SYLVANUS MONROE
1221-80 Bond Street East, Oshawa,ON
Summary
Dynamic first-line supervisor of passenger attendants with extensive experience in team management and training, driving exceptional passenger service. Proven track record in conflict resolution and operational efficiency, resulting in enhanced team performance through targeted coaching and the implementation of customer service best practices. Committed to fostering positive passenger experiences while ensuring strict adherence to safety and compliance regulations.
Overview
20
20
years of professional experience
Work History
Passenger Service Supervisor
Porter Airlines
Mississauga, Ontario
06.2018 - Current
- Enhanced customer satisfaction greeting over 100 passengers daily and resolving service issues promptly.
- Verified passengers' readiness for check-in by confirming proper documentation.
- Addressed passenger concerns utilizing exceptional interpersonal skills.
- Acknowledged passengers’ support, fostering repeat business.
- Elevated overall passenger experience resulting in high satisfaction.
- Ensured smooth operation of baggage processes, by using smart suit and bag manager so all passenger bags make the flights.
- Provided guidance and support to junior staff members when needed, helping them develop their skillsets over time.
- Investigated discrepancies in tickets or baggage claims reported by customers or airlines personnel.
- Supervised daily operations of passenger services staff, ensuring compliance with safety regulations and customer service standards.
- Ensured that all passengers were provided with accurate information regarding flight schedules and boarding procedures.
Supervisor
Starbucks
Mississauga, Canada
09.2018 - 10.2019
- Developed and implemented standards and procedures that ensured the safety of food quality
- Offered instruction, coaching and motivation to employees during the shift
- Assured the register count and bank deposits had the correct cash float at openings and closings
- Communicated merchandise needs and issues to appropriate supervisors in a timely fashion
- Communicated information to customers about product quality, value and style
- Trained new employees on company customer service policies and service level standards
Bar/Service Manager
Mill St. Brew Pub
Toronto, Canada
09.2015 - 06.2018
- Built customer and employee loyalty and effectively implemented operational strategies
- Modified layouts and promotional techniques to drive sales
- Reduced costs by monitoring equipment and food inventory while negotiating and purchasing supplies to maximize profitability
- Implemented effective customer service procedures to encourage positive feedback
- Empowered staff members to contribute to the continuous improvement, quality and growth of the company
Assistant Manager
FreshCo.
Toronto, Canada
03.2014 - 09.2015
- Maintained store appearance, including store layout and planogram planning
- Created engaging merchandise presentations to motivate impulse purchases
- Monitored weekly inventory control, creating templates to ensure optimal food and beverage stock for expense elimination
- Reviewed and verified weekly and monthly store invoices
- Improved efficiency by training staff on best practices and protocol
- Improved customer satisfaction and sales by working with the store manager and colleagues
Restaurant Management
Sandals Regency La Toc
Castries, Saint Lucia
11.2004 - 11.2011
- Championed 100% guest satisfaction by utilizing strong interpersonal skills and providing an excellent dining experience
- Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines
- Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency
- Ensured proper cleanliness was maintained in all areas of the bar and front of house
- Coached team members on food safety and sanitation processes, customer service, and menu education
Education
High School Diploma -
Soufriere Comprehensive Secondary School
Castries, SoufriereSkills
- Optimized Operational Efficiency
- Issuing tickets
- Boarding gate procedures
- Investigating problems
- Boarding support
- Proven Leadership Skills
- Staff training and development
- Motivating employees
- Customer service management
- Knowledge of Airline Regulations
References
References available upon request.
Timeline
Supervisor
Starbucks
09.2018 - 10.2019
Passenger Service Supervisor
Porter Airlines
06.2018 - Current
Bar/Service Manager
Mill St. Brew Pub
09.2015 - 06.2018
Assistant Manager
FreshCo.
03.2014 - 09.2015
Restaurant Management
Sandals Regency La Toc
11.2004 - 11.2011
High School Diploma -
Soufriere Comprehensive Secondary School
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