Summary
Overview
Work History
Education
Skills
Timeline
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Amie Osness

Calgary,Alberta

Summary

Bachelor of Communications student. WestJet Sales and Service Agent in a full time, home-based office. Prior skilled property management professional experienced in overseeing operational aspects, tenant relations, and office management. A detailed and quality-focused individual with strong organization and customer service skills. The desire for the WestJet Vacations Representative position in a fast- paced, home-based environment.

Overview

6
6
years of professional experience

Work History

Sales and Service Agent

WestJet
04.2022 - Current
  • Handle high call volumes through irregular operations such as November 2022 tech event, 2022/23 snowstorms, potential labour dispute flight cancellations and more
  • De-escalate upset or angry guests by listening, acknowledging, solving and thanking to suit each specific situation
  • Create new bookings, exchanged or cancelled current bookings to best suit guests needs
  • Answer in-depth questions about bookings, flight schedules, fare bundle policies and benefits of each bundle
  • Navigate Sabre, Siebel, Win, Genesys, Travel Bank Admin, WestJet Travel Privileges, Teams, westjet.com, and more to expertly to handle guests sales and service needs
  • Offer knowledgeable insight into flight schedules plus WestJet Rewards accounts and offerings to help guests make informed decisions
  • Create new rewards accounts for guests not signed up for rewards program and offer information on WestJet RBC Mastercard for guests not enrolled to credit card
  • Work on two Rewards Support flight status match special projects using Sprinkler, and one Swoop flight re-accommodation special project via westjet.com and flyswoop.com
  • Step into temporary RSD role to support SSA agents through international flight rebooking via RSD chat during potential labour dispute
  • Work creatively and patiently in high stress situations so that guest ends call feeling well looked after and cared for

Community Administrator

One Properties, Versus Living
03.2020 - 08.2021
  • Receive rent monitor and reconcile all tenant accounts,
  • Contact past and present tenants in regards to rent, security deposits, cheque returns, account balances, requests, etc
  • Set up new tenant accounts in Yardi/CRM
  • Maintain electronic funds and post-dated cheque processes to receive rent payments
  • Record all payments in Yardi
  • Record tenant violations in Yardi
  • Manage return cheques
  • Perform daily deposits
  • Update aged receivables summaries
  • Maintain operating daily deposit binders
  • Create and send lease renewal offer letters to tenants
  • Meet with tenants to discuss lease negotiations, payment arrangements during COVID, how to make payments using RENTcafe portal, and any other concerns
  • Present renewal negotiations to Leasing Manager on behalf of tenants, provide tenants with Leasing Managers approval or counter offer
  • Manage lease renewals, ensuring correct rate is being charged
  • Monitor updating of Tenant Profiles
  • Update turnover in Yardi/CRM
  • Notify tenants of non-renewal
  • Record notices to vacate from tenants
  • Complete move-out and move-in packages
  • Follow up with new tenants
  • Maintain and monitor parking processes
  • Office administration/support services
  • Using professional telephone technique, calls are answered by third ring and callers are responded to or redirected appropriately
  • Greet clients at reception and direct them appropriately
  • Receives and distributes mail and courier packages, process outgoing mail
  • Distributes all incoming e-mail and website inquiries
  • Operates office equipment - personal computer (MS Office environment), fax/copier/scanner, Shaw SmartVoice business phone app, Interac, shredder
  • When working remotely - personal tablet (Microsoft Surface), Skype
  • Microsoft Teams to attend daily morning team huddle and any scheduled training sessions throughout the day
  • Accepts rent via debit
  • Maintains copies of tenant EFT records and enters into Yardi
  • Purchasing and inventory responsibilities (within authority)
  • Receives proper authorization/approval prior to purchasing
  • Creates purchase orders for vendors
  • Updates Yardi/CRM with tenant information as it is received
  • Enters maintenance requests as received by tenants
  • Issues 24 hour notices to enter for maintenance, contractors, utility company as required
  • Record sign out/in of keys as needed by contractors and cleaners
  • Perform other duties as assigned or required by Property Manager.

Concierge

WestCorp Property Management Inc, Versus Living
06.2019 - 03.2020
  • Greet and direct tenants and visitors to the building
  • Receive and arrange pick up of delivery parcels
  • Coordinate tenant bookings of moving elevators
  • Assist with community events as required
  • Monitor building security, ensure time zones are correct, and building access points are locked at all times
  • Setup, monitor, and maintain strict key controls at all times as well as an audit of building keys, access cards and occupant mail keys; issue and cancel cards as necessary - updating lists as required
  • Control building access to tradespeople and service contractors while ensuring contractors comply with building rules and regulations
  • Ensure after-hours’ security is aware of all scheduled after-hour activities
  • Monitor and maintain entry phone systems, emergency contact lists, after-hour access contact lists, building population counts and Fire Warden contact lists, updating entries and files as required
  • Monitor contractor key and card sign out sheets and interact with contractors as required
  • Accompany contractors to suites when security escort is required (ex
  • Annual fire inspections of each unit)
  • Respond to any emergencies in the building and assist the Fire Warden for the complex
  • Communicate precise updates to tenants as emergencies unfold
  • Take note and report any hazards or issues on site property to
  • Maintenance Team
  • Liaise with contract security company when applicable, and report any issues to Property Manager
  • Ensure consistent communication with Property Manager regarding operational or security updates
  • Distribute standard building memorandums and assist with delivery of suite notices when required
  • Monitor visitor parking, parkade, and loading dock areas and process patrols documentation
  • Take action on vehicles in violation of the parking agreement
  • Resolve any parking concerns in a professional manner and in accordance with management’s direction
  • Refer any actionable security issues to Property Manager or Police
  • Service (if emergency call 911)
  • Ensure compliance and comprehension to all policies and procedures with all Playbook policies
  • Execute work in a safe, professional manner in compliance with Occupational Health & Safety Legislation
  • Perform other duties as assigned or required by Property Manager

Sales Associate

Nordstrom
11.2017 - 04.2019
  • Retained product, service and company policy knowledge to serve as a resource for both coworkers and customers
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
  • Kept apprised of emerging trends and provided informative customer service to assist in product selection
  • Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions
  • Offered product and service consultations and employed upselling techniques
  • Processed orders through system and coordinated product deliveries
  • Sold various products by explaining unique features and educating customers on proper application
  • Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.

Education

Bachelor of Communications - Journalism and Digital Media

MOUNT ROYAL UNIVERSITY
Calgary, AB | September 2021 - Current

Diploma - Biological Sciences

NORTHERN ALBERTA INSTITUTE OF TECHNOLOGY
Edmonton, AB
04.2002

Skills

  • Management interaction
  • Community relations
  • Hospitality
  • Accounting and bookkeeping
  • Reports and documentations
  • Inquiry response
  • Cash handling expertise
  • Teamwork
  • Superb interpersonal skills
  • Customer care and support
  • Administrative tasks
  • Written and oral communications
  • Establishing goals and setting priorities
  • Complex problem solving

Timeline

Sales and Service Agent

WestJet
04.2022 - Current

Community Administrator

One Properties, Versus Living
03.2020 - 08.2021

Concierge

WestCorp Property Management Inc, Versus Living
06.2019 - 03.2020

Sales Associate

Nordstrom
11.2017 - 04.2019

Bachelor of Communications - Journalism and Digital Media

MOUNT ROYAL UNIVERSITY

Diploma - Biological Sciences

NORTHERN ALBERTA INSTITUTE OF TECHNOLOGY

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