Hi, I’m
Leah Cotie
Artola,G
"Life's a climb. But the view is great!"
Summary
Dynamic professional with a proven track record at RBC Royal Bank, excelling in customer service and fraud prevention. Skilled in sales proficiency and complaint resolution, I've enhanced digital banking experiences and streamlined travel booking processes at The Flight Centre. This approach boosts revenue and builds client loyalty through personalized service and innovative problem-solving.
Overview
9
years of professional experience
Work History
RBC Royal Bank
Banking Customer Service Representative
10.2019 - 06.2023
Job overview
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Managed approximately 10-20 cold calls a day,
The Flight Centre
International Travel Consultant
04.2014 - 10.2019
Job overview
- Streamlined booking processes for improved efficiency and reduced errors in reservations.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Interviewed and qualified clients to determine international travel and lodging needs and recommended points of interest to maximize travel experiences.
- Boosted company revenue by upselling additional services such as trip insurance, activity bookings, and upgraded accommodations.
- Organized group tours by coordinating logistics, managing budgets, and ensuring seamless experiences for travelers.
- Provided exceptional customer service by addressing client concerns promptly and offering alternative solutions when needed.
- Exceeded sales targets through the creation of customized travel packages tailored to individual client needs.
- Managed 5-10 client profiles per day.
Education
Vancouver Island University , Nanaimo, British Colombia
Associate of Applied Science from Advanced Geographical Information System (GIS)
06-2013
Sir Sandford Fleming College, Lindsay, Ontario
Associate of Science from Natural Resources Management
06-2007
Skills
- Sales proficiency
- Credit solutions guidance
- Report creation
- Complaint resolution
- Travel insurance
- Airline regulations
- GDS systems proficiency
- Hotel booking
- Travel research
Languages
English
Native language
Spanish
Beginner
A1
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Part TimeWork Location
RemoteImportant To Me
Work-life balanceFlexible work hoursWork from home optionHealthcare benefitsPaid sick leaveCareer advancement401k matchAccomplishments
- Documented and resolved fraudulent charges on clients account which led to the client getting their money back.
- Hit my own personal goals monthly by completing each interaction with a client with accuracy and efficiency.
- Collaborated with team members to hit monthly sales targets which in turn resulted in the company meeting their monthly goals.
Interests
Traveling, Gardening, Reading, Swimming.
Timeline
Banking Customer Service Representative
RBC Royal Bank
10.2019 - 06.2023
International Travel Consultant
The Flight Centre
04.2014 - 10.2019
Vancouver Island University
Associate of Applied Science from Advanced Geographical Information System (GIS)
Sir Sandford Fleming College
Associate of Science from Natural Resources Management
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