Summary
Overview
Work History
Education
Skills
Timeline
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Honey Sanotra

Calgary,AB

Summary

Adaptable and proactive professional with strong problem-solving skills and a focus on delivering great customer experiences. Known for strong work ethic, quick learning, and effective communication.

Overview

4
4
years of professional experience

Work History

Customer Experience Specialist

Neo Financial
Calgary, Alberta
02.2025 - Current
  • Delivered fast, friendly support to customers via phone, email, and chat for Neo’s digital financial products.
  • Resolved inquiries regarding account access, transactions, and product features while upholding security standards.
  • Educated customers on utilizing Neo’s app and self-service tools to enhance digital empowerment.
  • Handled escalated issues with empathy, ensuring timely resolutions aligned with Neo’s banking vision.
  • Documented interactions in internal CRM systems and collaborated with cross-functional teams for process improvements.
  • Identified enhancement opportunities by providing feedback based on recurring support trends to operations teams.
  • Adhered to KYC, AML, and Canadian regulatory standards during customer onboarding and identity verification processes.
  • Achieved exceptional performance in customer satisfaction (CSAT) and first contact resolution (FCR) metrics.

Customer Care Advisor (Contractor)

HGS
Calgary, Alberta
05.2024 - 01.2025
  • Provided customer care and technical support for Shaw customers through HGS contract.
  • Delivered exceptional support via phone, email, and chat for inquiries about internet, TV, and home phone services.
  • Managed customer billing inquiries, clarified charges, assisted with payments, and completed billing adjustments.
  • Promoted and sold Shaw’s products and services by identifying customer needs and recommending solutions.
  • Maintained accurate customer records, documenting interactions and resolutions in CRM system like Salesforce or ServiceNow.
  • Assisted with account management tasks, including service changes, upgrades, updates, and troubleshooting billing discrepancies.

Front Desk Agent

Hawood Inn
Waskesiu Lake, Saskatchewan
05.2021 - 12.2023
  • Greeted and checked in guests to create welcoming experiences upon arrival.
  • Provided information on hotel amenities, services, and local attractions to enhance guest satisfaction.
  • Managed reservations through phone, email, and in-person interactions, confirming availability and processing bookings.
  • Coordinated with housekeeping and maintenance departments to ensure timely room readiness and fulfill guest requests.
  • Processed cash, credit card, and other payment methods accurately to ensure secure transactions.
  • Monitored room availability and updated reservations to maximize occupancy while maintaining high guest satisfaction.

Education

Diploma - Computer Systems Technician

Sheridan College
Brampton, ON
12-2020

Skills

  • Call center operations
  • Call logging and record-keeping
  • Problem-solving skills
  • Team collaboration
  • Inbound call handling
  • Relationship building
  • Customer relationship management
  • Feedback collection

Timeline

Customer Experience Specialist

Neo Financial
02.2025 - Current

Customer Care Advisor (Contractor)

HGS
05.2024 - 01.2025

Front Desk Agent

Hawood Inn
05.2021 - 12.2023

Diploma - Computer Systems Technician

Sheridan College

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Honey Sanotra