Catia Perez
Montreal,QC
Summary
Customer service professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Well-coordinated and detail-oriented in addressing and resolving system issues to complete assignments. Decisive and analytical problem-solver.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Air Canada
06.2022 - 10.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Pre-Boarding Screening Manager
GardaWorld Security
09.2021 - 06.2022
- Conducted regular patrols of key areas to spot and control security concerns.
- Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
- Attended daily briefings with supervisors to discuss issues with security screening processes.
- Performed pat-downs to look for unauthorized materials and weapons.
- Developed and maintained positive rapport with passengers and other airport personnel.
Customer Service Representative
United Airlines
11.2018 - 04.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Legal Assistant
Costa Law Firm
03.2016 - 11.2018
- Organized documents to manage paper and electronic filing systems of clients.
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Prepared and drafted correspondence and legal forms to maintain smooth communications.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Scheduled appointments, court appearances, and depositions for busy law firm.
Expert Client Advisor
RBC Royal Bank
03.2014 - 04.2017
- Informed and suggested new banking products to customers.
- Completed daily logs, tracked data and managed clients' book of business.
- Assessed client's viability for financial services and facilitated closings and referrals.
- Assisted customers in depositing and withdrawing cash.
- Opened new accounts according to laid down rules and guidelines.
- Sought out appropriate management in more complex financial matters.
- Helped clients make informed decisions about financial future.
- Educated clients on financial topics and best practices.
Education
No Degree - Child And Youth Care
Centennial College of Applied Arts And Technology
Scarborough, ON07.2012
Skills
- Interdepartmental Collaboration
- Staff Training
- Personnel Training and Development
- Client Relations and Retention
- Legal Compliance
- Case Management
- Client Counseling
- New Account Setup
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Manager
Air Canada
06.2022 - 10.2023
Pre-Boarding Screening Manager
GardaWorld Security
09.2021 - 06.2022
Customer Service Representative
United Airlines
11.2018 - 04.2020
Legal Assistant
Costa Law Firm
03.2016 - 11.2018
Expert Client Advisor
RBC Royal Bank
03.2014 - 04.2017
No Degree - Child And Youth Care
Centennial College of Applied Arts And Technology
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