Tina Flammia
Toronto,ON
Summary
Dedicated, passionate, strong leader with over 35 years of customer service experience at Air Canada. Collaborating with all branches to excel the Premium Customer Experience, uphold the company vision and our Flight Path. Strong operational skills and solid experience in managing budget expenditures and driving Employee engagement.
Overview
36
36
years of professional experience
Work History
Director, Global Concierge & Premium Customer Exp
Air Canada
12.2018 - Current
- Laser focused on elevating the customer experience and improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge
- Manage a team of 9 managers and 300 concierge globally
- Working collaboratively with all branches to elevate the customer experience and sustain our companies vision
- Ensuring an employee centric workforce
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Kept up-to-date on industry trends and best practices in order to continually enhance the quality of services offered.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
Manager, VIP and Concierge Services North America
Air Canada
09.2013 - 10.2018
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Onboarded new employees with training and new hire documentation.
- Developed and implemented business strategies to achieve business goals and stay competitive.
Concierge and Premium Products Manager
Air Canada
05.2010 - 09.2013
- Managed the 50 Concierge in Eastern Canada (YYZ/YOW/YUL/YHZ)
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Streamlined communication between departments, ensuring efficient service delivery to guests.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Trained staff in delivering top-quality hotel services in alignment with hotel reputation and mission statement.
- Managed daily operations of the concierge and monitored staff performance to proactively address inefficiencies.
Concierge
Air Canada, Lester B. Pearson International Airport
05.2005 - 04.2010
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Customer Sales and Service Agent
Air Canada, Lester B. Pearson International Airport
12.1990 - 04.2005
- Worked all areas of the Airport environment including check-in, gates, ticketing, revenue office and training.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
Customer Sales and Service Agent
Air Canada Call Center
12.1988 - 12.1990
- Excellent customer service skills.
- Worked effectively in fast-paced call center environment.
- Organized and detail-oriented with a strong work ethic.
- Worked flexible hours across night, weekend, and holiday shifts.
Education
Private College - Travel And Tourism
Canadian Travel School
Toronto05.1986
High School Diploma -
Weston Collegiate Institute
Toronto06.1985
Skills
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Customer Service
- Problem-Solving
- Time Management
- Multitasking
- Excellent Communication
- Organizational Skills
- Attention to Detail
- Dependable and Responsible
- Flexible and Adaptable
- Decision-Making
- Active Listening
- Critical Thinking
- Customer Relations
- Calm Under Pressure
Languages
English
Native or Bilingual
Italian
Native or Bilingual
French
Limited Working
Timeline
Director, Global Concierge & Premium Customer Exp
Air Canada
12.2018 - Current
Manager, VIP and Concierge Services North America
Air Canada
09.2013 - 10.2018
Concierge and Premium Products Manager
Air Canada
05.2010 - 09.2013
Concierge
Air Canada, Lester B. Pearson International Airport
05.2005 - 04.2010
Customer Sales and Service Agent
Air Canada, Lester B. Pearson International Airport
12.1990 - 04.2005
Customer Sales and Service Agent
Air Canada Call Center
12.1988 - 12.1990
Private College - Travel And Tourism
Canadian Travel School
High School Diploma -
Weston Collegiate Institute