Customer Service Quality Assurance

MARISA MAHATO

**** ****** ****. *********** ******* L4T 3Z5 416-***-**** ******.******@*****.***

Target: Proposal Writer

Meticulous, insightful, and versatile young professional currently pursuing a Technical Writing

Certification Program offers superb critical thinking and communications skills garnered through a B.A.

in English. Brings hands on experience managing documentation, projects, and team functions for NFP

groups, airlines, and retail stores. Possesses polished oral communication and writing skills, emphasizing

clarity and precision to ensure product and service messages meet organizational standards and effectively

engage audiences. Leverages flexibility and a keen eye for detail to research, analyze, and adapt to diverse

requests and shifting priorities, quickly learning new processes and organizational functions within

constantly fluctuating environments while maintaining quality assurance. An effective project and team

leader, uniting and motivating staff and promoting a customer oriented environment to achieve high

quality services. Self motivated and dedicated to exceeding expectations to meet client needs and execute

project deliverables on time and to specification.

CORE SKILLS

Work Planning & Scheduling Administrative Support

Project Coordination Requirements Gathering

Documentation Writing and Editing Resource Management

Quality Assurance & Productivity Cost Controls & Budgeting

Team Leadership & Training Customer Service Excellence

Technical Proficiencies: Advanced Microsoft Word, Intermediate Microsoft Office Suite, Adobe

Framework

EDUCATION & CERTIFICATIONS

Certification Technical Writing Program Currently Enrolled, Humber College, Toronto, ON

Project: MANUAL FOR HTC DESIRE Z CELL PHONE

Collaborated with a group of 3 to design a technical manual detailing cell phone procedures, producing a comprehensive

draft with graphics that clearly and accurately demonstrated phone processes. Achieved success through constant

communication with team members, taking on a facilitation role during team meetings to ensure all members contributed

positively and the project was completed on time. Mark: 91%

Bachelor of Arts, English Literature, 2011, McMaster University, Hamilton, Ontario

WORK EXPERIENCE

Passenger Service Agent 2011 – Present

SWISSPORT HANDLING CANADA INC./PEARSON AIRPORT, TORONTO, ON

Hired as a Passenger Service Agent at Pearson International Airport for one of the largest independent global ground

service providers, acting as gate lead to supervise departures under tight time constraints.

• Possesses a strong attention to detail, quickly adapting to new circumstances in a constantly fluctuating environment and

identifying important passenger and flight details to ensure appropriated preparedness and pre emptively handle issues.

• Acts as gate lead to supervise assist all personnel and passengers for safe and on time departures, overseeing a team of 4

service agents, maintaining a checklist, and processing load sheets and paperwork for pilots, crew, and passengers to

ensure full preparation of flights.

• Coordinates with multidisciplinary team of flight crews, airline staff, and captains to confirm plane and airline details,

accommodating last minute changes and preparing detailed passenger info for flight crew for quality assurance.

• Exhibits poise and effective time management skills in handling demanding situations, working within highly structured

time parameters and resolving emergent issues and delays to ensure smooth running of airline operations.

• Prepares detailed departure reports, documenting every detail in pre boarding, boarding, and flight departure, ensuring

accuracy, clarity, and meticulousness in reportage.

• Harnesses communication and interpersonal skills to professionally interact with customers, confirming the accuracy of

all flight and passenger information to assure customer satisfaction and a safe, positive flying experience. Continues

Work Experience as Passenger Service Agent Continued…

MARISA MAHATO PAGE 2

• Showcases accountability in managing cash flow, demonstrating organizational skills and precision in balancing cash and

preparing invoices for multiple flights.

• Demonstrates strong leadership in training new service agents on airline processes and procedures, building out a team

of professionals capable in taking on organizational challenges and paperwork.

Specialty Sales Associate / Team Lead 2006 – 2011

HOME DEPOT OF CANADA INC., ETOBICOKE, ON

ACHIEVEMENT: Achieved highest honours as a Specialty Sales Associate, receiving the Home Depot Platinum Award for

5 years of dedicated service and outstanding customer service.

Initially hired as a Paint Associate for this hardware retail store and was promptly promoted to a versatile Specialty Sales and

Team Leader role, rotating through all departments, as well as leading a sales team to provide customer service excellence.

• Built strong rapport with customers, leveraging product knowledge to assess client needs and create orders as well as

estimates based on customer information for installations to ensure customer satisfaction.

• Conducted weekly demonstrations for large groups of customers, preparing sessions and choosing products to provide

information on highly valued products and services with an emphasis on quality.

• Collaborated with a highly effective sales team, with a record of moving high quantities of product and consistently

upselling new products by creating an approachable and client oriented environment.

Administrative Assistant 2004

DR. S. GANDHI’S MEDICAL OFFICE, REXDALE, ON

Positioned in a 4 month co operative education position to support the lead secretary in administrative and organizational

processes for this small family clinic, managing appointment schedules and creating profiles for a high influx of patients.

Assessed, tracked, and administered inventory to maintain stock, in addition to maintaining insurance records, patient charts,

and company files to ensure accuracy and completeness of records.

VOLUNTEER EXPERIENCE

President 2009 – 2010

Head of Promotions 2008 – 2010

MCMASTER BEYOND BORDERS ORGANIZATION, HAMILTON, ON

Originally entering the non profit global child rights organization as a member and was quickly elected as Head of

Promotions for event coordination and then President after demonstrating resourcefulness, effective communication skills,

and results orientation.

• Managed a team of 10 Executive Members with a new mandate of collaboration and diversity, uniting members and

building partnerships with other non profit groups to develop cohesion and reach common fundraising goals.

• Drafted proposals, thank you letters, and other proposals with local businesses to develop partnerships, clearly stating

organizational goals with professionalism and tact to effectively represent the Beyond Borders image, develop

partnerships with local businesses and play an active role in the community.

• Restructured the Executive duties to optimize individual strengths, in addition to delegating to two event coordinators to

increase accountability in planning events, as well as coverage, resulting in higher success rate of events.

• Oversaw the planning, organization, and coordination of events, offering logistical support on a large end of season

charity ball and weekly forum discussions to effectively promote the Beyond Borders message.

• Took charge of organization budgeting and fundraiser initiatives, ensuring cost efficient allotment of funds for events

while raising over $1,500 as President and donating $1,000 to local charities.

• Contributed to website content, detailing group mission statements and events to proactively motivate and engage new

students to join the group.

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