Solonique Daniel
Toronto
Summary
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations. Professional in aviation ground services, bringing valuable hands-on experience in aircraft handling and turnaround processes. Proven track record of supporting team efforts and ensuring timely and safe operations. Reliable and adaptable, known for effectively managing dynamic operational needs and collaborating with team members.
Overview
5
5
years of professional experience
Work History
Ramp Agent
Alliance Ground International
04.2024 - Current
- Load and unload aircraft baggage
- Checking baggage labels against passenger lists to make sure that the right luggage goes on to the right plane
- Unloading baggage onto a conveyor belt or carousel for passengers to collect at baggage reclaim when they land
- Coordinate with a team to maintain quality assurance guidelines
- Operated ground support equipment to ensure timely aircraft servicing.
- Coordinated luggage handling processes to minimize delays and enhance efficiency.
- Monitored aircraft loading and unloading procedures for compliance with safety regulations.
Contact centre agent
Service Ontario for tax payer rebate
01.2025 - 04.2025
- Handled high volume of inbound calls efficiently for Ontario taxpayer rebate.
- Assessed customer needs, clarified information, researched issues, and provided solutions.
- Maintained detailed records of conversations in call center database.
- Listen to customer complaints and resolve issues
- Investigate and resolve customer concerns immediately and effectively.
- Display professionalism and courtesy at all times.
- Handled cheque issuance and detail validation.
- Modified client details for check issuance.
- Assisted taxpayers in navigating rebate processes and application procedures.
- Resolved inquiries regarding eligibility, documentation requirements, and payment timelines.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Store senior staff
Dairy Queen
03.2020 - 05.2025
- Greet all customers with a friendly smile and professional attitude upon entering and leaving the store
- Manage all transactions with customers, collect payment whether cash, debit or credit
- Issue receipts, refunds and change accurately and efficiently
- Maintain cash control over register drawer and verify amounts are correct
- Answer all customer questions and queries efficiently and professionally as they arise
- Resolve all customer complaints, guide them and provide them with relevant information
- Maintain a clean and orderly store at all times, keeping checkout areas clutter free and organized
- Organize merchandise on shelves and restock items when needed
- Perform routine inventory counts and submit reports to the Store Manager
- Carry out all other store duties as directed by the Store Manager, upsell to customers through daily recommendations
- Supervised daily operations to ensure efficient service delivery and customer satisfaction.
- Trained and mentored new staff, fostering a collaborative team environment.
- Implemented operational improvements that enhanced workflow efficiency and reduced wait times.
- Resolved customer inquiries and complaints promptly, enhancing overall guest experience.
Education
OSSD - undefined
Winston Churchill Collegiate Institution
Toronto01.2020
Skills
- Experience in providing excellent services ensuring ultimate customer satisfaction
- Excellent interpersonal communication skills, written and oral
- Strong and dedicated work ethics with excellent leadership skills
- Resourceful, practical and logical with excellent problem solving, analytical and critical thinking abilities
- Collaborative, focused team player, generating enthusiasm to meet goals and influence to encourage others, works well alone
- Flexible with perseverance and initiative; work effectively under pressure to meet goals or exceed targets
- Strong time management, organizational and multi-tasking in a busy setting with changing priorities
- Quick learner able to learn and implement new techniques, open to new ideas and approaches; adopts new technology and implements new skills quickly
- Proficient computer skills: Windows, Microsoft Office, Internet, Data entry and social media
- Flexible able to work evenings and weekends
- Physically fit able to lift over 35lbs
- Problem-solving skills
- Customer support
- Complaint resolution
Community Service
Peer Mentor Program Heron Park, Youth Ambassador, Toronto, ON, 2018, 2018
Timeline
Contact centre agent
Service Ontario for tax payer rebate
01.2025 - 04.2025
Ramp Agent
Alliance Ground International
04.2024 - Current
Store senior staff
Dairy Queen
03.2020 - 05.2025
OSSD - undefined
Winston Churchill Collegiate Institution
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