Customer Service Care
Resume:
CAREER PROFILE
AIR CANADA, TORONTO AND VANCOUVER, CANADA 2007 - PRESENT
FLIGHT ATTENDANT
Ensure the in-flight comfort and safety of airline passengers
Resolve customer complaints, maintaining constant professionalism
Maintain compliance with company and regulatory policies and procedures
Trained cabin personnel while on assignment in the Training Department, instructing and coaching in accordance with Transport Canada requirements
APPLE STORE, TORONTO, CANADA 2008
CONCIERGE (PART-TIME)
Welcomed and directed customers throughout the store
Fielded customer questions, ensuring connection with the right in-store contact to meet specific needs
FOUR SEASONS HOTEL, VANCOUVER, CANADA 2007
FRONT DESK AGENT
HARMONY AIRWAYS, VANCOUVER, CANADA 2002 - 2007
CABIN SERVICES MANAGER/CABIN SAFETY TRAINER
Provided comprehensive in-fight services and leadership to cabin crew, demonstrating unflappable professionalism and dedication to service excellence and customer needs
Recruited, and trained and coached staff in Initial Safety Training CUSTOMER CARE SPECIALIST
Provided travel and reservation services to customers
Up-sold and cross-sold airline services and vacation packages to agents and customers
Consulted with customers regarding flight rescheduling and cancellations; independently investigating post-flight complaints and negotiating resolutions to meet the needs of customers and the airline ROYAL BANK, VANCOUVER, CANADA 2002
CUSTOMER SERVICE REPRESENTATIVE
CANADA 3000 AIRLINES, LTD., VANCOUVER, CANADA 1999 - 2001 FLIGHT ATTENDANT
HOTEL HILTON, CHARLES DE GAULLE, ROISSY, FRANCE 1997 -1998 FRONT DESK AGENT
Areas of Expertise
Training & Development
Customer Relations
Team Leadership
Conflict Resolution
Attention to Detail
Critical Thinking
Communication
Interpersonal rapport
Microsoft Word & Excel
Apple Operating Systems
CPR and First Aid Certified
Fluent in English, French
and Spanish
A passionate, motivated and
multilingual professional with
more than 20 years of experience
in the aviation and hospitality
industries. Demonstrated
service, incident management
and training capabilities. A
consummate professional,
combining a strong work ethic
and attention to detail, with the
ability to build rapport and trust
with everyone. Extensive
expertise in serving customers
and leading teams in a variety of
airline and hotel operations.
DAVID DURAND
303-1838 Nelson Street
Vancouver, BC, V6G 1N1
*****@**.***
Key Skills Assessment
TEACHING AND COACHING – Proven skill in providing formal and informal instruction, coaching, and mentorship to new employees and junior staff. Topics include customer service, operations, problem solving, and safety procedures. OUTSTANDING SERVICE – Adept and intuitive at understanding guest needs and extremely effective in delivering outstanding experiences, and finding solutions to any issues. TEAM LEADERSHIP – Versatile team player, with proven leadership capabilities. Recognized by peers and managers for tenacious problem solving abilities, sound judgment, and confident decision making skills in high-stress situations.
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