational performance and strengthen brand presence. Dedicated to driving growth, fostering operational excellence, and delivering measurable results.

Overview

25
25
years of professional experience

Work History

Duty Manager

TSAS/AVJET
Montreal, Quebec
12.2021 - Current
  • Fostered a positive, collaborative work environment while ensuring exceptional customer service standards.
  • Maintained professionalism in all customer interactions, effectively addressing concerns and resolving issues with a knowledgeable and solution-focused approach.
  • Managed escalated customer complaints from frontline staff, ensuring timely and satisfactory resolution.
  • Oversaw employee relations and problem-solving in the absence of the General Manager.
  • Partnered with upper management to identify process improvements and enhance operational productivity.
  • Conducted quality checks to ensure work met consistency, accuracy, and compliance standards.
  • Delivered targeted training programs to address staff skill gaps and improve performance.
  • Coordinated with Human Resources to address employee concerns, mediate conflicts, and ensure fair resolutions.
  • Led recruitment efforts by interviewing candidates, making hiring recommendations, and evaluating employee performance.
  • Provided coaching and mentorship to support staff career growth and long-term development.
  • Ensured adherence to company policies, operational objectives, and communication standards.
  • Created and managed employee schedules to optimize coverage and meet business needs.
  • Maintained operational readiness across key areas to achieve service and performance goals.

Supervisor

TSAS /AVJET
Montreal, QC
06.2019 - 12.2021
  • Directed and oversaw staff during check-in, boarding, departure, and arrival processes to ensure efficient and on-time operations.
  • Coordinated and finalized daily staffing plans, aligning resources with operational requirements.
  • Monitored workflow and encouraged team accountability to meet performance deadlines.
  • Compiled and submitted accurate post-departure flight reports.
  • Fostered a collaborative work environment while enforcing company policies, safety regulations, and service standards.
  • Evaluated employee performance, delivering feedback and guidance to support professional growth.
  • Resolved passenger issues promptly, ensuring positive customer experiences.
  • Provided management with required documentation and operational updates in a timely manner.
  • Maintained organized records and operational data within the company’s document management system.

Team Lead

TSAS /AVJET
Montreal, Quebec
11.2018 - 06.2019
  • Assigned and coordinated daily tasks to team members, ensuring optimal productivity and efficient workflow.
  • Dispatched and organized agents for departure and arrival operations to maintain smooth service flow.
  • Ensured all work areas were clean, organized, and compliant with airline standards and inspection requirements.
  • Monitored team performance, reinforced deadlines, and maintained high operational standards.
  • Partnered with management to introduce and implement updated procedures and policies.
  • Prioritized incoming work and streamlined workflows to maximize efficiency.
  • Rotated agents through various stations based on operational needs and skill development opportunities.
  • Completed and verified all required paperwork for current and upcoming flights.
  • Set clear objectives and expectations to foster collaboration and accountability within the team.

Bar Manager

LOUNGE5
Montreal, QC
04.2015 - 03.2019
  • Oversaw daily bar operations, executing thorough opening, closing, and shift-change procedures to maintain consistent service standards.
  • Recruited, interviewed, and trained staff, enhancing customer satisfaction and driving increased sales.
  • Ensured full compliance with health codes, sanitation guidelines, and licensing regulations while implementing productivity improvements.
  • Managed beverage inventory, restocking beer, liquor, and supplies regularly and after special events to meet demand.
  • Increased revenue through upselling strategies and contributions to beverage menu development.
  • Monitored cash handling procedures to minimize discrepancies and maintain accurate records.
  • Prepared and served wine, beer, and craft cocktails, delivering high-quality service to guests.
  • Monitored patron alcohol consumption, promoting responsible service and guest safety.
  • Planned and executed special events to increase foot traffic and maximize profitability.
  • Maintained detailed inventory records to ensure efficient stock management and cost control.

Customer Service Agent

SWISSPORT CANADA INC
Montreal, QC
01.2017 - 10.2018
  • Assisted customers with kiosk navigation, bag drop-off, and check-in processes to ensure smooth and efficient service.
  • Printed itineraries and tickets daily, supporting passenger travel needs.
  • Built strong customer relationships, enhancing satisfaction and encouraging repeat business.
  • Reduced customer wait times, proactively addressing issues to minimize complaints.
  • Served as Departure In-Charge Agent, overseeing departure procedures to maintain operational flow.
  • Trained and qualified to operate aircraft bridge parking (Park A Bridge) for safe and timely aircraft servicing.

Bartender

STEVES SPORTS BAR
Montreal, Quebec
01.2017 - 01.2018
  • Balanced daily registers and generated sales reports for management.
  • Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
  • Checked identification of guests to verify age requirements for alcohol purchase.
  • Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
  • Trained new bartenders on drink preparation and upselling techniques.
  • Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
  • Completed regular bar inventories and daily requisition sheets.
  • Collected and organized daily till totals and tips.
  • Planned and coordinated special events to boost customer numbers and profits.

