Yesenia Vasquez
Ottawa,ON
Summary
Dedicated and detail-oriented administrative professional with over 5+ years of experience supporting office operations and enhancing efficiency in fast-paced environments. Proven track record of managing administrative tasks, coordinating schedules, and providing exceptional customer service. Skilled in office management, data entry, and document preparation. Adept at multitasking and problem-solving, with strong communication and organizational abilities. Committed to maintaining confidentiality, fostering positive relationships, and delivering high-quality administrative support to facilitate the success of the team and organization.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Fraud Risk Analyst
NTT (Millennium 1 Solutions), Manulife Bank Credit Cards
03.2019 - 04.2024
- Managed approximately 30 incoming calls and investigated potential fraud and dispute cases
- Conducted high-risk reviews and audits of fraud processes
- Communicated with team members and managers regarding fraud trends
- Promoted to Team Captain, overseeing team performance and social committee activities.
Back-up Receptionist (Volunteer)
NTT (Millennium 1 Solutions)
01.2021 - 04.2022
- Welcomed visitors, managed phone calls, and maintained security procedures
- Handled courier packages, office supplies, and administrative tasks.
Dog Bather/Groomer
Petsmart
02.2016 - 05.2018
- Prepared dogs for grooming and maintained shop cleanliness
- Provided receptionist services and scheduled various appointments.
Cashier
Shoppers Drug Mart
12.2015 - 09.2016
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Stocked, tagged and displayed merchandise as required.
Customer Service Agent and Administrative
United Airlines
10.2012 - 12.2015
- Assisted passengers with check-in processes, ensuring smooth and efficient experience.
- Facilitated boarding process for passengers, maintaining organised and efficient environment.
- Delivered Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Assisted in training new airport agents, sharing expertise on best practices for customer service and operational efficiency within the role.
- Clear announcements over the PA system, communicating important flight updates to all passengers
- Played an integral role in maintaining accurate records of all passenger data throughout the check-in process, ensuring seamless communication with airline databases and minimising potential security risks.
- Offered support to families travelling with young children, providing guidance on available services and amenities within the airport terminal to help make their journey more enjoyable.
- Demonstrated strong problem-solving skills when faced with unexpected challenges such as weather-related delays or last-minute cancellations, working quickly to rebook affected passengers onto alternative flights where possible.
Education
Dog Groomer Certification - Dog Grooming
Pets Beautiful School of Styling
London, ON07.2017
High School Diploma -
Ridgemont High School
Ottawa, ON01.2009
Skills
- Foreign language proficiency: French (A1/A2), English (B1/B2), Spanish (C1/C2)
- Microsoft Office: Word, Excel, Outlook, microsoft team
- Administrative task efficiency
- Excellent time management skills
- Standard operating procedures (SOPs) assessment
- Reservation System Software; AeroCRS, Sabre, Navitaire New skies
- Travel documentation
- Strong Verbal and Written Communication abilities
- Team-oriented and collaboration
- Proficient in Organizational and Multitasking abilities
- Data Entry
- Work Ethic and Integrity
- Patience and Empathy
- Friendly, Positive Attitude
Certification
- Certified Dog Groomer (2018)
- Airport Services - Passenger Handling (2012)
- Canadian Red Cross Standard First Aid/CPR (Level A) (2021)
- WHMIS Training Course (2024)
School Involvement
- Cheerleading (2007)
- Dance Team (2007-2008)
- Student Council (2006-2008)
Volunteer Experience
- NTT (Millennium 1 Solutions), Back-up Receptionist, 2021, 2022
- NTT (Millennium 1 Solutions), Employee Social Committee, 2019, 2020
- Animal Rescue Human Society, 2006, 2008
- Hope Volleyball Volunteer, 2003, 2010, 2013
References
Available upon request
Community Service
- Community Festivals (2007-2008)
- Blues Fest (2007)
- Super Ex (2010)
Languages
French
Elementary
Spanish
Limited Working
Timeline
Back-up Receptionist (Volunteer)
NTT (Millennium 1 Solutions)
01.2021 - 04.2022
Fraud Risk Analyst
NTT (Millennium 1 Solutions), Manulife Bank Credit Cards
03.2019 - 04.2024
Dog Bather/Groomer
Petsmart
02.2016 - 05.2018
Cashier
Shoppers Drug Mart
12.2015 - 09.2016
Customer Service Agent and Administrative
United Airlines
10.2012 - 12.2015
Dog Groomer Certification - Dog Grooming
Pets Beautiful School of Styling
High School Diploma -
Ridgemont High School
- Certified Dog Groomer (2018)
- Airport Services - Passenger Handling (2012)
- Canadian Red Cross Standard First Aid/CPR (Level A) (2021)
- WHMIS Training Course (2024)
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