Interview QUestions/ Offre d'Emploi Air Canada Moussa Paul Cisse:

1. Tell us about youself: I am an empathetic communicator. Being originally an

empath, I have developed a skill of being sensitive to my environment and to the
need of others. Ths has helped me along my previous work experiences to be more
attentive to the customer'needs compared to my fellow co-workers.

2. What are your strongest skills ? Being very observant and attentive, which has
helped me to develop a sharp mind and lead to amazing problem-solving skills.

3. What are your weakest skills ? I like everything to be perfect. Therefore, I

will dedicate more time or review project in the past even though my manager for
example has already approved it

4. Why do you qualify for this position ? I come from a large family, and I have
always attended to everyone's needs plys my own. I have developed strong people
skills and became an expert I would say of non verbal and verbal communication. I
have been a passenger myself and did use those long check in line previously and I
know how much patience It does require as well no matter how people come to the
check-in point, happy sad, in a hurry, amd just too relax.

5. What would be your favourite thing about this position ? My favourite thing
about this position will be to see for example people coming in a rush thinking
that their plane is aboutt to leave soon by telling them that I have everything
under control and they can just relax and put their trust in me as a representative
of the company.

6. How did you hear about this position ? I have traveled with Air Canada for a
long time that now I am now as a frequent flyer. Also this position is a dream come
true. I always wanted to apply this position back in 2016 but was limited due to my
immigration status at the time. I got my PR this year on February 2nd. That is why
I told my self that it is time to make my dream come true.

Work History:

1. Tell us about your work history: Most of my positions in the past were as a
customer service representative. I was the the middle man like I like to call it
being the seller and the customer.

2. What were your duties in your most recent position? I had to complete 3 reports
one called the NSF report, the other the Last Cleared Report, and the Failed macros
reports. As an example, The NSF report was about client who missed payment. Even
tho they will receive an email abount the bounced payment, I still neeced to make
sure that they were okay with the rescheduling date. It was by priority order (NSF,
Frozen Account, Stop payment). I also had to respond to emails and answer the phone
for any funding request. I was also in charged of sending the bad accounts to
collections.

3. Tell us about a time you successfully helped a co-worker: We used to like

playing good cop or bad cop at work. So since I was in charge of sending accounts
to collections, when a merchnst will be giving hell to one of my coworker, I will
play bad cop and tell the merchant if he was not able to give me a proper answer
based on the problem my coworker was trying to resolve, II will send his account to
collections.

4. How has your previous work experience prepared you for this position ? This
position entitles face to face customer service, patience and problem solving and
diligence. I work in retail at one point and I can tell you that I saw all type of
customers but it has never driven me away of the company and stopped me from
representing it positivily. In a more office based environment, I was wworking for
a fintech company, thereore dealing with money and sharing those private
information, I had to decline sharing info or giving bad news as well by email,
and over the phone. Again, it has not stopped me from going to work or excel in
what I was doing.

5. What is the most important skill for this position in your opinion ? Trusting
oneself. It is very important to keep one's head high and not let the customers
drown you with their emotions either happy or sad.

Case Study:

1. Tell me about a time you disagreed with a co-worker. How did you handle it? I
will say not really with coworker but brokers, which are distant coworkers. The
merchant requested a payout letter because we have refused to give them more
funding. The broker refused that I provided the merchant the payout letter. I had
to tell the merchnt that I was not able to do until their account manager approves
it. He got mad because he was in his right, which I complety agreed with him but I
could only calm him down and said that he wil have it within 24 hours, which he was
entitled too.

2. Tell me about a time you had to deliver a bad news to a customer. I had to tell
a customer that he was not going to be approved with for funding even tho our
policy guarantees renewal approval after 30% of the original loan has been paid.

3. An example of a time you disagreed with a supervisor: Once I suggested that we

alloweed merchant's to be able to dowmload their balance and payout letter online.
Due to company policy and broker commission, it was not an option. I told him that
most of our work or call request was those type of requests, but they refused.

4. Tell us about a time you had poor communication. What would you do differently ?
I would have backed up my response by attaching a screenshot of the agrement they
have signed for them to understanf better my response and not see it as a way to
take more money from them as they used to say.

5. What would you do if you saw two passengers arguing ? I would first want to the
know the source of the problem in order for me to give a solution that will best
stop the argument.

6. Tell us about a time sensitive project or event. How did you meet the deadline?
I accorded 2 hours at the end of each day in order to meet the deadline.

Career Goals:

1. How can Air Canada help you achieve your career goals? By employing me at a
Specialiste Experience client at Montreal Elliot Trudeau Airport.

2. Where do you see yourself in the next 5 years ? I see myself still working for
Air Canada but in a position where I can help better or perfect the position that I
was in by coming up with better solution.

3. Do you have any questions about the role ? : How lomg is the training - Will it
be at the Airport or somewhere else? When can I start?

4. Are you available to start the training for this role on April 3rd, 2023 ? YES

5. Would you accept this position? YES

6. I accept your offer!

7. You are hired!