Open To Work
Paula Paradis
CALGARY,AB
Summary
Resourceful Senior Specialist with extensive experience in customer care, project management, and data analysis. Recognized for exceptional communication and problem-solving skills, driving team success in high-paced environments. Committed to enhancing customer experiences and delivering high-quality results.
Overview
20
20
years of professional experience
1981
1981
years of post-secondary education
Work History
Guest Support Senior Specialist
WestJet Airlines
Calgary, Alberta
03.2022 - 12.2025
- Provided exceptional support to a team of 50 Guest Specialists, enhancing customer service strategies.
- Analyzed customer feedback to identify areas for service improvement and staff training.
- Coordinated cross-departmental projects to enhance operational efficiency and service quality.
- Implemented process improvements and monitored progress against milestones to adjust schedules accordingly.
- Built a successful team by training on daily tasks and coaching on best practices.
- Supported technical teams by troubleshooting issues and resolving service tickets.
- Assisted in creating reports to evaluate service performance and identify improvement areas.
Guest Support Specialist
WestJet Airlines
Calgary, AB
03.2019 - 03.2022
- Provided exceptional customer support to passengers, resolving inquiries effectively.
- Managed passenger feedback and escalated issues as needed, maintaining professionalism.
- Trained new staff on customer service protocols and airline procedures to ensure quality service.
- Collaborated with various departments to ensure operational consistency and efficient service delivery.
- Provided technical support to customers via phone and email, ensuring high levels of satisfaction.
Contact Centre Representative
WestJet Airlines
Calgary, AB
06.2018 - 03.2019
- Assisted customers with flight bookings and itinerary changes, ensuring a smooth experience.
- Resolved customer inquiries and complaints effectively, maintaining a high level of professionalism.
- Guided passengers through check-in procedures and provided information on airline policies.
- Engaged actively with callers, confirming information and applying de-escalation techniques.
Territory Manager - Sales and Service
Home & Design
Toronto, Ontario
09.2017 - 06.2018
- Managed territory sales and service operations, developing client relationships to enhance satisfaction.
- Provided technical support to customers on product use, installation, and troubleshooting issues.
Territory Manager - Sales and Service
Evergreen Enterprises
Richmond, Virginia
10.2005 - 03.2016
- Increased profitability by identifying customer needs and determining appropriate offerings.
- Managed and expanded client base through effective relationship-building strategies.
- Provided exceptional after-sales support to ensure high levels of customer satisfaction.
Education
St. Dorothy's Convent
Mdina, MaltaSkills
- Customer care and resolution
- Data analysis
- Problem-solving
- Adaptability
- Time management
- Project management
- Effective communication
- Training and coaching
- Attention to detail
- Technical support
Languages
English
Proficient (C2)
C2
Italian
Proficient (C2)
C2
Maltese
Proficient (C2)
C2
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeLocation Preference
RemoteSalary Range
$45000/yr - $200000/yrTimeline
Guest Support Senior Specialist
WestJet Airlines
03.2022 - 12.2025
Guest Support Specialist
WestJet Airlines
03.2019 - 03.2022
Contact Centre Representative
WestJet Airlines
06.2018 - 03.2019
Territory Manager - Sales and Service
Home & Design
09.2017 - 06.2018
Territory Manager - Sales and Service
Evergreen Enterprises
10.2005 - 03.2016
St. Dorothy's Convent