Wenjiu Yang
Richmond,BC
Summary
I am a diligent customer experience specialist who is dedicated to provide customers with best-in-class service and elevating reputation of establishment.
In an extremely busy and stressful work environment, I always ensure that all customer requests were met promptly, courteously and efficiently.
Also, I am a highly-motivated employee with strong work ethic, adaptability, and exceptional interpersonal skills. In the workplace, I am able to adept at work effectively and quickly mastering new skills.
Overview
1
1
year of professional experience
Work History
Customer Experience Specialist
Air Canada
Richmond, British Columbia
06.2023 - Current
- Assisting customers with ticketing, seating, and baggage handling requirements.
- Communicating and solving problems for customers by using multilanguage.
- Providing assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Resolving customer complaints in a timely manner.
- Coordinating with ground crew personnel on arrival and departure procedures for each flight.
- Collaborating with other departments such as Maintenance, Flight Operations and Ground Services to ensure satisfactory customer service experience.
Maple Leaf Lounge Receptionist
Air Canada
Richmond, British Columbia
06.2023 - Current
- Working flexible hours include early mornings, late nights and overnight shifts; flexible days including weekends and holidays.
- Providing customers with information regarding the lounge amenities, services, and flight information.
- Answering incoming calls, taking messages, and transferring calls to appropriate departments or personnel.
- Assisting customers who have special requests including mobility assistance, special meal orders, upgrading flights, etc.
- Providing exclusive lounge services and experiences tailored for national-level delegations and groups.
- Maintained accurate records of each customer's flight boarding time and flight re-booking.
- Computed bills, collected payments and made change for customers.
- Responded to emergency situations in a timely manner.
Education
Bachelor of Arts -
LaSalle College Vancouver
Vancouver02-2020
Skills
- Customer Needs Assessment
- Multi-lingual Communication
- Essential Software Skills
(include Microsoft Office, Amadeus and Adobe)
- Time Management Abilities
- Teamwork and Collaboration
- Working Under Pressure
Languages
English
Native/ Bilingual
Chinese (Mandarin)
Native/ Bilingual
Japanese
Professional
Timeline
Customer Experience Specialist
Air Canada
06.2023 - Current
Maple Leaf Lounge Receptionist
Air Canada
06.2023 - Current
Bachelor of Arts -
LaSalle College Vancouver
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