Yash Arora

Achieved a customer satisfaction rate of 95% by ensuring the highest level of service during each encounter, even with challenging clientele. Processed 1000+ pass/permit requests monthly, evaluating requests, ensuring compliance with security protocols, and streamlining procedures. Decreased average pass processing time by 10 minutes by implementing revised workflows and digital tools, while still maintaining 100% accuracy in weekly audits, ensuring airport security compliance.

Pass Office Coordinator - Greater Toronto Airport Authority

(2024-02)

• Achieved a customer satisfaction rate of 95% by ensuring the highest level of service during each encounter, even with challenging clientele.
• Processed 1000+ pass/permit requests monthly, evaluating requests, ensuring compliance with security protocols, and streamlining procedures.
• Decreased average pass processing time by 10 minutes by implementing revised workflows and digital tools, while still maintaining 100% accuracy in weekly audits, ensuring airport security compliance.
• Applied discovery methods to identify missing or incorrect documentation in GTAA pass applications, ensuring full compliance with airport security standards.

Customer Lead Specialist - Aviation & Airport Services

(2023-05 - 2024-08)

• Assisted 500+ wheelchair passengers monthly, ensuring smooth transitions from aircraft to parking facilities.
• Exercised leadership in training staff on CRM applications to enhance customer experience and operational efficiency.
• Applied strong vision to anticipate passenger needs, enhance service delivery, and support smooth day-to-day aviation operations.

Customer Service Manager - Best Western Plus Toronto North

(2022-01 - 2023-04)

• Leveraged effective communication skills to collaborate with stakeholders and position the hotel competitively within the market.
• Used artificial intelligence technologies to evaluate visitor data and provide customized client experiences.
• Enhanced productivity by implementing time management practices that streamlined workflows across departments.
• Examined booking patterns and occupancy data to optimize pricing tactics and increase income.

Customer Service Supervisor - Riviera Plaza and Conference Centre

(2018-06 - 2021-12)

• Achieved a 98% positive rating on Trip Advisor by leading the front desk team in delivering exceptional service.
• Worked in a fast-paced environment, creating meeting minutes and articulating documentation, increasing the client's expected delivery by 30%.
• Performed testing and troubleshooting of React applications to guarantee dependability during peak booking times.

Bachelor's degree - Hotel Management - National Institute of Hotel Management, India

Bachelor's degree - Business Administration - Rajasthan University, India