Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Leah Movilla

Calgary,Canada

Summary

Personable and dedicated customer service representative with 12 years of experience in the industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction, resolve conflicts professionally, and contribute to the company's success.

Overview

9
9
years of professional experience

Work History

Customer Relations Representative

Air Canada
Calgary, AB
11.2021 - Current
  • Managed a high volume of customer inquiries, complaints, and commendations, consistently meeting or exceeding service level agreements.
  • Studied and stayed current with the legal policies and procedures implicated by the Air Passenger Protection Regulations.
  • Demonstrated empathy and active listening skills to understand customers’ needs and concerns, resolving issues promptly and effectively.
  • Investigated and resolved complex challenges, utilizing multiple internal software and data.
  • Trusted on special tasks and collaborated with various departments to address escalated situations.

Qualified Flight Attendant

WestJet Encore
Calgary, AB
01.2019 - 12.2019
  • Operated procedures in compliance with airline and federal regulations.
  • Communicated between the flight deck and cabin crew prior to, and during, flights to promote smooth operations.
  • Attended rigorous specialized training in customer service, conflict resolution tactics, and safety protocols.
  • Maintained a positive and professional demeanor during high-pressure situations, including flight delays and cancellations.
  • Strictly adhere to policies while prioritizing on-time performance.

Retail Manager, Supervisor

Lucky Brand Jeans
Calgary, AB
05.2016 - 01.2019
  • Promoted to Store Manager after successful strategies to increase business profit using sales and traffic trends.
  • Managed top selling store nation-wide with 45% conversion rate, 20% being average, during holiday season by successful preparation and encouraging teamwork with business-driven mindset.
  • Hired, trained, and consistently celebrated team’s success.
  • Monitored effective scheduling, budgeting expenses, and visual marketing, utilizing internal software.
  • Ensured a safe and secured environment for employees within the establishment.

Education

Student Pilot Permit -

Springbank Air Training College
01.2021

Skills

  • Compliant and able to work independently and as part of a team
  • Critical thinking in effective conflict resolution with a safety-first mindset
  • Excellent memory, highly organized, and proficient with fast-paced technology
  • Strong initiative and time management skills

Affiliations

  • Youth With A Mission 2019

Travelled to Athi River, Kenya to assist organizations offering free education to children by daily teaching, serving food, and maintaining the establishment clean.

Timeline

Customer Relations Representative

Air Canada
11.2021 - Current

Qualified Flight Attendant

WestJet Encore
01.2019 - 12.2019

Retail Manager, Supervisor

Lucky Brand Jeans
05.2016 - 01.2019

Student Pilot Permit -

Springbank Air Training College

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Leah Movilla