Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sanilaita Sotele

West Valley City

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Delta
05.2022 - Current
  • I started off in PSS and was able to resolve passengers inquiries efficiently, ensuring high levels of satisfaction and loyalty.
  • Noticing I wanted to be able to assist more I decided to move to GTS and manage more complex passengers situations, and trying to enhance the overall service quality and response times for GTS.
  • I am currently apart and heavily involved in our Safety team and what we can do here at RES to make our environment a safe in office and at home.
  • I also assist with the new hires with being apart of our learning champions. Assisting with training gives me a sense of pride as it allows me to share best practices that helped me evolve my delta career.
  • On top of being able to to help where I can I try and exceed performance metrics consistently and strive to be the best GTS agent for our internal agents and passengers all together.

Senior Financial Planner

Unitekcollege
08.2021 - 05.2022
  • Mentored junior staff on best practices for student financial counseling and support services.
  • Supported students in understanding their financial aid options by providing personalized counseling sessions and assistance with applications.
  • Conducted regular audits to ensure accuracy in billing statements and adherence to federal regulations surrounding student loans.
  • Developed comprehensive resources for students seeking scholarships, grants, or other forms of financial assistance.

Senior Financial Planner

Independence University
03.2016 - 08.2021
  • Started off as a Junior Financial aid assistant that assisted with filling out the FAFSA application.
  • I was able to be promoted through apprenticeship and working diligently with Senior Financial aid planners to submit financial aid to DOE.
  • Developed personalized financial plans to guide students in managing educational expenses.
  • Collaborated with academic advisors to align financial strategies with students' educational goals.
  • Analyzed financial aid packages, ensuring compliance with institutional policies and maximizing funding opportunities.
  • Managed a caseload of diverse students while maintaining high levels of organization, efficiency, and confidentiality in all matters relating to their finances.

Data Conversion

USPS Rec Center
11.2015 - 03.2016
  • Handled international and nationwide mail images. I had to be able to key 1720 Keystroke per hour with being able to key 900-1,000 images per hour. I also maintained on 100% accuracy with a average score of 96% efficiency.
  • Reason for leaving: Was only guaranteed 2 hours of work. Also health benefits were not included.

Education

Diploma -

Hunter High school
06.2012

Vocational education - undefined

Granite Technical Institute
06.2012

Skills

  • Over 10 years of Customer Service experience
  • Brand representation
  • Complaint resolution
  • Adaptable
  • Critical thinking
  • Staff training
  • Managing safety
  • Relationship building
  • Computer proficiency
  • Bilingual-English/Tongan

Timeline

Customer Service Representative

Delta
05.2022 - Current

Senior Financial Planner

Unitekcollege
08.2021 - 05.2022

Senior Financial Planner

Independence University
03.2016 - 08.2021

Data Conversion

USPS Rec Center
11.2015 - 03.2016

Vocational education - undefined

Granite Technical Institute

Diploma -

Hunter High school

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