Summary
Overview
Work History
Education
Skills
Certification
Languages
Meeting People, Organizing, Cleaning
Timeline
Generic
Anthonia Coker

Anthonia Coker

Markham

Summary

Knowledgeable housekeeping management professional familiar with hotel operations, cleaning procedures and health and safety regulations.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Housekeeping Manager

TKB Shortlet Services
08.2020 - 12.2023
  • Managed laundry sorting, washing, drying, and ironing.
  • Evaluated employee performance and developed improvement plans.
  • Coordinated household cleaning service operations and managed client relations.
  • Trained and mentored all new personnel to maximize quality of service and performance.
  • Communicated repair needs to maintenance staff.
  • Worked with front desk to respond promptly to all guest requests.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Restocked room supplies such as facial tissues for personal touch with every job.
  • Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
  • Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Keep outside parking lots clean and free of debris.
  • Prioritize and respond to all guests and internal requests in timely and efficient manner.

Customer Service Representative

Guaranty Trust Bank
12.2012 - 06.2020
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Promptly responded to inquiries and requests from prospective customers.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

Global Business Management

Seneca College
Markham Campus
08.2025

Master of Science - Marketing Communications

Pan Atlantic University
12.2012

Bachelor of Arts - English Language (Literature Major)

Redeemers University
10.2009

Skills

  • Dusting Furniture
  • Customer Relationship Management
  • Scheduling and Planning
  • Customer Service-Focused
  • Guest Relations
  • Cleaning Bathrooms
  • Cleaning and Sanitation
  • Interior Decoration
  • Decluttering & Organization

Certification

  • Certified Food Handler, Canada
  • Certified in Standard First Aid & CPR/AED Level C (BL), Canada
  • Smart Serve, Canada

Languages

English
Full Professional

Meeting People, Organizing, Cleaning

I love to clean spaces and I believe human beings should not live in a dirty and disorganized environment and surroundings. Over the years, I have enjoyed cleaning spaces and seeing people enjoy my cleaned spaces and leave with smiles and satisfaction.

Timeline

Housekeeping Manager

TKB Shortlet Services
08.2020 - 12.2023

Customer Service Representative

Guaranty Trust Bank
12.2012 - 06.2020

Global Business Management

Seneca College

Master of Science - Marketing Communications

Pan Atlantic University

Bachelor of Arts - English Language (Literature Major)

Redeemers University

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Anthonia Coker