Lorelei Reid
Business Analyst at Air Canada Vacations- Claim this Profile
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French Professional working proficiency
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English Native or bilingual proficiency
Topline Score
Bio
Kevin Boada
I had the opportunity to work with Lorelei during the implementation of multiple projects for Air Canada Vacations. Having her as part of the team had been always an indication of success on my projects. Her dedication and attention to details were always key to guarantee that everything was validated and working as expected that combined with her capacity to understand processes allow her to execute very thorough analysis and always provide very precise explanations and documentation. Without hesitation I can say that she is one of the best SME's I had the opportunity to work with, and a very valuable resource for anyone that have the fortune to work with her. Kevin Boada. IT Project Manager.
Kevin Boada
I had the opportunity to work with Lorelei during the implementation of multiple projects for Air Canada Vacations. Having her as part of the team had been always an indication of success on my projects. Her dedication and attention to details were always key to guarantee that everything was validated and working as expected that combined with her capacity to understand processes allow her to execute very thorough analysis and always provide very precise explanations and documentation. Without hesitation I can say that she is one of the best SME's I had the opportunity to work with, and a very valuable resource for anyone that have the fortune to work with her. Kevin Boada. IT Project Manager.
Kevin Boada
I had the opportunity to work with Lorelei during the implementation of multiple projects for Air Canada Vacations. Having her as part of the team had been always an indication of success on my projects. Her dedication and attention to details were always key to guarantee that everything was validated and working as expected that combined with her capacity to understand processes allow her to execute very thorough analysis and always provide very precise explanations and documentation. Without hesitation I can say that she is one of the best SME's I had the opportunity to work with, and a very valuable resource for anyone that have the fortune to work with her. Kevin Boada. IT Project Manager.
Kevin Boada
I had the opportunity to work with Lorelei during the implementation of multiple projects for Air Canada Vacations. Having her as part of the team had been always an indication of success on my projects. Her dedication and attention to details were always key to guarantee that everything was validated and working as expected that combined with her capacity to understand processes allow her to execute very thorough analysis and always provide very precise explanations and documentation. Without hesitation I can say that she is one of the best SME's I had the opportunity to work with, and a very valuable resource for anyone that have the fortune to work with her. Kevin Boada. IT Project Manager.
Credentials
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Certificat de conseiller en voyage - OPC
Office de la protection du consommateurApr, 2011- Sep, 2024 -
TICO Certified
Travel Industry Council of Ontario (Ontario's Travel Regulator)Apr, 2011- Sep, 2024
Experience
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Air Canada Vacations
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Canada
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Travel Arrangements
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300 - 400 Employee
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Business Analyst
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Nov 2022 - Present
I regularly meet with key stakeholders to identify problem areas, understand business needs, and document requirements. From there, I work to identify opportunities, and evaluate technical solutions in order to improve business processes and achieve business goals.
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Subject Matter Expert, Call Center
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Oct 2016 - Nov 2022
Responsibilities included providing technical support for reservation systems, creating and improving business processes, supporting team leaders, user acceptance testing, problem solving, coaching and quality assurance. I was a key player in several major project launches, migrations, and releases, where I was responsible to test and adapt all call center procedures. I worked very closely with the Training Department, ensuring our documentation and processes were as accurate and efficient… Show more Responsibilities included providing technical support for reservation systems, creating and improving business processes, supporting team leaders, user acceptance testing, problem solving, coaching and quality assurance. I was a key player in several major project launches, migrations, and releases, where I was responsible to test and adapt all call center procedures. I worked very closely with the Training Department, ensuring our documentation and processes were as accurate and efficient as possible.
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Supervisor, Support Centre
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Oct 2015 - Oct 2016
I was responsible to guide, coach and motivate a team of 25 support agents, through an especially challenging transition period to a new reservation system. I was tasked with making sure that we offered fair compensation for any involuntary changes to our customers’ travel plans, and handled escalations as needed. I also assisted in the hiring process, conducting interviews with HR where necessary.
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Support Coordinator
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Sep 2012 - Oct 2015
I handled a variety of tasks such as ticketing, system errors, and processing flight schedule changes, hotel modifications and relocations. I also provided technical support to the call center agents via the Lead line.
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Reservation Agent
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Mar 2011 - Sep 2012
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Journalist
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2009 - 2010
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Education
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2005 - 2008
Concordia University
Bachelor of Fine Arts - BFA, Intermedia/Cyberarts -
2003 - 2005
CEGEP - John Abbott College
DEC, Media Arts -
2016 - 2016
Disney Institute
Passport to Excellence, Customer Service
Community
