Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
References
Timeline
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NICOLE TO'O

Kent,WA

Summary

Hello,

I am Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. I am hardworking with customer service, multitasking and time management abilities; devoted to giving every customer a positive and memorable experience.

I am Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication, knowledgeable about quality assurance and training to support and set up teams for success.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Experience Manager

Air Canada Airlines
Kent, Washington
04.2022 - Current
  • Developed customer service policies and procedures to ensure a consistent and positive experience.
  • Analyzed customer feedback data to identify areas of improvement in the customer experience.
  • Monitored customer service performance metrics and created reports for senior management review.
  • Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
  • Managed escalated customer issues and resolved conflicts in a timely manner.
  • Prepared daily reports on passenger numbers and revenue generated by airline services.
  • Ensured that all safety regulations were followed during each flight.
  • Managed staff performance reviews including setting goals and objectives.
  • Assisted customers with ticket purchases and flight reservations.
  • Greeted passengers upon arrival and checked boarding passes.
  • Provided customer service to ensure a pleasant travel experience.
  • Verified passenger documents for accuracy and completeness.
  • Conducted pre-flight inspections of aircraft to ensure safety and compliance with Federal Aviation Administration regulations.
  • Managed the safe transport of passengers, cargo, and mail on international flights.
  • Maintained communication between ground crew and cockpit via radio transmissions.
  • Performed emergency procedures in response to hazardous situations such as engine failure or severe weather conditions.
  • Provided briefings to cabin crew regarding weather conditions, passenger count, cargo weight, fueling needs.
  • Ensured all aircraft documentation was accurate before each flight.
  • Adhered to airline policies regarding operations within designated airspace.

Passenger Service Manager

Airport Terminal Services Inc
Seattle, WA
11.2020 - 04.2022
  • Assisted customers with selecting products, answering questions, and making product recommendations.
  • Provided excellent customer service in a friendly and professional manner.
  • Answered customer inquiries about the Airline policies and procedures.
  • Assisted customers with ticketing, seating, and baggage handling requirements.
  • Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
  • Resolved customer complaints in a timely manner.
  • Communicated effectively with other departments to ensure the best customer experience possible.
  • Performed check-in procedures for both domestic and international flights.
  • Verified passenger documentation ensuring compliance with applicable laws and regulations.
  • Ensured all boarding passes were printed accurately prior to flight departure time.
  • Processed refunds, exchanges, and upgrades when necessary.
  • Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
  • Filed reports of passenger complaints or incidents that occurred during travel process.
  • Coordinated with ground crew personnel on arrival and departure procedures for each flight.
  • Demonstrated leadership by making improvements to work processes and helping to train others.

Shipping Account Manager - Procurement Specialist

Northwest Shipping Supply
Seattle, WA
10.2015 - 10.2020
  • Maintained accurate records of procurement activities, including contracts, invoices, requisitions and deliveries.
  • Negotiated pricing and terms with suppliers to optimize costs while maintaining quality standards.
  • Monitored supplier performance to ensure compliance with contractual agreements.
  • Ensured that all purchased materials meet required safety and quality standards.
  • Identified new sources of supply for materials in order to reduce costs or improve product quality and availability.
  • Developed and maintained relationships with key accounts to ensure customer satisfaction.
  • Provided training and guidance to new Account Managers.
  • Monitored industry trends and made recommendations for changes in strategy accordingly.
  • Assisted in developing pricing models based on competitor analysis.
  • Generated leads through cold calling activities.
  • Participated in brainstorming sessions to develop new ideas for business development initiatives.
  • Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
  • Built and maintained productive relationships with customers and internal partners.
  • Acted as main point of contact in matters relating to client concerns and needs.

Dish Portfolio Collector

Convergent Outsourcing Inc.
Seattle, WA
07.2012 - 10.2015
  • Outbound call center to collect unpaid bills
  • Responsible for 200 calls daily and held to specific call metrics
  • Recognized as top collected in the Dish Portfolio Division.

Education

Associates Degree - Pre-law

American Samoa Community College
01.2007

High School -

Samoana High School
06.2006

Current Student - Politics

Brigham Young University

Skills

  • Computational skills
  • Data Analysis
  • Data collection and analysis
  • Community Relations
  • Operational Improvement
  • Process Improvement
  • Organization
  • Customer Service
  • Team Building
  • Team Management
  • Problem Resolution
  • Regulatory Compliance
  • Supervision
  • MS Office
  • Communications
  • Project Organization
  • Responsive Communication
  • Account Management
  • Training Programs
  • Customer Acquisition
  • Retention Management
  • Strategic Planning and Alignment
  • Contract Negotiation
  • Salesforce CRM Software
  • Relationship Building
  • Cross-Departmental Alignment
  • Interpersonal Skills
  • Social Media Platforms
  • Database Management
  • Problem-Solving Abilities
  • Problem-Solving
  • Written Communication
  • Goal Setting
  • Market Research
  • Organizational Skills
  • Adaptability
  • Performance Evaluations

Certification

  • Public Notary, 04/04/23
  • Stewart Title Training Completion

Accomplishments

  • Top Collector for Dish Network
  • Employee of the quarter with Package It
  • Help create simpliFile for county e-Recording for SASH Realty
  • Triple T (Train the Trainer) certified for Air Canada Operations.

References

References available upon request.

Timeline

Customer Experience Manager

Air Canada Airlines
04.2022 - Current

Passenger Service Manager

Airport Terminal Services Inc
11.2020 - 04.2022

Shipping Account Manager - Procurement Specialist

Northwest Shipping Supply
10.2015 - 10.2020

Dish Portfolio Collector

Convergent Outsourcing Inc.
07.2012 - 10.2015

Associates Degree - Pre-law

American Samoa Community College

High School -

Samoana High School

Current Student - Politics

Brigham Young University

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