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

604-***-****

adf5vg@r.postjobfree.com

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.

Contact this candidate