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
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
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