![ANDREA NADON
Andrea@peopleinparadise.com
68-9800 McLaughlin Rd N Brampton ON L6X4R1 [905] 450-2798
CAREER SUMMARY
• Highly outgoing, motivated trilingual individual [English, Spanish, French] with a
positive outlook
• Notably skilled in management, supervision, training staff, customer service and
operations
• Well organized, proven ability to work well under pressure by meeting objectives and
takes pride in outstanding performance
• Able to handle customer complaints and requests professionally and efficiently
• Multi-tasker * TICO Certified *
• Excellent communications, interpersonal and conflict resolution skills
• Assertive team player, highly adaptable and thrive on the challenge of learning new
skills
EMPLOYMENT HISTORY
AIRLINES – 5 years in Canada
Air Canada – Customer Recovery Manager – Systems Operations Control Centre (SOCC)
• Monitor operation system-wide for major flight irregularities/service failures: cancellations, delays of 4+hrs, misconnects,
diversions, emergencies, etc
• Liaise, investigate and evaluate customer situations with SOC, OPS, airport designates, and Customer Solutions to determine
plan of action and set compensation level
• Communicate/provide assistance to: RES, DCC, Refunds, NRD, stations system-wide, Baggage, Concierge, IF, Dispatch,
OPS, Customer Solutions, etc., for post passenger handling
• Prepare executive level letters for signature and distribution at airports
• Report and log IROPS, routes, passengers affected, etc. in SOC workbooks and Customer Solutions’ Quintus filing program
• Handle customer complaints as required
Jetsgo Airlines - Passenger Service Lead / Trainer
Canadian Airlines/Air Canada - Customer Service Agent/Baggage/Gates
• Trained newly hired agents in all aspects of a PSA: customer service, check in, bridge, gates, APIS, airport,
customs/immigration, baggage, etc – management position; reported directly to Jetsgo YYZ Director
• Checked-in passengers in a timely, efficient, professional manner for domestic, transborder and international flights
• Boarded passengers, controlled, verified and ramped flights at gates
• Traced missing luggage and prepared for delivery
• Met and assisted needy passengers; always maintained excellent communication and service with both internal and external
customers
• Ensured proper documentation for travel and tagged baggage
• Handled misc transactions as, Ticket sales, Change fees, Excess charges, etc
CRUISE & RESORT – 15 years in Destination
North American Leisure Group (Sunquest/ALBA) - Resort Manager – Acapulco & Cancun, Mexico
• Monitored/oversaw Acapulco destination team of 8 and operation of 11 flights and 1000 passengers weekly to ensure the
highest standard of customer service (25 flights/wk Cancun)
• Maximized revenue generation through cross selling of excursions, sundries, one-way seats and ideas for destination
• Collaborated with ground handler on new tour ideas; tracked, reported, balanced, collected and distributed staff commissions
• Ensured office expenditures and financial reports were kept within budget
• Provided motivation/guidance/training/coaching to staff to ensure smooth operation of services
• Successfully developed marketing tools for professional presentation of optional excursions for sales reps
Regent Holidays – Head Cruise Staff/Animator – MV Flamenco](https://image.slidesharecdn.com/andreanadonresumefunctional-1270331519092-phpapp01/85/Andrea-Nadon-1-320.jpg)
![• Guided, motivated a cruise staff team of 10 with onboard activities and events ensuring an overall enjoyable holiday for all
• Supervised and coordinated passenger embarkation to ensure proper ticketing and travel documentation
• Pre-assigned flight seating
Andrea Nadon Page 2 [905] 450-2798
• Supervised immigration procedures for US ports of call
• Escorted and sold land excursions
• Created and executed onboard activities and hosted/Emceed evening presentations
• Translated and coordinated daily program; information desk; daily announcements
Employment History Cont’d …
World of Vacations – Destination Supervisor – Huatulco, Mexico
Everyt’ing Cool – Operations Manager, St. Maarten
Adventure Tours – Destination Representative – Puerto Vallarta, Mexico
Regent Holidays – Destination Representative – Puerto Vallarta, Mexico
• Ensured the comfort and safety of passengers; welcome briefings; hotel hospitality hours
• Guided, motivated a customer service team ensuring the highest standard of quality customer care and fun for all
• Received, coordinated and supervised hotel-airport transfers
• Completed monthly expense reports and communication costs, resulting in overall savings of $500+
• Reported all incidents incurred in destination
• Enhanced excursion and northbound seat sales
• Prepared pre-flight seat assignment and updated flight and hotel manifest
