Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jenny Rosa

Toronto,Ontario

Summary

12+ years of experience in customer service and administration. 7+ years experience as a tour operator which entailed contract negotiations to multiple distributors and managed large scaled groups. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

15
15
years of professional experience

Work History

Quality Assurance Associate

Choice Growers
Calgary, AB
01.2022 - 04.2022
  • Evaluated grading of product quality against published specifications to maintain consistently high-quality standards.
  • Created training programs for employees on processes and procedures, increased productivity by 75%
  • Introduced specific standards and protocols to determine product release date.
  • Consulted with management and personnel to educate on QA standards.
  • Generated quality control reports for returned products to identify and communicate patterns.
  • Collaborated with management to discuss effective plans for resolving major quality problems.
  • Designed and updated test cases to complete consistent manual tests.

Administrative Support II

Health Link COVID Vaccination Booking Line
Calgary, AB
04.2021 - 01.2022
  • Screen individuals for COVID 19 vaccine appointments.
  • Manage phone queues under stressful environments.
  • Effectively responding to daily emails and staying up to date with daily changes under fast paced and stressful environment.
  • Demonstrate interpersonal, communication, collaboration and multi-tasking.
  • Daily tasks in Genesys, Skype, Outlook
  • Carried out day-day-day duties accurately and efficiently.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Quality Assurance Technician

OGEN
Calgary, AB
06.2021 - 12.2021
  • Collected, analyzed and summarized data including failed processes and recalls to create accurate quality documentation
  • Developed Quality Audits to identify and track defects in products prior to mass production
  • Assisted with correcting systemic problems in order to eliminate errors
  • Produced reports detailing findings and proposed recommendations
  • Recruited, trained and scheduled employees to fulfill quality standards and expectations of management.
  • Evaluated samples against standards by completing measurements, visual inspections and other established tests.
  • Performed thorough inspections of incoming materials and outgoing products.

Senior Groups Booking Manager

WestJet
Calgary, AB
01.2013 - 11.2020
  • Verified supplier’s contracts in English and Spanish, flight loads and schedules.
  • Managed 50+ groups at once, effectively responding to daily emails under fast paced and stressful environments.
  • Daily tasks in TTS/SoftVoyage, Sabre, GPO
  • Developed strategies and solutions to maximize revenue and improve customer service.
  • Reconciled invoices, payment to distributors.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Carried out day-to-day duties accurately and efficiently.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

District Administrative Assistant

CIBC
Calgary, AB
10.2009 - 01.2014
  • Support daily district operations, oversaw district meeting preparations and presentations.
  • Coordinated fraud investigations.
  • Dealt with highly sensitive confidential documents.
  • Managed payroll and hiring process for over 250+ employees.
  • Colleague training and mentorship.
  • Supervised and coordinated events and activities
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.

Call Center Agent

WestJet
Calgary, AB
01.2012 - 01.2013
  • Delivered remarkable guest experience through one-on-one phone contact.
  • Assisted guests with travel arrangement, pre-and post sales support, changing and cancelling reservations.
  • Appointed as dedicated Spanish agent in translation queue.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Responded to customer requests for products, services and company information.

Education

Quality Assurance -

Mount Royal University
Calgary, AB
07.2021

AB — Quality Assurance -

Mount Royal University
Calgary, AB
07.2021

AB — Horticulture Certificate -

Olds College
Olds, AB
06.2021

High School Diploma -

Father Lacombe High School
Calgary, AB
06.2016

Skills

  • Technical Proficiency
  • Sabre, TTS/SoftVoyage, MS Office, Excel, Outlook, GPO, Sage X3, BAS BMS
  • Speech Clarity in Spanish and English
  • Public Interaction
  • Critical Thinking

Timeline

Quality Assurance Associate

Choice Growers
01.2022 - 04.2022

Quality Assurance Technician

OGEN
06.2021 - 12.2021

Administrative Support II

Health Link COVID Vaccination Booking Line
04.2021 - 01.2022

Senior Groups Booking Manager

WestJet
01.2013 - 11.2020

Call Center Agent

WestJet
01.2012 - 01.2013

District Administrative Assistant

CIBC
10.2009 - 01.2014

Quality Assurance -

Mount Royal University

AB — Quality Assurance -

Mount Royal University

AB — Horticulture Certificate -

Olds College

High School Diploma -

Father Lacombe High School

Similar Profiles

CREATE PROFILE
Jenny Rosa