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
Montreal, QC
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
Montreal, QC
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
Montreal, QC
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
Montreal, 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
Montreal, Canada
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
Montreal, Canada
01.2015 - 06.2016
- Take Phone Calls, Schedual Classes, make advertisement and provide customer service
Customer service
Subway
Pierrefonds, Canada
07.2014 - 01.2016
- Greet and serve guests, prepare food, maintain food safety
- And handle paperwork
Education
Certificate - Human Ressources
McGill University
Montreal12-2025
Accounting And Payroll -
CDI College
Montreal, Qc09.2021
General Social Science -
Dawson College
Montreal, Qc09.2017
High-School -
Ecole secondaire Dorval Jean XXIII
Montreal, Qc06.2015
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