Chelsea Rosen
Dorval,QC
Overview
8
8
years of professional experience
Work History
Resolution officer
Canadian Transportation Agency
Gatineau
01.2023 - Current
- Analyze and resolve complaints filed by passengers against airlines regarding issues associated with their air travel that they are unable to resolve themselves
- Analyze and review a variety of air travel complaints and assess complex documentation and information to determine if obligations were met by airlines as per their contract of carriage (tariff) and various air legislation and regulations
- Train and mentor new employees on the facilitation process
- Presented topics and organized training material
- Mastered facilitation processes, procedures, systems, and software
- Develop and maintain communication networks and linkages with airlines, complainants, staff, and other governmental entities in order to exchange information regarding the cases received
- Communicates effectively, concisely, and coherently with complainants and stakeholders while remaining neutral and impartial orally and written
- Draft dispute letters when the air carrier does not meet its obligations as per the legislative standards or carrier tariffs
- Educate passengers on their rights as travelers as per their contract of carriage and legislation, as well advise of outcome of facilitation review and of carrier’s position
- In the case that a passenger is unsatisfied with the outcome of review in the facilitation process, offer further recourse provided by the Agency
- Prepare documents and transfer files to other Agency process
- Strong knowledge of various legislations and regulations as well as domestic and international airline tariffs
- Effectively meets set monthly targets for case closures.
Senior Facilitator
Canadian Transportation Agency
Gatineau
01.2023
- Analyze and resolve complaints filed by passengers against airlines regarding issues associated with their air travel that they are unable to resolve themselves
- Analyze and review a variety of air travel complaints and assess complex documentation and information to determine if obligations were met by airlines as per their contract of carriage (tariff) and various air legislation and regulations
- Train and mentor new employees on the facilitation process
- Presented topics and organized training material
- Mastered facilitation processes, procedures, systems, and software
- Develop and maintain communication networks and linkages with airlines, complainants, staff, and other governmental entities in order to exchange information regarding the cases received
- Communicates effectively, concisely, and coherently with complainants and stakeholders while remaining neutral and impartial orally and written
- Draft dispute letters when the air carrier does not meet its obligations as per the legislative standards or carrier tariffs
- Educate passengers on their rights as travelers as per their contract of carriage and legislation, as well advise of outcome of facilitation review and of carrier’s position
- In the case that a passenger is unsatisfied with the outcome of review in the facilitation process, offer further recourse provided by the Agency
- Prepare documents and transfer files to other Agency process
- Strong knowledge of various legislations and regulations as well as domestic and international airline tariffs
- Effectively meets set monthly targets for case closures.
Facilitator
Canadian Transportation Agency
Gatineau
01.2020 - 01.2023
- Analyze and resolve complaints filed by passengers against airlines regarding issues associated with their air travel that they are unable to resolve themselves
- Analyze and review a variety of air travel complaints and assess complex documentation and information to determine if obligations were met by airlines as per their contract of carriage (tariff) and various air legislation and regulations
- Train and mentor new employees on the facilitation process
- Presented topics and organized training material
- Mastered facilitation processes, procedures, systems, and software
- Develop and maintain communication networks and linkages with airlines, complainants, staff, and other governmental entities in order to exchange information regarding the cases received
- Communicates effectively, concisely, and coherently with complainants and stakeholders while remaining neutral and impartial orally and written
- Draft dispute letters when the air carrier does not meet its obligations as per the legislative standards or carrier tariffs
- Educate passengers on their rights as travelers as per their contract of carriage and legislation, as well advise of outcome of facilitation review and of carrier’s position
- In the case that a passenger is unsatisfied with the outcome of review in the facilitation process, offer further recourse provided by the Agency
- Prepare documents and transfer files to other Agency process
- Strong knowledge of various legislations and regulations as well as domestic and international airline tariffs
- Effectively meets set monthly targets for case closures.
Fitness Consultant
Klub 20 Athletik
Beaconsfield
01.2019 - Current
- Exemplary customer service to assist members of all ages
- Draft contracts for new members
- Ensured proper communication with clients to meet individualized goals
- Generated sales leads through walk-ins, telephone inquiries, email correspondence, and social media outreach
- Maintained accurate records using the company sales system and updated accounts
- Provided prospective members with information about the facility and the membership process
- Enforced corporate policies and procedure while providing and preserving a safe environment
- Attained monthly sales goal.
Fundraising, Events Coordinator
Lymphoma Canada
Montreal
01.2018
- Planned events (venues, parking, radio advertisements, gift bags, etc.)
- Communicated with existing donors and solicited new donors
- Marketing of events; creating and editing posters, banners, and email templates
- Created volunteer groups and was responsible for delegating tasks and assisting in overall function
- Founded a social media initiative to spread awareness and help survivors share their stories.
Office Manager
International Routes: Birthright Amazing Israel
Montreal
09.2016 - 01.2019
- Responsible for hiring, training, and terminating employees
- Led a 4-day intensive training for 25 employees
- Created learning materials and edited manuals for employees to utilize during training
- The training was to educate employees on our system and on Birthright eligibility criteria, which is sensitive in nature
- Trained employees how to handle sensitive issues and how navigate difficult conversations
- As well, employees were trained to be sensitive and to know what questions to ask in the medical section of the interview while remaining neutral and impartial as well as maintaining confidentiality
- Implemented new training techniques that are interactive and aid in customer service
- Responsible for scheduling employees weekly and managing the payroll
- Delegated daily tasks
- Communicated daily progress with our head office in Israel
- Responsible for pulling daily progress reports and tracking employees work and progress on the Birthright database
- Responsible for maintenance of office supplies, installing softphones on the computers, and dealing directly with the phone provider
- Utilized a texting system for employees to communicate with Birthright applicants
- Responsible for advertising the position (newspapers, flyers, and social media posts).
Barista
Starbucks
Ottawa
01.2016
- Worked in a fast-paced environment while having to complete multiple tasks at once
- Worked effectively with a team
- Extensive training to learn about the company and how to prepare each drink and item
- Excelling in customer service.
Unit Head/Unit Director
Camp Bn’ai Brith
Montreal
01.2016
- Ran a unit of forty 13-14-year-old girls
- Was responsible for the campers and staff daily scheduling, responsible for resolving issues and required strong problem-solving skills
- Delegated tasks to staff members based on their strengths and preferences
- Planned and ran various programs and activities that promoted cooperation and team spirit
- Spoke daily to parents to update them on their children.
English Teacher
Maximo Nivel
Antigua
01.2013
- Taught English to students from kindergarten to grade six
- Created lessons plans and activities to make learning fun and engaging
- Prepared classes and assignments
- Corrected work and provided feedback.
Timeline
Resolution officer
Canadian Transportation Agency
01.2023 - Current
Senior Facilitator
Canadian Transportation Agency
01.2023
Facilitator
Canadian Transportation Agency
01.2020 - 01.2023
Fitness Consultant
Klub 20 Athletik
01.2019 - Current
Fundraising, Events Coordinator
Lymphoma Canada
01.2018
Office Manager
International Routes: Birthright Amazing Israel
09.2016 - 01.2019
Barista
Starbucks
01.2016
Unit Head/Unit Director
Camp Bn’ai Brith
01.2016
English Teacher
Maximo Nivel
01.2013
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