Summary
Overview
Work History
Education
Skills
Certification
Languages
Professional Attributes
Timeline
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Allison Osman

Allison Osman

London,ON

Summary

Customer service and technical support expert with 15 years of experience in hospitality, telecommunications, and service industries. Proven track record in strategic leadership, team development, and operational efficiency. Skilled in managing complex service scenarios and resolving escalations while consistently exceeding client expectations. Committed to enhancing team morale and customer satisfaction through a composed supervisory approach.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Front Desk Agent & Housekeeper

Clarion Hotel / Best Western, ON
01.2019
  • Managed front desk operations, guest relations, reservations, and billing. Supported housekeeping staff with room turnover, laundry logistics, and floor inventory. Ensured exceptional service quality and operational consistency.

Server / Bartender / Lead Bar Roles

Hillside Restaurant, Duke’s Bar
01.2008 - 01.2020
  • Delivered high-volume food and beverage service while maintaining outstanding guest satisfaction. Often entrusted with training new staff, opening and closing procedures, inventory management, and cash handling.
  • Consistently recognized for reliability, composure, and leadership.
  • Mentored junior staff and led by example in fast-paced environments.
  • Handled all POS operations and reconciliations accurately.

Sales Supervisor / Recruiter

Green Lawn, CA
02.2006 - 05.2006
  • Directed a 10-person inside sales team using predictive dialing systems. Oversaw daily sales goals, scripting strategies, and team performance. Facilitated recruitment and onboarding of new sales agents. Supported upper management in operational execution and performance tracking.
  • Exceeded daily and weekly sales benchmarks.
  • Instituted training protocols that improved call success rates.
  • Played a key role in team retention and morale building.

Help Desk / Resolution Agent

TeleTech Canada
04.2001 - 08.2004
  • Led advanced technical support functions for business and residential clients. Managed escalations from front-line agents, created network tickets, and interfaced with internal departments to resolve service disruptions. Frequently designated as the escalation point for sensitive issues and participated in pre-shift briefings to disseminate updates and performance strategies. Supported supervisors in training, reporting, and team morale initiatives.
  • Resolved complex technical issues with professionalism and efficiency.
  • Acted as de facto team lead and supervisor proxy when required.
  • Developed and implemented troubleshooting protocols to improve team metrics.

Education

Design and Web Studies

H.B. Beal Secondary School & Westervelt College
01.2016

Skills

  • Advanced Technical Troubleshooting
  • Customer Retention & Experience Optimization
  • Team Supervision & Leadership Development
  • Conflict Resolution & Escalation Management
  • Process Improvement & Workflow Efficiency
  • Multi-Channel Communication Expertise
  • Training & Coaching New Employees
  • Hospitality Operations & Service Standards

Certification

  • Smart Serve Ontario
  • Certified – Active
  • Authorized to serve alcohol in compliance with Ontario's laws and regulations.

Languages

English
Native or Bilingual

Professional Attributes

  • Mature, composed, and highly adaptable in dynamic workplace settings.
  • Demonstrated ability to supervise, coach, and elevate team performance.
  • Committed to delivering exemplary customer service and exceeding KPIs.
  • Proven history of managing both customer-facing and operational roles with integrity and diligence.

Timeline

Front Desk Agent & Housekeeper

Clarion Hotel / Best Western, ON
01.2019

Server / Bartender / Lead Bar Roles

Hillside Restaurant, Duke’s Bar
01.2008 - 01.2020

Sales Supervisor / Recruiter

Green Lawn, CA
02.2006 - 05.2006

Help Desk / Resolution Agent

TeleTech Canada
04.2001 - 08.2004

Design and Web Studies

H.B. Beal Secondary School & Westervelt College

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Allison Osman