Ruhee Passi
Greater Toronto Area,ON
Summary
Results-driven professional with extensive experience in process improvement, team leadership, and operational efficiency in high-pressure environments. Proven expertise in operations, customer support, and compliance and aviation security. Adept at leading cross-functional teams, driving strategic initiatives, and enhancing the customer experience. A strong leader with a focus on continuous improvement, collaboration, and innovation.
Overview
7
7
years of professional experience
Work History
Service Delivery Manager
Garda Security Screening Inc
08.2024 - Current
- Lead and coordinate daily operations, managing 40-60 screening officers to ensure smooth passenger flow and secure operations.
- Collaborate with key stakeholders (GTAA, CATSA, law enforcement) to maintain compliance and efficiency.
- Conduct incident response procedures and manage risk mitigation strategies.
- Implement process improvements that enhance service levels and operational effectiveness.
- Analyze performance data to drive continuous improvement and policy refinement
- Improved throughput of the checkpoint by 10%, ensuring compliance with service level agreements.
- Enhance compliance with the Official Languages Act for improved passenger experience.
- Manage and deal with performance and attendance related issues for screening officers in an unionized environment.
- Provide supervision, support and training to the screening officers to ensure that they are meeting the standard operating procedures.
- Motivate, support and provide leadership to the staff to encourage and create a positive and inclusive work environment.
- Open the screening checkpoints and supply all staff with the relevant equipments and inventory.
- Prepare time cards and resolve payroll issues for the screening officers.
- De-escalate and resolve customer complaints in a timely and effective manner.
Pre-Board Screening Officer
CATSA/Garda World Security Screening Inc
05.2024 - 08.2024
- Customer service- Greet and interact with public to give directions, explain rules, and regulations and guide them through the screening process. Also respond to inquiries.
- Discretely observe behavior and demeanor of travelers and staff to screen for suspicious actions.
- Operated x-ray machines, hand held metal detector, full body scanner and advanced imaging technology to conduct screening of passengers and baggage.
- Authenticated boarding passes, identification, and passports to prevent fraudulent activities or threats to aviation security.
Senior Customer Operations Advisor - Banking and Trade Delivery
Lloyd’s Banking Group
04.2022 - 12.2023
- Company Overview: UK
- Led process improvements to optimise service delivery and enhance operational efficiency
- Developed and conducted training programs to ensure adherence to regulatory compliance and customer service protocols
- Collaborated with IT, workflow, and mandate teams to resolve complex customer queries
- Utilised performance metrics and Power BI to analyse trends and improve service levels
- Implemented a digitised form to enhance customer experience, reducing completion time by 50%
- UK
Associate Advocate
S. S. Rana & Co.
01.2018 - 03.2020
- Company Overview: India
- Provided legal advisory services, focusing on regulatory compliance and risk mitigation
- Conducted research and analysis to develop case strategies
- Managed client relationships and represented clients in legal proceedings
- India
Education
Scottish Qualification Authority
Scotland, United KingdomLLM - Intellectual Property Law
University of Edinburgh
01.2021
B.A. LLB - undefined
IP University
01.2018
Skills
- Aviation security & complaint handling
- Leadership & Team Management
- Service delivery
- Process Improvement & Operational Efficiency
- Customer Experience Enhancement
- Risk Management & Compliance
- Proficient in microsoft office (including word, outlook, powerpoint and excel)
- Stakeholder Collaboration & Strategic Partnerships
- Strong ability to work with team members with no supervision and maintain accuracy
- Proficient in SharePoint
- Complaint resolution and passionate towards helping people
- Good attendance record
- Strong inter-personal skills
- Problem-solving
- Analytical & critical thinking skills
- Excellent written and oral communication skills
- Quick learner, can adapt easily to new technologies and new work environment
Accomplishments
- Improved checkpoint throughput by 10% at YYZ Airport.
- Implemented a digitised form that increased efficiency by 50% at Lloyd’s Banking Group.
- Led initiatives that enhanced compliance with customer service regulations.
Key Skills And Expertise
- Airline Operations & complaint handling
- Leadership & Team Management
- Process Improvement & Operational Efficiency
- Customer Experience Enhancement
- Risk Management & Compliance
- Data Analysis & Reporting (MS Office, Power BI)
- Stakeholder Collaboration & Strategic Partnerships
Languages
English
Native or Bilingual
Timeline
Service Delivery Manager
Garda Security Screening Inc
08.2024 - Current
Pre-Board Screening Officer
CATSA/Garda World Security Screening Inc
05.2024 - 08.2024
Senior Customer Operations Advisor - Banking and Trade Delivery
Lloyd’s Banking Group
04.2022 - 12.2023
Associate Advocate
S. S. Rana & Co.
01.2018 - 03.2020
B.A. LLB - undefined
IP University
Scottish Qualification Authority
LLM - Intellectual Property Law
University of Edinburgh
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