Summary
Overview
Work History
Education
Skills
Timeline
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Fatima Estrada

Mississauga,Canada

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

5
5
years of professional experience

Work History

Remote Call Centre Agent

Porter Airlines Inc
07.2024 - Current
  • Company Overview: Billy Bishop Toronto City Airport
  • Assist passengers with inquiries about the airline's products, services, destinations, and loyalty programs, 30 - 50 incoming calls daily
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Actively promote the use of digital tools to complete passenger transactions
  • Meet performance targets related to call quality, efficiency, availability & adherence
  • Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
  • Handle dissatisfied customers with patience, empathy and respect for resolution without escalation
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Communicate daily via Google chat with Leads, Supervisors and Colleagues for efficient customer resolution
  • Comfortable communicating via chat and email.

Ramp Attendant

Porter Airlines Inc
06.2023 - 06.2024
  • Company Overview: Billy Bishop Toronto City Airport
  • Work in teams of 2 - 4 persons for inbound and outbound flights
  • Adhered strictly to company policies regarding security measures and access control within restricted areas of the airport facility.
  • Assisted with the loading and unloading of cargo, ensuring timely departures and arrivals for flights.
  • Provided exceptional customer service to passengers during boarding and deplaning processes.
  • Lead inbound team for flight arrivals
  • Supported airline''s commitment to punctuality by consistently meeting or exceeding target departure times for flights handled.
  • Displayed strong attention to detail while verifying passenger counts, baggage load distribution, and other critical information prior to flight departures.
  • Marshall and wingwalk for inbound and outbound flights
  • Drove baggage carts to and from bag room to various flights
  • Communicate with CSRs and Hub Coordinator via radio or telephone for flight or baggage information, flight delays and cancellations
  • Demonstrated excellent problem-solving skills when addressing operational challenges or unexpected situations on ramp.
  • Scanned bags for Air Canada flights
  • Handled challenging situations effectively under pressure, maintaining professionalism at all times during ramp operations.
  • Removed and organized winter kits and tie down for Dash 8 aircraft
  • Maintained clean and organized ramp area, promoting safe working environment for all personnel.
  • Participated in ongoing training programs to stay current on industry best practices and regulatory requirements.
  • Safely operated various types of equipment such as conveyor belts and push-back vehicles

Accounting Assistant

Docucomm Business Systems
03.2022 - 11.2022
  • Company Overview: 125 Traders Blvd, Mississauga
  • Communicated daily with customers via phone or email about their accounts to resolve any issues and concerns
  • Engaged with customers, handled concerns quickly and escalated major issues to the supervisor
  • Input new customer and vendor data on the company system
  • Maintained and controlled customer and vendor accounts using Quickbooks
  • Provided customer support and service via in-person, phone or email
  • Scheduled service calls and invoiced orders
  • Processed accounts receivables and follow up with outstanding accounts for collections via phone or email
  • Prepared and sent out monthly statements to customers
  • Processed daily checks and EFT payments from customers
  • Prepared monthly expenses report on MS Excel for service technicians
  • Made daily deposit runs to the bank
  • Received and sorted the daily mail
  • Scanned and filed documents accurately
  • Matched POs to relevant vendor invoices
  • Verified the details on the invoice, items and vendor information
  • Ensured all vendor invoices are received in order to be paid on time
  • Matched vendor statements to invoices
  • Processed bi-monthly checks for vendors
  • Communicated with vendors via phone or email to rectify any discrepancies
  • Provided support to the billing and service department
  • Maintained strict confidentiality of sensitive financial data, protecting company integrity and privacy rights of individuals involved.
  • Reduced errors in account reconciliation through meticulous attention to detail and thorough review of transactions.

Seasonal Production Assistant

Lush Handmade Cosmetics
07.2021 - 12.2021
  • Company Overview: 70 East Mall, Toronto (Distribution Center)
  • Picked items for packing gift boxes using RF scanner
  • Moved and packed boxes or crates 50 - 70lbs onto skids
  • Operated pallet jack to move loaded skids to the production line for packing
  • Shipped and tagged loaded skids to the distribution department
  • Worked independently and in teams
  • Reported to team leads to ensure all products were available for the production line
  • Checked inventory of Lush Products
  • Packed Lush Products in gift boxes on a production line
  • Made and tagged gift boxes for packing
  • Cleaned tables and swept floors as needed
  • Stood or moved for most of the shift

Seasonal Production Assistant

Lush Handmade Cosmetics
09.2019 - 01.2020
  • Company Overview: 35 Jutland Street, Toronto (Manufacturing)
  • Unmolded and packed soap and massage products
  • Poured soap and massage products into molds
  • Used scales for weight accuracy for products
  • Prepared molds and arranged them on racks for pouring
  • Cleaned racks and washed molds, large pots, pans, utensils, tools and kettles
  • Worked in teams of three to ten persons on tasks given
  • Packed and sorted items on a production line
  • Stood or moved for most of the shift

Education

Secondary School Diploma -

St. George’s College

SmartServe Certificate -

Ontario
06.2023

ACI Certificate - Airport Customer Experience Specialist, Airport Customer Service Essentials

Canadian Airports Online College
04.2023

Skills

  • Problem solving
  • Customer service and care
  • Decision making
  • Positive Attitude
  • Ensuring customer satisfaction
  • Safety awareness
  • Computer skills
  • Google Suite
  • MS Word
  • MS Excel
  • MS Outlook
  • Sage
  • Quickbooks
  • Adaptability
  • Teamwork
  • Communication
  • English proficiency
  • Spanish proficiency

Timeline

Remote Call Centre Agent

Porter Airlines Inc
07.2024 - Current

Ramp Attendant

Porter Airlines Inc
06.2023 - 06.2024

Accounting Assistant

Docucomm Business Systems
03.2022 - 11.2022

Seasonal Production Assistant

Lush Handmade Cosmetics
07.2021 - 12.2021

Seasonal Production Assistant

Lush Handmade Cosmetics
09.2019 - 01.2020

Secondary School Diploma -

St. George’s College

SmartServe Certificate -

ACI Certificate - Airport Customer Experience Specialist, Airport Customer Service Essentials

Canadian Airports Online College

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Fatima Estrada