Travel & Customer Service Professional

VERONIA ASSAD

Scarborough, ON

Phone: 647-***-****

Email: *******.*@*******.***

PROFESSIONAL SUMMARY

Reliable and safety-focused customer service professional with over 15 years of experience in travel, airline support, hospitality, and front-line client service. Experienced in fast-paced environments requiring accuracy, teamwork, and strong communication. Skilled in assisting passengers, handling documentation, coordinating logistics, and maintaining professionalism under pressure. Bilingual in English and Arabic with strong attention to detail and a commitment to safety and service excellence.

CORE SKILLS

Passenger Assistance & Customer Service

Airport / Travel Operations Knowledge

Safety & Security Awareness

Team Collaboration

Communication & Conflict Resolution

Time Management & Multitasking

Documentation & Data Entry

Handling Urgent Situations Calmly

Computer & Reservation Systems

Physical Stamina & Standing for Long Periods

Bilingual: English & Arabic (Basic French)

PROFESSIONAL EXPERIENCE

Travel Consultant – Lufthansa Miles & More

2022 – 2025

Assisted passengers with flight bookings, changes, and travel documentation

Resolved urgent travel disruptions quickly and professionally

Maintained accurate passenger records in airline systems

Collaborated with airline partners and internal teams

Delivered high-quality customer service in high-pressure environments

Travel Consultant – Sun Ray Travel

2018 – 2022

Coordinated domestic and international travel arrangements

Issued tickets, travel documents, and confirmations

Handled payments and administrative records accurately

Communicated with airlines, hotels, and suppliers

Built strong client relationships through professional service

Front Desk Agent – Town Inn Suites

2016 – 2018

Managed guest check-ins, check-outs, and reservations

Assisted guests with directions, transportation, and travel needs

Handled complaints calmly and escalated when required

Maintained organized records and accurate data entry

Customer Service Representative – Scotiabank

2014 – 2015

Served as first point of contact for customers

Verified identity and handled confidential information

Worked efficiently in a fast-paced service environment

Customer Care Representative – Expedia Canada

2011 – 2012

Assisted customers with flights, hotels, and travel logistics

Used booking and CRM systems to update client data

Provided phone and email support professionally

EDUCATION

Office Administration Diploma – Durham College

TICO Travel Agent Certification

TECHNICAL SKILLS

Microsoft Word • Excel • Outlook • Reservation Systems • CRM Tools • Data Entry Platforms • Online Check-in Systems

LANGUAGES

English – Fluent

Arabic – Fluent

French – Basic

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