WINNY GASANA
RICHMOND
Summary
Customer service professional with 6 years of experience, specializing in managing customer interactions and efficiently resolving issues. Strong team collaborator, ensuring smooth operations and consistently meeting service standards. Recognized for adaptability, clear communication, and a results-driven approach.
Overview
4
4
years of professional experience
Work History
Passenger Service Agent-Flight Control- Supervisor
Samsic Assistance Canada (Air France - KLM)
03.2024 - Current
- Overseeing daily operations of the department by ensuring smooth workflow and timely completion of tasks.
- Applying strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Supervising check-in, boarding, inbound and outbound flights, and special assistance for passengers, ensuring compliance with Canadian Aviation regulations while facilitating smooth security processes and seating arrangements.
- Ensuring proper documentation and classification of all required records by maintaining adherence to air transport regulations.
Tutor
Tutor Doctor
09.2023 - 03.2025
- Delivered personalized one-on-one and group tutoring in Math, Physics, Chemistry, and French, enhancing student comprehension and academic performance.
- Developed and executed tailored lesson plans and instructional materials aligned with students' learning styles, academic goals, and curriculum requirements, driving measurable improvements in educational outcomes.
Co-Op Student
Transport Canada
07.2024 - 08.2024
- Collaborated in a team environment to enhance productivity while auditing and correcting Transport Canada Airport manuals, ensuring compliance with Canadian Aviation Regulations, TP312 and other regulatory bodies.
- Quickly adapted to new software tools and technologies, applying learned concepts to real-world scenarios during the audit process and gaining hands-on industry experience.
HR & Payroll Administration Specialist (French)
DXC Technology Polska
11.2021 - 07.2023
- Processed payroll with 98% accuracy, including calculating wages, issuing payments, and maintaining employee records for benefits, and leave balances.
- Provided timely HR support by addressing employee inquiries ensuring policy compliance, handling benefits programs, and resolving issues efficiently.
IT First Line Support Analyst (French)
Atos Poland Global Services
03.2021 - 07.2023
- Responded to initial inquiries and provided support to end-users/customers via email and phone for technical issues or questions.
- Enhanced customer satisfaction by 99% through timely and effective resolution of support issues.
- Troubleshooted and diagnosed technical problems related to hardware, software, networks, or applications
Education
Diploma - Aviation Management and Operations
British Columbia Institute of Technology
Richmond, BC04.2025
Master of Arts - International Business
University of Economy in Bydgoszcz
Bydgoszcz, Poland07.2022
Bachelor of Science - Mechanical Engineering
University of Rwanda
Kigali, Rwanda11-2019
Skills
- Computer Skills: MS Word, MS Excel, MS PowerPoint, MS Teams, AMADEUS
- Leadership
- Problem-solving
- Emotion intelligence
- Multitasking
- Adaptability
- Time management
- Excellent Customer Service
- Effective Communication
Certification and Security Check
- RAIC
- Transport Canada Security Screening
- Occupational First Aid Level 1
- Aeronautical/ Radiotelephone
- Remotely Piloted Aircraft System (RPAS) basic
- WHIMS
Languages
English
Full Professional
French
Full Professional
Kinyarwanda
Native or Bilingual
Timeline
Co-Op Student
Transport Canada
07.2024 - 08.2024
Passenger Service Agent-Flight Control- Supervisor
Samsic Assistance Canada (Air France - KLM)
03.2024 - Current
Tutor
Tutor Doctor
09.2023 - 03.2025
HR & Payroll Administration Specialist (French)
DXC Technology Polska
11.2021 - 07.2023
IT First Line Support Analyst (French)
Atos Poland Global Services
03.2021 - 07.2023
Diploma - Aviation Management and Operations
British Columbia Institute of Technology
Master of Arts - International Business
University of Economy in Bydgoszcz
Bachelor of Science - Mechanical Engineering
University of Rwanda
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