Daniel Mounter has over 15 years of experience in customer service roles, most recently working as a passenger service agent for Qatar Airways and AirTransat at Montreal's airport. He is bilingual and has a diverse work history including positions in customer service, civil engineering, and marketing. Mounter is currently pursuing a general building maintenance diploma and volunteers as an English language coach.

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Daniel Mounter
1102 Saint-Germain, Saint-Laurent, QC, H4L3S3
514-743-5874, dlmounter@gmail.com
PROFILE
Bilingual, adaptable and reliable individual. Possessing significant skills and experience in Customer
Service. Capable of working equally well in a team or autonomously. Seeking opportunities withinan
established team and company, where there is the possibility of working for and with people.
WORK EXPERIENCE
Swissport International (P.E.T. International Airport, Dorval) November 2015 to present
Passenger Service Agent (for clients: Qatar Airways, AirTransat)
• Departure check in agent: responsible for the secure check in of passengers and their luggage
both at self- check in and assigned baggage dropcounters.
• Proactively assembling waiting line circuits, company branded presentation material and
safety and security notices, and assisting with dismantling same at shift end.
• Training completed for Altea GMS including Bagera luggage management, World Tracer and
Flight Editor roles.
• Assistance with every level of passenger management including safe transit and assistance
for disabled and special requirement customers.
La Cité des Retraités NDF Inc. (Montreal) July 2012 – November 2014
Concierge and Resident Attendant
• Responsible for the propriety and safety of a retirement home, housing 380+autonomous
retirees.
• Effected minor repairs, inspections, exterior and interior maintenance, management of
small stock room and workshop.
• Provided assistance to medical personnel in medical emergencies with residents.
Sitel Teleservices Ltd (Montreal) October 2009 - April 2010
Customer Service Representative (Inbound CallCentre)
• Offered an outstanding customer service experience by connecting and building rapport
witha wide variety of customers, taking ownership to resolve issues from the beginning to
end and efficiently resolve issues during the first contact.
• Completed accurate transactions in an effective and precise manner with an attention todetail.
• Adapted and dealt effectively with a wide variety of situations and assisted with complex
customer issues by providing favorable solutions.

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Avon Products (Corby, United Kingdom) November 2008 - April 2009
Inbound customer service representative (CallCentre)
• Provided sales and customer account support to Avon representatives and salesleaders.
• Investigated customer complaints regarding products, services and policies withcare,
understanding and sensitivity.
• Expedited processing of refund, exchange and credit for returned merchandise on a timely
basis.
• Performed outbound sales to Sales Leader Representatives, notifying them of new campaign
products, providing sales advice and growing profit through predetermined incentives.
Prior full time working history from 1997-2008 includes Customer Service and Sales, Civil Engineering
and Marketing experience (UK based). Further details available upon request.
EDUCATION
Sources Adult and Career Centre (Pierrefonds,QC) November 2014 - present
DEP in General Building Maintenance - recognition of acquiredcompetencies.
Dawson College (Westmount, QC) August 2011 - June 2014
DEC college diploma without specialization
École Pierre Dupuy (Longueuil, QC) November 2010 - May 2011
Francisation for Adult Immigrants, MELS, level3
University of London (UK) 1996 – 1997
A Level European History, MELS equivalent 1 year college studies
John Mansfield School (UK) 1989 - 1995
General Certificate of Secondary Education succeeded in 7 subjects (MELSaccredited)
OTHER SKILLS
• Red RAIC card for YUL, until July 2020. Bridge and manual handling training completed2016.
• Altea Departure and Check In client management system (Aéroports de Montréal).
• Working knowledge of flight editor, Bagera and lead roles.
• Commercial and marketing photography.
• Intermediate MS Office suite user.
• Full driver’s licence.
VOLUNTEERING
• Language coach at “Let’s Speak English!” Meetup Group (Montreal Meetup Group)
• Language coach for allophone students studying English (Dawson College)
• First responder at Dawson College
References available upon request.