Andrea Nadon has over 20 years of experience in customer service roles in the airline and cruise industries. She is trilingual, highly motivated, and skilled in management, training, and ensuring excellent customer service. Her background includes resolving customer complaints efficiently and working well under pressure to meet objectives.

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