Simone Jaura
@simonejaura
Customer service specialist with 5+ years in remote BPO support and trilingual client care.
CanadaWhat I'm looking for
I’m a customer service professional with 5+ years of combined remote BPO and front-of-house experience, including 2 years delivering high-volume phone, chat, and email support for global BPO leaders Teleperformance and TaskUs in India. I’m known for keeping KPIs strong in fast-paced, metric-driven environments while maintaining a consistently positive customer experience.
I specialize in CRM systems and ticketing tools, resolving multi-channel inquiries with accurate interaction documentation and clear, policy-right answers within defined SLAs. I handle complaint resolution, escalation management, and de-escalation—logging every issue precisely to support quality assurance and audit requirements.
Now, I bring that same customer-first mindset to in-person roles at the Vancouver Convention Centre and Sheraton Vancouver Wall Centre, where I manage high-volume questions, coordinate internally to close unresolved complaints, and maintain strict confidentiality. I’m remote-work ready and immediately available, with strong communication in English, Hindi, and Punjabi to support diverse customer bases.
Experience
Work history, roles, and key accomplishments
Bistro Cashier & Support
Vancouver Convention Centre
Jan 2025 - Present (1 year 5 months)
Resolved high-volume customer inquiries in person and by phone, processing transactions and completing detailed shift-end reports. Maintained confidentiality of customer data, escalated unresolved complaints to supervisors, and ensured accurate cash reconciliation and interaction documentation.
Answered guest product and service inquiries, coordinated with internal departments, and maintained accurate records in line with compliance standards. Supported daily guest engagement by documenting requests and follow-ups to ensure timely resolution.
Provided multi-channel customer support (phone, email, live chat) for international clients while managing high daily interaction volumes. Used CRM/ticketing tools to track and close cases, applied de-escalation for difficult customers, and maintained accurate documentation and confidentiality.
Handled high-volume inbound customer inquiries via phone, chat, and email, resolving complaints and providing accurate product and policy information within SLAs. Logged interactions and resolutions in CRM, escalated complex cases, and maintained performance across CSAT, AHT, and quality metrics.
Delivered personalized guest support in a luxury environment by managing inquiries, coordinating special requests, and confirming resolution and satisfaction. Handled confidential guest profiles with discretion and maintained calm, solutions-focused communication.
Education
Degrees, certifications, and relevant coursework
Vancouver Community College
Hospitality Management Diploma, Hospitality Management
2023 - 2024
Activities and societies: Coursework included Communication, Leadership, Customer Service Management, and Financial Decision-Making.
Completed a Hospitality Management Diploma at Vancouver Community College from 2023 to 2024, building skills in communication, leadership, customer service management, and financial decision-making.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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