Laurie Gates

Calgary, AB T*E *P* • 403-***-**** • adde1h@r.postjobfree.com

PROFESSIONAL SUMMARY

Service-oriented employee with more than 19 years experience working as a member of a well known respected Canadian company with a major commitment to excellence.

SKILLS

Expertise in customer care and all aspects of client facing support for the delivery of exceptional service standards.

Applies exceptional interpersonal, communication, and negotiation skills across all levels of business and maintains positive working relationships.

Proven track record of accurately troubleshooting, proving simplified explanations of complex problems, and working closely with multiple teams to support the wider company.

Demonstrates high performance standards with astute attention to detail, while producing quality results.

Helps to create a robust and controlled environment.

Understands the importance of expressing open-mindedness and an ability to be trainable and coachable.

Work History

Flight Attendant, 10/2005 to 05/2019

WestJet Airlines – Calgary, AB

Attended intensive workshops and training annually in customer service along side a very strong emphasis on safety procedures to keep abreast of all new requirements with Transport Canada.

Administered First Aid during medical Emergencies.

Certification of WHMIS and Dangerous Goods obtained and renewed annually.

Dedicated to time management and proven ability to succeed under pressure to ensure on-time departures.

Provided exceptional customer service and care to guests of all ages and those with special needs.

Demonstrated an ability to work effectively with an ever-changing team of colleagues.

Solicited guest feedback and resolved any problems through effective communication.

Participating in the Peer Selection Program by doing reference checks and interviews for potential hires.

Customer Service Agent, 08/2002 to 12/2005

WestJet Airlines – Calgary, AB

Facilitated boarding and deplaning consistently thriving for on time performance.

Addressed customer concerns and complaints while implementing effective conflict resolution.

Worked independently and as a team to ensure all guests with special needs were attended to.

Prepared reports of guests’ unruly activity.

Call Centre Agent, 10/1999 to 08/2002

WestJet Airlines – Calgary, AB

Maintained a high-volume of incoming calls in a busy call centre environment.

Verified personal information for security and confidentiality purposes.

Exceeded expectations regarding call quality.

Booked flights with an emphasis on sales while still providing the most cost-effective option for their travel.

Informed and assisted callers with their booking by thoroughly explaining policies, restrictions and guidelines.

Worked along side our customer care team and management for problem solving and effective conflict resolution.

Participated in the Call Monitoring program to ensure call centre agents were upholding exceptional customer service standards.

Took part as a Reception Agent at the Welcoming Desk as a special project for two years while within the call centre.

Participated as an Administrative Assistant/Data Entry Clerk in the Queue Management office as a special project for two years within the call centre.

Education

GED: 1990

Westaskiwin Composite High School, Westaskiwin, AB

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