Daycare Teacher

GARDERIE PAOLA
Laval, QC
01.2012 - 12.2017
  • Supervised circle time, free play, outside play and learning and developmental activities.
  • Communicated with children's parents and guardians about daily activities, behaviors and problems.
  • Taught children foundational skills in colors, shapes and letters.
  • Read aloud and played alphabet games to encourage early literacy.
  • Organized and led activities to promote physical, mental and social development.
  • Monitored children's play activities to identify additional learning opportunities or behavioral issues.
  • Observed behavioral issues to alert parents or guardians.
  • Engaged with children on individual basis to build positive, trusting relationships.

Coat Check Attendant

BAR ST EDOUARD
Montreal, Quebec
09.2014 - 05.2017
  • Served guests with enthusiastic, helpful demeanor to promote positive, memorable experiences.
  • Identified needs of customers promptly and efficiently.
  • Built relationships with members and guests and created welcoming and warm environment that promoted future visits.
  • Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
  • Maintained an Organized work area to ensure guests belonging were well kept, and returned in same condition.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Closed sales of the day and Reported final Sales to Management.

Bartender and Wait Staff

PLAZA ANTIQUE
Montreal
01.2015 - 01.2016
  • Set up dining room to meet hospitality and service standards.
  • Answered guest questions regarding menu, food and beverage preparation, recipe ingredients and allergens.
  • Handled special customer requests for separate checks and menu substitutions.
  • Greeted newly seated guests promptly, filled water glasses and brought bread to table.
  • Cleaned tables and chairs to prepare dining area for next customers.
  • Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
  • Prepared cocktails from bar recipes and served wine, draft and bottled beer.
  • Poured wine, beer and cocktails for patrons.

Catering Server

BUONANOTTE TRATTORIA
Montreal, Quebec
01.2014 - 02.2014
  • Set up and tore down all catering services in banquet halls and at customer locations.
  • Managed and restocked drink stations.
  • Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.
  • Stocked server areas with supplies before, during and after shifts.
  • Served food to customers per shift.
  • Stocked service stations with ice, napkins and straws.

Customer Service Agent

BOULANGERIE & PATISSERIE NAPOLEON
St. Leonard, QC
01.2007 - 01.2013
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Answered customer questions and provided store information.
  • Delivered high level of customer service to patrons.
  • Processed sales transactions to prevent long customer wait times.
  • Prepared food Orders.
  • Cleaned work station, restocked supplies.
  • Prepared Fridge Displays.
  • Close Cash End of Day.

Hair Salon Assistant

STUDIO ALOAP
Montreal, QC
01.2001 - 01.2004
  • Assisted with sweeping up hair and wiping down stations to keep salon clean and sanitary.
  • Checked in customers for appointments and notified stylists of clients' arrival.
  • Processed payments, took appointments and assisted with management of flow of patron visits when needed.
  • Shampooed and conditioned hair of customers.
  • Maintained client records , gathering personal contract information, treatment needs and style preferences for use upon future visits.
  • Stocked inventory items and prepared inventory reports.
  • Welcomed, seated and prepared clients for services by snapping waterproof drape gown in place.
  • Sanitized and arranged scissors, combs, brushes and other styling tools in addition to sweeping and laundry.

Education

L’Ecole Des Maitres
Montreal, QC
01.2014

Social Science, Child Studies

Vanier College
Montreal, QC
01.2008

GED -

Laval Liberty High School
Montreal, QC
01.2006

Skills

  • Operations Management & Process Optimization
  • Workforce Planning & Scheduling
  • Employee Development & Coaching
  • Relationship Building & Stakeholder Engagement
  • Customer Experience & Service Excellence
  • Conflict Resolution & Negotiation
  • Inventory & Supply Chain Management
  • Budgeting & Resource Allocation
  • Performance Monitoring & Continuous Improvement

Languages

  • English, French and Italian

    • Volunteer Work

    • Girl Guides of Canada -Troop Leader from 2014 to 2019
    • Love Share Event -Bartender and Table Service March 2014
    • Rouge Bar -Coat Check Girl -New Years Eve January 2015
    • CPE Fleur Du Quartier, Daycare Assistant 2008

    Timeline

    Duty Manager

    TSAS/AVJET
    12.2021 - Current

    Supervisor

    TSAS /AVJET
    06.2019 - 12.2021

    Team Lead

    TSAS /AVJET
    11.2018 - 06.2019

    Customer Service Agent

    SWISSPORT CANADA INC
    01.2017 - 10.2018

    Bartender

    STEVES SPORTS BAR
    01.2017 - 01.2018

    Bar Manager

    LOUNGE5
    04.2015 - 03.2019

    Bartender and Wait Staff

    PLAZA ANTIQUE
    01.2015 - 01.2016

    Coat Check Attendant

    BAR ST EDOUARD
    09.2014 - 05.2017

    Catering Server

    BUONANOTTE TRATTORIA
    01.2014 - 02.2014

    Daycare Teacher

    GARDERIE PAOLA
    01.2012 - 12.2017

    Customer Service Agent

    BOULANGERIE & PATISSERIE NAPOLEON
    01.2007 - 01.2013

    Hair Salon Assistant

    STUDIO ALOAP
    01.2001 - 01.2004

    L’Ecole Des Maitres

    Social Science, Child Studies

    Vanier College

    GED -

    Laval Liberty High School

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