Jaya Sotelo
Kitchener,ON
Summary
Passionate about customer service and project management, bringing a unique blend of skills to the table. Demonstrated success is evident with a 95% customer satisfaction rate and proven multitasking abilities, excelling in fast-paced environments. Proficient in Microsoft Office and equipped with beginner-level experience in JIRA and MS Project. Actively seeking new opportunities in project coordination and management.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
Customer Experience Coordinator
Al-Futtaim
Singapore, Singapore
03.2015 - 06.2019
- Customer Relationship Building: Enhanced customer relations by managing queries and resolving issues efficiently. Implemented feedback mechanisms, leading to a 15% increase in customer satisfaction scores.
Team Development: Coached customer service officers and identified training needs, resulting in a 20% improvement in team response times.
Operational Efficiency: Ensured on-time report submissions and leveraged customer feedback to elevate service quality, contributing to a 10% reduction in customer complaints.
Complaint Management: Handled escalated complaints, implementing solutions that balanced customer and business needs, achieving 80% resolution rate on first contact.
Skills: Customer Interaction, Customer Support, Soft Skills, Customer Service Management, Problem Solving, Customer Experience, Task Coordination, Communication.
Flight Service Coordinator
Qatar Airways
Doha, Qatar
01.2010 - 06.2014
- In-Flight Excellence: Contributed to a 95% customer satisfaction rate through meticulous safety checks and 5-star service delivery
- Safety Protocols: Conducted pre-flight safety and security checks, ensuring the well-being of passengers and crew
- Team Coordination: Coordinated with ground staff for seamless passenger transitions, enhancing the overall travel experience.
- Skills: Customer Interaction · Soft Skills · Problem Solving · Customer Experience · Coordinating Tasks · Communication
Financial Operations Associate
HSBC
Taguig, Philippines
06.2009 - 07.2009
- Financial Compliance: Achieved a 90% resolution rate in billing complaints and ensured financial integrity through compliance checks
- Customer Engagement: Contacted bank debtors for late arrears and over-limit credit card accounts, maintaining a healthy financial ecosystem
- Legal Collaboration: Collaborated with legal teams to ensure all financial operations were compliant with regulations.
- Skills: Customer Support · Customer Service Representatives · Problem Solving · Customer Experience · Coordinating Tasks · Communication
Education
Graduate Certificate - Project Management
Conestoga College
Kitchener, ON 01.2023 - 08.2023
Graduate Certificate - Global Business Management
Conestoga College
Kitchener, ON 01.2022 - 08.2022
Bachelor of Arts - International/Global Studies
De La Salle University
Manila, Philippines 05.2001 -
Skills
Problem Solving
Solution development
Returns assistance
Opening and closing procedures
Finance
Company policy adherence
Administrative skills
Customer Relations
Client relationship management
Customer Support
Timeline
Graduate Certificate - Project Management
Conestoga College
01.2023 - 08.2023
Graduate Certificate - Global Business Management
Conestoga College
01.2022 - 08.2022
Customer Experience Coordinator
Al-Futtaim
03.2015 - 06.2019
Flight Service Coordinator
Qatar Airways
01.2010 - 06.2014
Financial Operations Associate
HSBC
06.2009 - 07.2009
Bachelor of Arts - International/Global Studies
De La Salle University
05.2001 -