Velas Vallarta – Sales Manager – Puerto Vallarta, Mexico
USA Student Travel – Operations Manager - Puerto Vallarta, Mexico & Canada
• Effectively communicated with all hotel departments to ensure quality guest service at all times; answered to guest
complaints, upgrades, inquiries, etc
• Generated additional income by up-selling on-property services: restaurants, shops, spa, tours, etc
• Created and implemented a successful day & night Activities Program for guests of all ages (still implemented today)
• Blitzed the hotel to Canadian students/Tour Operators across Canada and Travel Agents throughout Mexico resulting in a
room oversell of 40%
• Received/toured FAM groups from all across Canada & Mexico around Velas; ensured the smooth execution of all
programs/groups sold
Meet Market Adventures (Adventures for Singles) – Event Sales & Office Manager
• Researched, Packaged, Marketed and Sold new and exciting events for singles living in the GTA, such as; Rafting weekends,
Llama treks, sailing & flying lessons, rock climbing, soaring, parties, etc, resulting in substantially increased sales by approx
70% within a 6mth time frame
• Coordinated, Planned and Staffed most events to ensure safety of MMA members and smooth execution of event, ie: pick
ups, transportation, carpools, equipment, payment, etc, for groups of 10-1500 people at a time
• Handled every aspect of Customer Service: member suggestions, refunds, complaints, etc; clients, staff
EDUCATION & PROFESSIONAL DEVELOPMENT
Signing Naturally Diploma, The Canadian Hearing Society
Licensed Croupier – Black Jack, Casino Excellence Services Centre
Health Care Aide Diploma, Health Care Vocational Centre
O.S.S.G.D. Diploma, Cardinal Newman High School
SPECIAL SKILLS, INTERESTS & VOLUNTEER
• Physical fitness favorites include SCUBA diving, running, volleyball, hiking, swimming, team sports
• Real Estate & small business investing, teaching, reading, self-development, web design
• Travel counselor - www.PeopleInParadiseTRAVEL.com – TICO registered
• Coordinated the collection of supplies/monies for needy organizations and charities throughout Mexico
• Taught English to local college students, hotel staff and private language institutes for children in Mexico
• Volunteered time to supporting and generating charitable donations for MADD and ARMS](https://image.slidesharecdn.com/andreanadonresumefunctional-1270331519092-phpapp01/85/Andrea-Nadon-2-320.jpg)
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Andrea Nadon
- 1. ANDREA NADON Andrea@peopleinparadise.com 68-9800 McLaughlin Rd N Brampton ON L6X4R1 [905] 450-2798 CAREER SUMMARY • Highly outgoing, motivated trilingual individual [English, Spanish, French] with a positive outlook • Notably skilled in management, supervision, training staff, customer service and operations • Well organized, proven ability to work well under pressure by meeting objectives and takes pride in outstanding performance • Able to handle customer complaints and requests professionally and efficiently • Multi-tasker * TICO Certified * • Excellent communications, interpersonal and conflict resolution skills • Assertive team player, highly adaptable and thrive on the challenge of learning new skills EMPLOYMENT HISTORY AIRLINES – 5 years in Canada Air Canada – Customer Recovery Manager – Systems Operations Control Centre (SOCC) • Monitor operation system-wide for major flight irregularities/service failures: cancellations, delays of 4+hrs, misconnects, diversions, emergencies, etc • Liaise, investigate and evaluate customer situations with SOC, OPS, airport designates, and Customer Solutions to determine plan of action and set compensation level • Communicate/provide assistance to: RES, DCC, Refunds, NRD, stations system-wide, Baggage, Concierge, IF, Dispatch, OPS, Customer Solutions, etc., for post passenger handling • Prepare executive level letters for signature and distribution at airports • Report and log IROPS, routes, passengers affected, etc. in SOC workbooks and Customer Solutions’ Quintus filing program • Handle customer complaints as required Jetsgo Airlines - Passenger Service Lead / Trainer Canadian Airlines/Air Canada - Customer Service Agent/Baggage/Gates • Trained newly hired agents in all aspects of a PSA: customer service, check in, bridge, gates, APIS, airport, customs/immigration, baggage, etc – management position; reported directly to Jetsgo YYZ Director • Checked-in passengers in a timely, efficient, professional manner for domestic, transborder and international flights • Boarded passengers, controlled, verified and ramped flights at gates • Traced missing luggage and prepared for delivery • Met and assisted needy passengers; always maintained excellent communication and service with both internal and