Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Serena Batra

Pierrefonds

Summary

Dedicated and results-driven customer service professional with extensive experience in the airline and hospitality industries. Known for delivering exceptional passenger support, resolving complex issues efficiently, and ensuring a seamless travel experience. Highly skilled in multitasking within fast-paced environments, collaborating across teams, and maintaining a positive and professional demeanor. Fluent in multiple languages, with strong communication, problem-solving, and administrative abilities. Passionate about enhancing customer satisfaction and continuously striving for operational excellence.

Overview

11
11
years of professional experience

Work History

Airports Help Desk Specialist

Air Canada
11.2023 - Current
  • Provide expert assistance to airport agents regarding policies and procedures, ensuring smooth and efficient operations.
  • Act as a primary point of contact for inquiries, offering real-time solutions and support to agents in a fast-paced environment.
  • Report all incidents accurately and promptly, ensuring that issues are addressed and resolved.
  • Ensure timely and accurate responses to all calls and emails.

Customer Experience Specialist

Air Canada
10.2022 - 11.2023
  • Provided exceptional customer service by assisting passengers with check-ins, boarding and general inquiries.
  • Assisted travelers with special requests, such as accessibility needs and flight rebooking.

Concierge Agent

Air Canada
09.2021 - 10.2022
  • Delivered high-end customer service to Super-Elite and VIP's.
  • Assist with reservations and general questions.
  • Streamlined day of travel processes for improved efficiency and reduced wait times at the airport for our premium members.

Contact centre reservation agent

Air Canada
04.2019 - 10.2020
  • Managing large amounts of inbound calls in a timely manner
  • Making reservations, identifying customers needs, clarify information, research every issue and providing solutions

Quality Analysis

Centre IOS
04.2016 - 05.2017
  • Company Overview: Worked for Rogers as a Sale represent and to maintain of a desired level of quality in a service for Fido and Rogers
  • Worked for Rogers as a Sale represent and to maintain of a desired level of quality in a service for Fido and Rogers

Receptionist

Real Driving School
01.2015 - 06.2016
  • Take Phone Calls, Schedual Classes, make advertisement and provide customer service

Customer service

Subway
07.2014 - 01.2016
  • Greet and serve guests, prepare food, maintain food safety
  • And handle paperwork

Education

Certificate - Human Ressources

McGill University
Montreal
12-2025

Accounting And Payroll -

CDI College
Montreal, Qc
09.2021

General Social Science -

Dawson College
Montreal, Qc
09.2017

High-School -

Ecole secondaire Dorval Jean XXIII
Montreal, Qc
06.2015

Skills

  • Skilled in Microsoft Word Functions
  • Advanced Excel Skills
  • Ability to communicate warmly with people
  • Enjoy helping people with their needs
  • Able to run several tasks at the same time
  • Organized
  • Expert in Amadeus airline system
  • Learns quickly
  • Comprehension Skills

Languages

English
Native or Bilingual
French
Full Professional

Timeline

Airports Help Desk Specialist

Air Canada
11.2023 - Current

Customer Experience Specialist

Air Canada
10.2022 - 11.2023

Concierge Agent

Air Canada
09.2021 - 10.2022

Contact centre reservation agent

Air Canada
04.2019 - 10.2020

Quality Analysis

Centre IOS
04.2016 - 05.2017

Receptionist

Real Driving School
01.2015 - 06.2016

Customer service

Subway
07.2014 - 01.2016

General Social Science -

Dawson College

Certificate - Human Ressources

McGill University

Accounting And Payroll -

CDI College

High-School -

Ecole secondaire Dorval Jean XXIII
Serena Batra