Stephanie Wand
Toronto
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Flight Director
Air Transat
06.2023 - Current
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
- Implemented and enforced safety policies and procedures, confirming compliance with regulations.
- Conducted departure and arrival briefings.
- Monitored airfield duties and personnel to make proactive changes to procedures, workflows and task responsibilities to maintain operations targets.
Flight Attendant
Air Transat
05.2010 - 06.2023
- Ensured safety and comfort of customers onboard aircraft.
- Resolved passenger conflicts and medical emergencies during flights.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
Customer Service Ambassador
Philips Healthcare
11.2020 - 07.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Contacted existing and prospective customers by phone or email.
- Completed special projects by using effective decision making, critical thinking, and time management skills.
- Generated customer satisfaction surveys to analyze results into action plans.
Social Media Manager
Daniel Moreno Photo
01.2017 - 10.2022
- Increased customer engagement through social media.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Developed marketing content such as blogs, promotional materials, and advertisements for social media.
- Developed and managed content calendars for each platform to establish timely and relevant posts.
Event Supervisor
DGS Events
01.2014 - Current
- DGS Events - Hospitality (, , wait staff, bartender, promo model, hostess)
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
Customer Service Representative
Air Transat
01.2008 - 04.2010
- All customer service requests and processed refunds by phone and email
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Spanish C1 - Cadiz
Escuela Internacional De Español En Cadiz
Cadiz, Spain 06.2012
Undergraduate - Language Interpretation And Translation
Concordia Universerty
Montreal, QC06.2011
College Degree - Tourism
Dawson College
Montreal, QC2009
Skills
- Smart serve
- First Aid certified
- Crew and Passenger Safety
- Flight Crew Coordination
- Briefings and Debriefings
- Coordinate Communications
- Customer Satisfaction
- Safety Processes
- Customer Feedback
- Company Guidelines
- Supervise Emergencies
- Medical Emergency Response
- Time management
- Planning
- Teamwork
- Organized
- Languages
Certification
Smartserve Certified since November 2012 First Aid
Languages
English, French
Native language
Spanish
Advanced
C1
Timeline
Flight Director
Air Transat
06.2023 - Current
Customer Service Ambassador
Philips Healthcare
11.2020 - 07.2022
Social Media Manager
Daniel Moreno Photo
01.2017 - 10.2022
Event Supervisor
DGS Events
01.2014 - Current
Flight Attendant
Air Transat
05.2010 - 06.2023
Customer Service Representative
Air Transat
01.2008 - 04.2010
Spanish C1 - Cadiz
Escuela Internacional De Español En Cadiz
Undergraduate - Language Interpretation And Translation
Concordia Universerty
College Degree - Tourism
Dawson College
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