Wendy Morin
Barrie,ON
Summary
Courteous Passenger Service Agent boasting 33 years of experience in airline customer service. Sound knowledge of airline operations and effective customer service strategies. Successful handling baggage, checking in passengers and conducting security screenings. Collaborative and friendly known to go extra mile to deliver customer satisfaction. I am a team player and very adaptable to all situations. I always went the extra mile with passengers.
Overview
36
36
years of professional experience
Work History
Passenger Service Agent
Air Canada
Toronto
02.2000 - 02.2020
- Tagged baggage and routed to appropriate location for loading and screening.
- Oversaw ticketing, gate and ramp services.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Escorted handicapped passengers from terminal to aircraft.
- Announced flight status updates and information about gate changes over PA system.
- Hired, trained and motivated employees to provide exceptional passenger care and support.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
Passenger Service Agent
Canadian Airlines
Toronto
06.1987 - 02.2000
- Tagged baggage and routed to appropriate location for loading and screening.
- Oversaw ticketing, gate and ramp services.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Escorted handicapped passengers from terminal to aircraft.
- Announced flight status updates and information about gate changes over PA system.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
Cashier
Consumers Distributing
12.1984 - 10.1987
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Performed cash, card and check transactions to complete customer purchases.
Education
College Certificate - Travel And Tourism
Humber College
Toronto, ON05.1987
Skills
- Departures Management
- Passenger Documentation
- Boarding Support
- Customer Service Management
- Fare and Fee Calculations
- Boarding Pass Assignment
- Passenger Assistance
- Reservation Confirmation
- Baggage Handling
- Passenger Safety
- Wheelchair Assistance
- Making Announcements
- Group Travel
Timeline
Passenger Service Agent
Air Canada
02.2000 - 02.2020
Passenger Service Agent
Canadian Airlines
06.1987 - 02.2000
Cashier
Consumers Distributing
12.1984 - 10.1987
College Certificate - Travel And Tourism
Humber College
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