external customers • Ensured proper documentation for travel and tagged baggage • Handled misc transactions as, Ticket sales, Change fees, Excess charges, etc CRUISE & RESORT – 15 years in Destination North American Leisure Group (Sunquest/ALBA) - Resort Manager – Acapulco & Cancun, Mexico • Monitored/oversaw Acapulco destination team of 8 and operation of 11 flights and 1000 passengers weekly to ensure the highest standard of customer service (25 flights/wk Cancun) • Maximized revenue generation through cross selling of excursions, sundries, one-way seats and ideas for destination • Collaborated with ground handler on new tour ideas; tracked, reported, balanced, collected and distributed staff commissions • Ensured office expenditures and financial reports were kept within budget • Provided motivation/guidance/training/coaching to staff to ensure smooth operation of services • Successfully developed marketing tools for professional presentation of optional excursions for sales reps Regent Holidays – Head Cruise Staff/Animator – MV Flamenco
- 2. • Guided, motivated a cruise staff team of 10 with onboard activities and events ensuring an overall enjoyable holiday for all • Supervised and coordinated passenger embarkation to ensure proper ticketing and travel documentation • Pre-assigned flight seating Andrea Nadon Page 2 [905] 450-2798 • Supervised immigration procedures for US ports of call • Escorted and sold land excursions • Created and executed onboard activities and hosted/Emceed evening presentations • Translated and coordinated daily program; information desk; daily announcements Employment History Cont’d … World of Vacations – Destination Supervisor – Huatulco, Mexico Everyt’ing Cool – Operations Manager, St. Maarten Adventure Tours – Destination Representative – Puerto Vallarta, Mexico Regent Holidays – Destination Representative – Puerto Vallarta, Mexico • Ensured the comfort and safety of passengers; welcome briefings; hotel hospitality hours • Guided, motivated a customer service team ensuring the highest standard of quality customer care and fun for all • Received, coordinated and supervised hotel-airport transfers • Completed monthly expense reports and communication costs, resulting in overall savings of $500+ • Reported all incidents incurred in destination • Enhanced excursion and northbound seat sales • Prepared pre-flight seat assignment and updated flight and hotel manifest Velas Vallarta – Sales Manager – Puerto Vallarta, Mexico USA Student Travel – Operations Manager - Puerto Vallarta, Mexico & Canada • Effectively communicated with all hotel departments to ensure quality guest service at all times; answered to guest complaints, upgrades, inquiries, etc • Generated additional income by up-selling on-property services: restaurants, shops, spa, tours, etc • Created and implemented a successful day & night Activities Program for guests of all ages (still implemented today) • Blitzed the hotel to Canadian students/Tour Operators across Canada and Travel Agents throughout Mexico resulting in a room oversell of 40% • Received/toured FAM groups from all across Canada & Mexico around Velas; ensured the smooth execution of all programs/groups sold Meet Market Adventures (Adventures for Singles) – Event Sales & Office Manager • Researched, Packaged, Marketed and Sold new and exciting events for singles living in the GTA, such as; Rafting weekends, Llama treks, sailing & flying lessons, rock climbing, soaring, parties, etc, resulting in substantially increased sales by approx 70% within a 6mth time frame • Coordinated, Planned and Staffed most events to ensure safety of MMA members and smooth execution of event, ie: pick ups, transportation, carpools, equipment, payment, etc, for groups of 10-1500 people at a time • Handled every aspect of Customer Service: member suggestions, refunds, complaints, etc; clients, staff EDUCATION & PROFESSIONAL DEVELOPMENT Signing Naturally Diploma, The Canadian Hearing Society Licensed Croupier – Black Jack, Casino Excellence Services Centre Health Care Aide Diploma, Health Care Vocational Centre O.S.S.G.D. Diploma, Cardinal Newman High School SPECIAL SKILLS, INTERESTS & VOLUNTEER • Physical fitness favorites include SCUBA diving, running, volleyball, hiking, swimming, team sports • Real Estate & small business investing, teaching, reading, self-development, web design • Travel counselor - www.PeopleInParadiseTRAVEL.com – TICO registered • Coordinated the collection of supplies/monies for needy organizations and charities throughout Mexico • Taught English to local college students, hotel staff and private language institutes for children in Mexico • Volunteered time to supporting and generating charitable donations for MADD and ARMS
- 3. References available upon request