Jaya Sotelo
Kitchener,Ontario
Summary
Dedicated Customer Service professional with a proven track record in customer service, administration, and compliance across diverse industries. Proactive and goal-oriented with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
Work History
CUSTOMER SUPPORT SPECIALIST
Line One Contact Centres, Inc.
3 2024 - Current
- Respond promptly to inbound calls and emails, ensuring efficient customer assistance
- Manage appointment booking, maintaining accuracy and customer satisfaction
- Conduct outbound calls to address issues, fostering positive relationships
- Collaborate with departments to resolve issues within service level agreements
- Demonstrate excellent communication, problem-solving, and organizational skills ensuring exceptional customer experiences while maintaining confidentiality
CUSTOMER EXPERIENCE COORDINATOR
Robinson & Co. (SG) Pte. Ltd. (Al-Futtaim)
03.2015 - 02.2019
- Managed customer queries and resolved issues, demonstrating a keen ability to address and resolve customer concerns promptly
- Conducted coaching and identified training needs for customer service officers, contributing to the professional development of the team
- Ensured timely submission of reports, maintaining a commitment to organizational deadlines and reporting standards
- Implemented customer feedback mechanisms to improve service quality, actively contributing to a customer-centric approach within the organization
CABIN CREW
Qatar Airways
01.2010 - 06.2014
- Conducted pre-flight safety and security checks, ensuring the highest standards of passenger safety
- Delivered 5-star service, achieving a 95% customer satisfaction rate, showcasing a commitment to exceptional customer experience
- Maintained service protocols, contributing to high customer service ratings
- Coordinated with ground staff for seamless passenger transitions, ensuring a smooth travel experience for all
COLLECTIONS ASSOCIATE III
The Hong Kong & Shanghai Banking Corp. Ltd.
06.2009 - 07.2009
- Contacted bank debtors for late arrears and over-limit credit card accounts, demonstrating effective communication and negotiations skills
- Resolved billing complaints with a 90% resolution rate, showcasing problem-solving abilities
- Maintained accurate financial records and reports, ensuring compliance with financial regulations
AUTHORISATIONS OPERATIONS COORDINATOR
07.2006 - 05.2009
- Facilitated approval codes for credit card transactions
- Assisted merchants with POS terminal issues, achieving a 98% satisfaction rate
- Conducted regular system audits for security compliance, ensuring a secure transaction environment
- Trained new team members on authorization protocols, contributing to the onboarding of the team
- Assisted departments such as Fraud and Customer Service, demonstrating versatility in handling various responsibilities
CUSTOMER SERVICE REPRESENTATIVE I & II
02.2004 - 07.2006
- Assisted customers with credit card account queries while providing answers and solutions in a timely manner
- Attended to customer complaints, safekept records of customer interaction and actions taken, maintain a comprehensive record-keeping system
- Extended assistance to various departments by doing anti-attrition callouts, promotional callouts and reporting transactions related to Fraud, showcasing a proactive approach to support various business functions
- Participated in a project of the contact center's efforts in migrating its functions to the business process outsourcing (HDPP) arm of the company
Education
Project Management - Ontario College Graduate Certificate
Conestoga College
Kitchener, Ontario 01.2023 - 08.2023
Global Business Management - Ontario College Graduate Certificate
Conestoga College
Kitchener, Ontario 01.2022 - 08.2022
Bachelor of Arts - International Studies Major in European Studies
De La Salle University
06.2000 - 08.2003
Skills
Customer service excellence
References
Available upon request
Timeline
Project Management - Ontario College Graduate Certificate
Conestoga College
01.2023 - 08.2023
Global Business Management - Ontario College Graduate Certificate
Conestoga College
01.2022 - 08.2022
CUSTOMER EXPERIENCE COORDINATOR
Robinson & Co. (SG) Pte. Ltd. (Al-Futtaim)
03.2015 - 02.2019
CABIN CREW
Qatar Airways
01.2010 - 06.2014
COLLECTIONS ASSOCIATE III
The Hong Kong & Shanghai Banking Corp. Ltd.
06.2009 - 07.2009
AUTHORISATIONS OPERATIONS COORDINATOR
07.2006 - 05.2009
CUSTOMER SERVICE REPRESENTATIVE I & II
02.2004 - 07.2006
Bachelor of Arts - International Studies Major in European Studies
De La Salle University
06.2000 - 08.2003
CUSTOMER SUPPORT SPECIALIST
Line One Contact Centres, Inc.
3 2024 - Current
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