Mirella Milan

Monitor and track passenger luggage to ensure all bags are handled correctly and reach the appropriate destination. Communicate with passengers via email to provide updates on luggage status. Daily monitoring of flight delays, cancellations, and baggage delay causes.

Customer Service Representative Agent / Baggage coordinator - Porter Airline - Ottawa Airport

(2021-09)

• Monitor and track passenger luggage to ensure all bags are handled correctly and reach the appropriate destination.
• Communicate with passengers via email to provide updates on luggage status.
• Daily monitoring of flight delays, cancellations, and baggage delay causes.
• Develop plans to enhance baggage handling standards and boost team productivity.
• Lead the creation and implementation of standard operating procedures, considering technological advancements, regulatory changes, and evolving performance expectations.
• Review reports on baggage handling incidents and failures.
• Train new staff members to ensure they meet operational standards and procedures.
• Responsible for providing efficient day-to-day operations of the department and delivers an elevated level of attentive and thoughtful service to Porter passengers and working collaboratively with the broader team.
• Responsible for bag handling, tracing luggage using world tracer and data entry
• Provide high quality customer service.
• Responsible for VIP passengers check-in
• Check-in passengers for flights at the ticket counters by assigning seats, directing passengers to their gates, and checking documentation for flights while ensuring the timely and accurate delivery of passenger luggage.
• Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes and boarding the flight.
• Monitor carry-on luggage and aircraft doors.
• Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors.
• Assisting arriving passengers and overseeing the International Arrivals baggage area.
• Provide assistance to passengers whose baggage is mishandled or damaged.
• Complete reports (BIR’s) and handle entire tracing to recovery of mishandled bags.
• Arrange transportation methods to restore the missing baggage to the rightful owner.
• Respond to all passenger enquiries via telephone and email.
• Maintain constant communication with the customer throughout the tracing or repair process.
• Maintain accurate records and update PNR files.
• Reconcile delivery service invoices.
• Process appropriate compensation when required (Delay bag vouchers).
• Maintain commitment to the highest standard of customer service.
• Assist passengers with special needs such as disabled and wheelchair passengers and unaccompanied minors.
• Assist CSR’s where required in performing other functions.
• Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.

Data Entry and Verification Clerk - City of Ottawa – Public Health

(2020-03 - 2021-08)

• Responsible for ensuring timely data, entry processing and information verification, of personal and confidential health information and related statistical information into computerised databases and spreadsheets.
• Accurately enter data and verify information understanding of working proactively, following protocols and process, attention to detail, medical data entry, accuracy and working with a variety of databases.
• Responsible for supporting on-site clinic operations for COVID-19 vaccination, client registration, greeting and screening.
• Responsible for maintaining an efficient and courteous liaison with the general public in community clinics and providing administrative/clerical duties.
• Supporting Ottawa Public Health, emergency COVID-19 operations.

Store Manager/Trainer - Metal Smiths Sterling - Mc Donald Cartier International Airport

(2015 - 2020)

• Supervising and training employees and recruiting new staff
• Ensure employees follow airports protocols and process
• Solving customer complaints, budgeting, maintaining inventories, and implementing sales and marketing campaigns.
• Plan monthly staff schedules
• Managing inventory and submitting reports to head office
• Scheduling appointments for monthly events
• Data entry for employees information, timetables, payroll accurately in the database, update records and verify information for accuracy of personal and confidential information of employees into computerized databases and spreadsheets
• Proficiently use of computers, software programs (Microsoft Office, including Excel, Word, Outlook, and PowerPoint) and office equipment like fax, telephone and photocopier

Aesthetician - Mirella Milan Beauty Treatments - Ottawa

(2004)

• Provide high-quality facial treatments that address skincare concerns.
• Advise clients and suggest treatments related to their individual needs.
• Perform face and scalp massages for therapeutic or relaxation purposes.
• Remove hair by exfoliation, waxing, or with chemicals.

Spa Therapist - M Aesthetic @ Capelli Club Hair and Salon - Ottawa

(2015 - 2016)

• Provided high-quality facial treatments that address skincare concerns.
• Advised clients and suggest treatments related to their individual needs.
• Performed face and scalp massages for therapeutic or relaxation purposes.
• Removed hair by exfoliation, waxing, or with chemicals.

Guest Care Receptionist/Payroll - Voila Coiffure and Spa - Ottawa

(2014 - 2014)

• Welcomed and greeted clients upon arrival
• Answered telephone calls and email messages promptly and courteously
• Informed stylist that their client has arrived and for what service or services
• Managed the salon appointment schedule efficiently
• Contacted clients if staff member is sick and re-arrange appointment and call clients to remind them of their appointment
• Take payments from clients after their appointment
• Co-ordinated and resolved client complaints
• Accurately entered data for clients email address and telephone number to software

Spa Therapist/ Therputical Therapist, Therapist/ Sliming Technician, Stylist Assistant - Aqua Mare Resort and Spa and Metamorphosis Spa and Sliming center - Cyprus

(2008 - 2010)

• Delivering a variety of spa services like body treatments, massages, facials, waxing and manicure/pedicure) in a safe manner
• Maintaining equipment and sample inventory of products
• Acknowledging and responding to relevant customer queries, needs and …
• Maintain equipment and sample inventory of products
• Keep documentation and maintain clients files data base
• Keep a clean and stocked room
• Acknowledge and respond to relevant customer queries, needs and expectations
• Suggest and promote retail products or additional services
• Uphold hygiene standards and follow health and safety regulations
• Apply best practices and be up to date with market trends

Aesthetician - Periono Scarfo and Spahara Salon Spa - Ottawa

(2004 - 2008)

• Recruited and ensured hiring and training adequate staff members to deliver a spa's services
• Data entry for customers profiles
• Welcomed and greeted clients upon arrival
• Answered telephone calls and email messages promptly and courteously
• Informed stylist that their client has arrived and for what service or services
• Managed the salon appointment schedule efficiently
• Contacted clients if staff member is sick and re-arrange appointment and call clients to remind them of their appointment
• Take payments from clients after their appointment
• Co-ordinated and resolved client complaints

Sales / Lab Technician/ Assistant for Optician &Optometrist - Sears Optical and Hakim Optical - Ottawa

(2000 - 2003)

• Provided quality personal service while satisfying the needs of customers through the sale and dispensing of eyeglasses, non-prescription sunglasses, contact lenses and accessories; uphold Company's standards of excellence in customer service; encourage customer recommendations and repeat business, daily data entry, lab technician

Metamorphosis Spa Sliming Educational Center (2008 - 2010)

Aesthetician Diploma - West End Academy (2004 - 2004)

Spa Therapist - Aveda Academy (2005 - 2006)

Managements Travel and Tourism - Algonquin collage (2002 - 2002)

Diploma - J.S Woods worth Secondary School (1999 - 1999)